Arsh Sidhu

Technical Support & Customer Service professional with 3+ years of experience supporting high-volume environments in banking, utilities, retail, and IT operations. Skilled in troubleshooting technical issues, resolving account access problems, and supporting end users across digital platforms including online banking and CRM systems. Strong knowledge of IT support workflows including ticketing systems, incident tracking, and escalation procedures.

Hands-on experience in system monitoring, cybersecurity fundamentals, and data analysis using Python and Power BI. Proven ability to resolve 50+ support tickets daily while maintaining high customer satisfaction and service quality.

Technical Support Representative - CIBC - Ontario

(2024-08 - 2025-05)

• Provided technical support for online banking, mobile banking, and digital platforms.
• Resolved login, password reset, and account access issues for customers.
• Handled 50+ support tickets daily while maintaining service quality standards.
• Documented issues and resolutions using CRM/ticketing systems.
• Assisted customers with troubleshooting digital banking features and security tools.
• Ensured data security and followed strict authentication procedures.

System Security Analyst (Contract Role) - Mastercard - Ontario

(2025-06 - 2025-07)

• Monitored system logs and security alerts to detect potential threats and vulnerabilities.
• Analyzed system activity to identify unusual behavior and security risks.
• Supported incident response by documenting and escalating security issues.
• Reviewed user access permissions and ensured compliance with security policies.
• Assisted IT/security teams in maintaining system integrity and uptime.
• Contributed to improving system monitoring and alert response processes.

Customer Service Representative - Electra Utilities - Ontario

(2023-08 - 2024-08)

• Provided support for billing, account access, and service-related issues.
• Resolved customer complaints and service disruptions efficiently.
• Managed high-volume inbound calls and email support requests.
• Updated customer accounts using CRM systems with accuracy.
• Explained billing systems, payment options, and account tools to customers.
• Escalated complex technical issues to internal departments.

Merchandise Sales Associate - Canada's Wonderland - Vaughan, ON

(2024-03 - 2025-01)

• Processed 150+ POS transactions daily with accuracy.
• Assisted customers with product inquiries and issue resolution.
• Supported system-based transactions and payment troubleshooting.
• Maintained inventory records and ensured operational accuracy.

Team Lead - Crumbl - Oakville, ON

(2025-01 - 2025-05)

• Led and supervised a team of 30 employees in daily operations.
• Trained staff on POS systems, inventory tracking, and customer service procedures.
• Resolved customer and operational issues in real-time.
• Managed workflow efficiency and ensured service standards were met.

Junior Data Analyst Program - NPower Canada (2026)

Diploma in Computer Programming - Sheridan College (2024-12)