Tech Support Customer

Nikita Kapoor

PROFESSIONAL SUMMARY, STRENGTHS AND ABILITIES

Experienced in admin and back office related tasks.

Smart, hardworking, passionate, confident, dedicated, empathetic and calm which has always helped in achieving deliverable and goals timely.

Excellent communication and interpersonal skills contributed towards preparing plans, identifying and formulating solutions.

Extensive analytical and problem-solving abilities helped towards in-depth analysis and overcoming challenges.

High grasping ability and quickly learns new skills.

Curious, diligent and positive persona.

EDUCATION

Full Stack Software Development in Lambton College, Mississauga Present

Bachelor of Technology in Computer Science Engineering with 83.87% 2015-2018

Diploma in Computer Engineering with 78.33% 2012-2015 ORGANIZATIONAL EXPERIENCE

Senior Analyst and Tech Support in Accenture 01/25/2021 – 08/01/2022

Programmer Analyst and Support Resource in Cognizant Technology Solutions 08/28/2018 – 01/08/2021

Project Trainee in STMicroelectronics 07/24/2017 – 06/27/2018 EXPERIENCE AS CUSTOMER TECH SUPPORT RESOURCE

Work on the tasks and service requests within SLAs and deadlines.

Participate in work planning and planning deliverables against resource capacity.

Leading team for fulfilling deliverables as per plan.

Scheduling and assigning tasks and tracking progress on Kanban.

Understanding customer issue quickly and responding appropriately within SLA.

Create Weekly reports for the activities performed by team.

Maintain documentations.

Creating, maintaining and providing knowledge articles to customer for self-help.

Providing customer support regarding processes and user interface (UI) applications by attending to and clarifying customer queries.

Salesforce, MSOffice, Outlook

+1 (416) 559 - 9642 ****************@*****.***

https://www.linkedin.com/in/nikit a - kapoo r - 337927 a b

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