I am a Technical Support Specialist, troubleshooting system issues, enhancing IT service workflows, and improving operational efficiency.
About
About Me
I am a Technical Support Specialist with nearly four years of expertise in diagnosing, resolving, and documenting hardware, software, and IT service management issues. I specialize in managing multi-channel support environments, optimizing incident workflows, and enhancing service delivery through precise troubleshooting and data-driven solutions. I have a proven track record of reducing resolution times, improving SLA compliance, and creating structured knowledge assets to empower end-users and teams. My strength lies in translating complex technical challenges into actionable, user-friendly solutions that drive operational efficiency and client satisfaction.
Skills
Technical Troubleshooting
90%IT Service Management
90%Customer Communication & Ticket Management
90%Workflow Automation & Process Improvement
90%Training, Documentation, and Knowledge Management
90%Data-Driven Analysis for Forecasting & Optimization
90%MY PROJECTS
Multi-Channel Technical Support Optimization
Rogers Communication
- Implemented tiered troubleshooting workflows to enhance first-contact resolution rates across phone, chat, and virtual platforms.
- Authored and integrated 30+ internal SOPs and technical solution guides to streamline support processes and reduce redundant queries.
- Automated ticket categorization processes to ensure accurate incident reporting and SLA compliance.
Sales-Driven Technical Consultation Platform
Staples Canada
- Designed customized system solution frameworks based on client needs, improving post-sale satisfaction rates and client retention.
- Leveraged CRM automation and predictive analytics to enhance follow-up protocols and increase return customer interactions.
- Utilized competitive intelligence tools and product demonstrations to boost enterprise client acquisition and conversion rates.
ITSM Workflow and Knowledge Management Enhancement
Rogers Communication
- Collaborated with engineering and QA teams to refine escalation matrices and root cause diagnostics for faster SLA resolution.
- Developed and delivered onboarding training modules focused on structured troubleshooting and escalation handling.
- Conducted monthly audit reviews and integration checks with infrastructure teams, reducing redundancy in ticket submissions by 22%.
Work Experience
Desk Support Specialist | Rogers Communication - Alberta
January 2024 - December 2024
- Maintained 95% first-contact resolution rate by implementing tiered troubleshooting workflows across multi-channel platforms.
- Authored and deployed 30+ SOPs and technical guides, reducing redundant queries by 20%.
- Automated ticket logging and categorization, ensuring 100% compliance with incident tracking protocols.
- Designed and delivered onboarding training modules, boosting trainee operational competency by 40%.
Technology Sales Area Representative | Staples Canada - Ontario
January 2023 - December 2023
- Configured customized IT solutions based on client infrastructures, maintaining a 95% satisfaction score.
- Leveraged CRM automation to increase return customer interactions by 28% within six months.
- Collaborated with supply chain teams to forecast demand, improving stock readiness by 18%.
- Led in-store merchandising strategies, driving a 22% lift in bundled sales through seasonal campaigns.
Education
Postgraduate Diploma in Business Management | Canadore College, Ontario
May 2023 - December 2023
- Developed expertise in organizational behavior, project leadership, and business operations.
- Gained hands-on experience in workflow optimization and strategic management processes.
Postgraduate Diploma in Project Management | Canadore College, Ontario
September 2022 - June 2023
- Specialized in project lifecycle management, risk assessment, and quality assurance practices.
- Worked on case studies involving real-world project planning and execution methodologies.
Bachelor of Science in Information Technology (BSc IT) | Ganpat University, India
April 2018 - June 2021
- Built a strong foundation in computer networks, software engineering, and database systems.
- Completed multiple projects focusing on IT infrastructure, system administration, and security protocols.
