technical support advisor/representative

PAWANPREET KAUR

** **** *** ******

Hamilton, ON, L9C 3C1

Mobile: 289-***-****

**************@*****.***

PROFESSIONAL SUMMARY

Customer service focused Technical Support Representative with more than one year of experience in providing software, hardware, email, and networking support. Excellent problem solving, multitasking, communication, and organizational skills. WORK EXPERIENCE

Dependable IT : Technical support analyst

Proven success working in a high-volume, 24x7 technical call center. Demonstrated strengths in rapidly diagnosing, troubleshooting, and resolving client issues

Diagnose, troubleshoot, and resolve a range of hardware, software, and connectivity issues involving cable tv, internet, home phone, email clients, routers, modems, internet security

Excel in asking probing questions and researching, analyzing, and rectifying problems

Creating and escalate tickets for area wide service interruptions for all locations

Consult user guides, technical manuals and other documents to research and implement solutions

Collect, organize, and maintain a problems and solutions log for use by other technical support representatives

Managed 30-45 inbound customer requests daily with a 85% first- call resolution and an average talk – time of 5-7 minutes – well below of 10-minute goals S & P Data

TSR (Telecom sales Representative)

Reach to existing or new customers and make lucrative offers to suit their needs

Upgraded customers to triple bundle packages ( tv, phone, internet)

Scheduled appointment for customer’s installation of services, ensured they agree to the terms on recorded verification system and kept record of all sales on electronic data system

SKILLS

Ability to troubleshoot networks, cable tv, computer and phone systems remotely in an efficient and professional manner over phone, email, and live chat

Strong working knowledge in MS Word, Excel, PowerPoint, G- Suite, smart- phones, Windows, and Apple Mac operating systems

Ability to work with minimal supervision, manage priorities, and provide back up to other team members as and when required

EDUCATION

Mohawk college

Environmental technician

Bachelor’s in bioinformatics

REFERENCES

Available upon request

Contact this candidate