Technical Support It

Monika Monika

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

Phone: 647-***-****

Address: *** ********* *****, ********, **, N2L 4A4

Professional Summary

Motivated and customer-focused IT Support Specialist with over 3 years of hands-on experience in technical support, troubleshooting, and client service management. Skilled in diagnosing and resolving technical issues across hardware, software, and network systems. Demonstrates excellent communication, analytical thinking, and collaboration abilities. Passionate about learning new technologies, mentoring team members, and ensuring high levels of customer satisfaction.

Core Competencies

Advanced Technical Troubleshooting (Windows, Linux, Macos, Android, Ios,

Customer Relationship Management (CRM, ServiceNow, SCCM)

Escalation Handling & Root Cause Analysis

SQL & Database Troubleshooting (MS SQL, Oracle, PostgreSQL)

Networking Protocols (TCP/IP, HTTP, SSL/TLS, REST API)

Cloud & Virtualization Fundamentals (AWS, Azure, Docker, Kubernetes)

Strong Communication & Collaboration Skills

Continuous Improvement & Team Mentorship

Strong verbal and written communication

Analytical and critical thinking

Active listening and patience under pressure

Multitasking and time management

Adaptability and flexibility in dynamic environments

Positive attitude

Hardware: Desktops, Laptops, Printers, Scanners, Tablets, iPads

Professional Experience : Technical Support Representative

Gate-stone & Co. Inc., Toronto, (Nov2022 – dec 2024

Provided advanced technical support via phone, email, and chat, ensuring timely resolution of customer issues.

Troubleshot and resolved complex problems related to network, internet, cable, and computer systems.

Documented all customer interactions, troubleshooting steps, and resolutions in ServiceNow.

Collaborated with escalation and engineering teams to resolve advanced technical issues.

Delivered professional and empathetic communication while maintaining high customer satisfaction scores.

Created internal knowledge base articles to assist with recurring issues.

Supervisor

Brassex Inc., Mississauga, ON

Aug 2021 – sep 2022

Managed daily operations and supported technical troubleshooting for software and hardware systems.

Provided leadership and mentorship to team members, ensuring adherence to quality and performance standards.

Maintained detailed documentation and ensured compliance with internal policies and security protocols.

Supported continuous improvement initiatives to enhance team efficiency and service delivery.

Education

Bachelors of technology in computer science(2014-2018)

Information Technologies Support Services Diploma

Stanford Canadore College, Mississauga, ON

January 2020 –aug2020

Project Management I.T (oct2020 –June2021)

Achievements & Highlights

Consistently met or exceeded KPIs related to customer satisfaction.

Recognized for exceptional professionalism and problem-solving under pressure.

Provided on-call support and successfully managed escalations in critical situations

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