Technical Support Specialist with Customer Focus

Sangita S. Rampersaud

**** ************* **, *** # *

Orlando, FL. 32803

Ph 407-***-****

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

Professional Experience

Publix – Customer Service/Cashier – from 04/01/2025

Kaseya – Customer Support Engineer – Level 1 (From Oct 2022 to Sept 2024 )

Responsibilities:

Build ongoing relationships with customers.

Perform incident triage and maintain ownership and first resolution until resolved or escalated for further research.

Answer system questions and provide workflow and implementation best practices.

Answer incoming support inquiries via various channels (Chat, phone, email & Zoom etc.).

Develop a strong technical and business expertise of all Kaseya products.

Develop a strong understanding of Kaseya customer requirements and processes.

Perform incident triage and first resolution.

Maintain ownership of incidents until resolved or escalated for further research.

Maintain ticket backlog per Kaseya service level agreement.

Experience in Jira and Salesforce.

Collaborate with leadership to improve skill sets and career development opportunities.

Create articles for our customer-facing knowledge base when related information is not present.

Company - Integration Innovation, Inc., - Service Desk Technician 02/22 – 10/22 (Company moved to head office)

Customer Service Responsibilities:

Provide direct customer service and technical support to local and remote users as required via phone, e-mail, online systems, and in person.

Provide professional and personal assistance to team members in answering inquiries, locating information, and analyzing technical requirements at a moment’s notice, sometimes in stressful situations. Follow-up with users until the issue is resolved.

The Service Desk Technician Responsibilities:

Monitor ticket queues, resolve assigned tickets with appropriate assistance from other team members and third-party vendors, escalate tickets outside of SLA’s until resolved.

Configure and install PCs, network printing devices, peripherals, and software, including physical attachment of equipment to the network.

Setting up workstations with computers and necessary peripheral devices for new hires.

Installing Verizon phones (one talk) and keeping track of the users through the Verizon portal

Inspecting computer hardware (HDD, mice, keyboard etc.) to ensure functionality.

Familiarity and expertise in various operating systems (Windows 10, macOS, Apple iOS, Android, etc.)).

Familiarity and expertise in business applications such as Microsoft Office 365, and PDF software.

Ensure system security is following company policy.

Create Ad accounts, password resets and verifying and unlocking the accounts when necessary in Active Directory,

Onboarding and offboarding for users.

Operate audio/visual equipment such as Video Teleconferencing devices, projectors, and presentation hardware.

Maintain and improve skills necessary to perform job functions.

Maintain an awareness of trends within the technology industry, researching and testing to determine how they could help our company.

Packages, deploys, installs and administers all company’s approved software.

Assign software license to the users and create their accounts and maintain the track in the excel spread sheet.

Tracking all the assets in Asset management and Keeping a track of Inventory in Asset Management.

Reimaging computers.

Fixing any internet/Wi-Fi issues and Global protect issues, patch panels (ethernet cable)

Perform other duties as assigned.

BPA International, - IT Support Specialist 5/18 – 09/2021

Support users with first line IT issues and refer to global IT support colleagues where necessary.

Assign and prioritize IT incidents and service requests to ensure that user requests and issues are dealt with in an appropriate, timely and effective manner.

Help manage and maintain all business Windows PCs and Laptops, iMacs and MacBook’s.

Assist in managing local network servers and equipment, both virtual and physical, particularly onsite switches, wireless access points, knowledge of firewalls.

Assist in user management using Active Directory (AD) and Office 365.

Ensure secure and compliant disposal of equipment as and when required.

Knowledge of LAN/WAN.

Setup new user and email accounts, experience supporting Office 365/MS Office Suite.

Setup email on Computers and Mobile devices

Assist end-users with password changes

Document Resolution steps for closed tickets and notes for escalations

Setup configure and test computer equipment and peripherals.

Performs IMAC (Install, Move, Add and Change)

Mostly importantly, all functions are completed while maintaining high standards of ethical and professional conduct while adhering to all company policies and procedures.

Quality Analyst Responsibilities: (For 2 year started in May-2018 in BPA International Company)

Quality Monitoring for Contact Centers (Apple Products)

Analyze content of interactions between Customers and Client Contact Centers by evaluating the content of telephone calls and written communications in the required language.

Provide feedback on adherence to policies and appropriate procedures used to enable Client to deliver outstanding customer service. Also, to provide feedback to assist the client with trends you are hearing from the customer to allow the client to improve overall customer satisfaction.

Successfully navigate custom software applications to research appropriate resolution and input evaluation results and comments on to BPA’s custom software systems.

Ensure all project analysis is completed in a timely manner and in accordance with the project’s requirements.

On an on-going basis, use internal feedback for self-development and adhere to all agreed processes associated with the project(s).

Ensure compliance with all up to date health and safety regulations and procedures, maintaining safe working practices and conditions.

Comply with all BPA policies and procedures and maintain the highest standards of Client and information confidentiality.

Convergys IT, 04/17 – 04/18

Technical Support

Responsibilities:

Handle questions via phone and addressing hardware, software, cable, internet, or telephone related issues.

Reporting/escalating issues through the appropriate channels.

Effectively communicate information with customers and team members.

Diagnosing and providing a path to resolve various technical issues.

Proactively identify ways to avoid recurrence of customer issues by improving processes, reviewing technical articles, and recommending changes.

Strive to meet highest level of customer satisfaction by resolving customer issues in a professional and timely manner.

Ability to navigate through multiple software systems while walking customers through a resolution.

Additional responsibility as business dictates.

Big Lots. November 2013 – 2018 (Part Time)

Responsibilities:

Merchandise, Maintain Shelf Presentations & Stocking

Attending to Customers enquiries and Complaints

Training new hire associates

Cashiering

Big Lots. November 2013 – 2018 (Part Time)

Responsibilities:

Merchandise, Maintain Shelf Presentations & Stocking

Attending to Customers enquiries and Complaints

Training new hire associates

Cashiering

Big Lots. November 2013 – 2018 (Part Time)

Responsibilities:

Greets and assists customers as needed in order to maintain the highest level of customer service.

Training new hire associates

Cashiering

Maintains appearance of the store’s interior and exterior to company standards including light maintenance duties and cleaning.

Performs other tasks as assigned by Store Leadership, such as cart retrieval, shrink control and safety-related tasks.

Performs general store operational duties including cashiering, customer service, truck unloading, stocking, merchandise recovery, and light cleaning or maintenance as assigned.

Certifications:

It Support Specialist Certificate from Google

Business Analyst Certificate

Currently working on CompTIA Security +

Education:

Bachelors, in Arts 1996 Dr. Ambedkar University.

Diploma in computers form Information Technology.

Diploma in Yoga from Mumbai University.

Diploma in Stress Management & Yoga Therapy.

Computer User Support Help Desk Support Specialist

Google IT Support Specialist from (coursera.org)

Intro to Network Security.

Network Essentials.

Network Security.

Advanced Network Security.

Database Management Systems.

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