HARLEEN ARORA

Brampton, ON L*Y *T*

+1-647-***-**** adukzy@r.postjobfree.com

Technical Support Specialist

PROFESSIONAL PROFILE

Over 5+ years of work experience with Technical Support and Customer services for various programs, apps and features.

Well experienced in attending the inbound calls and placing outbound calls to customers, providing quality resolutions related to technical issues timely, while interacting with customers

Excellent verbal and written communication skills as well as strong interpersonal skills

Great team player and ability to work independently with good multi-tasking skills

Outstanding analysing, problem solving, organizational and time management skills.

Possessing good analytical skills and systematic problem solving approach.

TECHNICAL SKILLS

Software and Tools: Working knowledge of various tools like on:

VPN, Test Link, Salesforce, Redmine, Zoho Desk, Zoho Assist, CRM, Jira, Footprint, Bliss, Core, VMware, Pure Cloud, Confluence, MS Office suite.

Operating System: Macintosh OS, Desktop Windows OS up to Windows 11 (both 32- bit &

64-bit) and the OS servers, Mobile devices.

PROFESSIONAL EXEXPERIENCE

InCom Web & e-marketing Solutions, North York, Oct 2021- Till date

Customer Technical Support Specialist

Administering, handling, assigning, resolving incoming customer enquiries regarding technical issues of the website and features over phone, emails and tickets.

Attending inbound calls and making call-backs as needed to provide troubleshooting and technical support of software and hardware.

Testing and reporting the potential bugs, discussing with developers, verifying fixes.

Training new hires from time to time on new products’ features and enhancements.

Handled the issue resolution and escalation effectively.

Concentrix Pvt. Ltd, Mississauga Jan 2019 – Sept 2021

Senior Technical Support

Resolved problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Attended the Inbound calls and working towards problem solving techniques as a phone support agent and provided the timely resolution without compromising on quality

Addressed the callers concerns by answering product and service related enquiries and adjustments, suggesting information about product and services

Well versed using Salesforce knowledge base and related portals. Jira/confluence for issues tracking and management

Took the escalations and supervisor calls, timely resolve and go over and beyond with resolution for better customer experience.

Handled different campaigns from Computer and smart phone OS troubleshooting to commuting services projects

Performed as a floor walking helping agents as SMEs when needed

Analysed usability and help implement ideas to constantly improve user experience.

Technical Support Executive and Software QA Team Coordinator March 2015 – June 2017

Norman ASA (AVG Technologies Avast Solutions), India

Defined and executed Acceptance testing, Functional, ad-hoc testing, System, Integration, Regression and Negative testing that ensures test coverage by Black box testing.

Worked on various products of Norman ASA, as well on AVG and Avast AV suites, (Norman was acquired by AVG technologies and later AVG by Avast Solutions).

Installed, maintained images and programs on desktops / laptops including the configuration of MS Windows Server OS, SQL, MS Office, TCP/IP, VPN, etc.

Used Jira, Salesforce, test link for various tasks

Provided technical support on the supported applications on Windows stand-alone, enterprise server OS and Mac OS.

Coordinated with team and testing the applications efficiently.

Maintained service ticket database

Defined and achieved goals for myself, team mates and encourage team work.

Performed customer interaction during pre-release cycle and resolved reported issues, collection of feedbacks and important testimonials

Coordinated for hiring new candidates for offshore location, scheduling and conducting preliminary telephonic interviews

Handled a team of testing analysts for testing and supporting the web based, desktop and enterprise based Anti-virus application suites

Trained team, working together testing features, programs and as individual contributor, reporting issues and status to clients were a few of the daily tasks

EDUCATION

Bachelor’s in Science in Computers, Punjab Technical University, India 2004

Diploma in Electronics and Communications, GPW College, India 2002

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