GAURAV

+1-249-***-**** adq58d@r.postjobfree.com

Toronto, ON

EDUCATION

Cape Breton University – Nova Scotia, Canada

Post-Graduation in Supply Chain Management

May 2019 – April 2021

Delhi University – Delhi, India

Bachelors in Commerce (Statistics)

May 2009 – June 2012

SKILLS

• Programming languages: Python, Java, C++, SQL

• Frameworks: Apache Spark, BDD with Spec flow, Hybrid framework for QTP

• Tools: SAS, Excel, Tableau, Power BI, Hadoop, My SQL, Erwin DM, Talend, Visual Studio, HubSpot, Olark, VirtualBox, Eclipse, Jira, Jenkins, Git Extension Database, Linux/Unix, windows 8 and above, VMware,

WORK EXPERIENCE

BL INTERNATIONALS (Noida, India)

Technical Support Specialist

Feb 2014 – April 2017

Key qualifications/Responsibilities

• Drove service delivery and improved Enterprise IT services and Products to 10,000+ end users in

dynamic Market with 30+ corporate users.

• Provided IT support services, advanced level of

Troubleshooting of software and hardware and

including root cause analysis.

• Enhanced help desk ticket system, reducing

average resolution time by 25%.

• Understanding of network operating system

(CISCO).

• Onboarded and trained all incoming junior tech

support specialist.

• Installed, diagnosed, repaired, maintained all the hardware and equipment while ensuring optimal

workstation performance

• Maintained and managed IT inventory monitored

WAN and LAN connectivity.

• Received “outstanding” ratings on performance

reviews each year, with top marks in teamwork,

DU TELECOM (Dubai, UAE)

IT Help Desk Associate

Aug 2012 – Oct 2013

Key qualifications/Responsibilities

• Diagnosed and resolved a range of software,

hardware and connectivity issues while delivering

technical training on manual to end users.

• Developed and implemented an efficient ticketing system to monitor incoming service desk tickets,

track incidents, and troubleshoot issues.

• Repaired emergency network and connectivity

issues with 24/7 remote support to avoid potential loss of revenue for the company.

• Installing, configuring and maintaining wi-fi

modems and hi-speed internet dongles.

• Closed more than 95% of trouble tickets on the

first call without escalation.

• Awarded “star employee” two times for delivering outstanding technical support and customer

service.

• Specialized in Debugging and error tracking with data logs.

• Writing complex queries/scripts for ad - hoc

requests (Splunk, SQL, Python)

KEY HIGHLIGHTS

• Google IT support certified professional.

• Microsoft certified solutions associate.

• Apple care Mac technician.

• Certified automation tester (selenium).

Contact this candidate