Customer and Technical Support specialist

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CONTACT

Visa Status: Canadian Citizen, TN Visa

Phone : +1-437-***-****

Email : *******.*****@*****.***

LinkedIn Profile

SKILLS

• Technical & Customer Support

• iPhone - iOS Support

• MS Office - Word, PPT, Excel

• Agile methodology, Jira, Confluence,

Trello, Scrum, Kanban

• Diagnosis and Troubleshooting

• User Experience & Performance

Analytics

• Automated Test Framework

• ServiceNow ITSM & Administration

• Power BI, Zendesk, Salesforce

• Python & C programming

• SAP CCS

TRAININGS

• Training in ServiceNow Administrator

and Developer

• Training in Azure Data Analytics

• Training in Software Testing

CERTIFICATIONS

• Certified ServiceNow Administrator

• Microsoft Azure Fundamentals

Professional

• IBM Data Analyst Professional

Certificate

PROFESSIONAL SUMMARY

Seasoned Professional with over 2 years of work experience in providing exceptional Technical & Customer support services. Adept at managing high- volume inquiries via phone, email & chat offering timely solutions and ensuring customer satisfaction. Recognized for a passion for helping clients, multi- tasking skills and the ability to work in fast-paced environments. Skilled in handling complex inquiries, resolving issues and enhancing the customer experience. Detail-oriented team player with strong organizational skills. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. WORK HISTORY

Technical Support Advisor II, 05/2023 - Till Date

Concentrix - Vancouver, Canada

• Delivered exceptional customer service by patiently listening to customers' concerns, asking probing questions, and providing clear instructions and explanations. Effectively communicate complex technical concepts in a user-friendly manner

• Successfully provided remote technical support to customers, utilizing remote desktop tools to troubleshoot and resolve issues. Efficiently managed and prioritized support tickets via call, email, and chat through a help desk ticketing system, ensuring timely resolution of customer inquiries. Resolved an average of 30 customer technical issues per day. Escalated unresolved tickets to the appropriate support team promptly to achieve service-level agreements

• Maintained comprehensive documentation of support activities, including troubleshooting steps and resolutions, to build a knowledge base for the team. Contributed to the development of internal resources to empower users to resolve common issues independently

• Diagnosed and resolved hardware and software issues, ensuring minimal downtime for customers. Effectively troubleshot network connectivity problems to restore service and maintain customer satisfaction

• Demonstrated a strong aptitude for learning new technologies, quickly adapting to changes, and staying current with emerging industry trends. Actively pursue professional development opportunities to enhance technical skills and knowledge.

NextGen Program Extern, ServiceNow Oct 2023 - Dec 2023 Vancouver, Canada

• Demonstrated proficiency in knowledge of the ServiceNow platform and products via instructor-led and on-demand coursework, case studies, and projects during a 10-week interactive reskilling program.

• Conceptualized and configured custom applications within multiple ServiceNow instances using form configuration, scripting, Service Catalog configuration, Web Services, Homepage, Dashboard, and Service Portal.

• Developed an application that decreases the response time of customer feedback. The tool also served to increase customer satisfaction ratings over time.

GEETA KANGURI

• Managed team project using Agile framework to create a project plan, define roles, and determine tracking metrics to ensure a cross-functional understanding amongst project members.

IT Recruiter (Freelancer), 04/2016 to 06/2019

Bengaluru, India

• Managed IT Recruitment and the overall full-cycle recruiting process; sourcing, screening, selecting, and onboarding candidates

• Researched all client-related discrepancies attaining 95% + customer satisfaction

• Provided candidates with status updates, via email and/or phone, regularly

• Created Boolean search strings to identify technical profiles via various social media platforms and Job Boards

• Developed networks and long-term relationships with clients and candidates, networking through industry contacts, campuses, and social networking mediums

• Proactively researched new sources for active and passive candidate recruiting, closely monitoring recruitment trends

• Created, edited, and maintained job postings and client/candidate files on applicant tracking systems, and other Internet sites and professional organizations

• Empathized with job seekers, and communicated complex messages in an accessible, professional, and friendly manner

• Went to great lengths to support clients in obtaining meaningful employment Software Test Engineer (Freelancer), 03/2013 to 06/2015 Upwork - Remote

• Analyze Software Functional Requirements and provide inputs for Test Plan.

• Write test cases & Scenarios for the requirements in JIRA.

• Conduct System, Integration and regression tests and analyze test results.

• Prepare Test Reports and log defects in JIRA.

• Attend daily standup meetings, sprint planning and share testing updates. EDUCATION

Bachelor of Engineering in Mechanical

Visvesvaraya Technological University - Belgaum, Karnataka India

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