Bhavya Shah

• Proficient in setting up new workstations, servers, and network devices, ensuring they were configured correctly for optimal performance.
• Experience in Application Development and SQL scripting and database security best practices.
• Experience in troubleshooting hardware, network issues, effectively escalating complex problems to higher-level support when necessary.
• Diagnosed hardware issue, determine whether it could be repaired or needed to be replaced, and then carry out the necessary actions.
• Experience working with SQL Server report developments, development, and deployment of SSIS packages.
• Proficiency in using ServiceNow and JIRA to log, update, and resolve support tickets.
• Understanding of ITIL best practices, especially as they relate to incidents, problems, and change management.
• Performed timely escalation of critical jobs and communicates with the application teams or other appropriate groups such as Unix Admin, DBA’s, etc.
• Monitoring, identifying, and reacting to problem situations to ensure successful completion of the batch cycles.
• Handled and resolved escalations, maintaining a 95% issue resolution rate within service level agreements (SLA’s).
• Creating and maintaining knowledge articles and manuals for systems and applications. This demonstrates the ability to document processes and solutions effectively.

WORK EXPERIENCE

Technical Support Toronto, ON

Honeywell Aug 2022 – Sept 2023

• Offered second level technical support via Jira Ticket system, phone, and email, reduced ticket resolution backlogs by 25% and increase service uptime by 5%.
• Maintained and supported other workstations, mobile devices, printers, and peripherals and responded to user service requests via remotely or on premises.
• Ensured system security against possible malware attacks for desktop, mobile and cloud environments.
• Prepared reports and presentations by utilizing Microsoft Word, Excel, and Outlook to facilitate decision making.
• Set up secured LAN/WAN, Router, Switches, Wi-Fi, and VoIP networks at remote locations, leading client/

server configuration and performance tuning to ensure seamless business operations.

• Prepared and deployed software images on 100’s of Windows 10 / Mac OS devices using VM manager or

Azure platform.

• Provided mobile support with various tools such as MaaS360 or Tangoe serving around 50 clients remotely. Moreover, managed printer - peripheral issues for HP and tracking software to optimize print infrastructure and monitor usage.
• Resolved router, switch access, hub around premises and provided remote support using Team viewer and Zendesk.
• Maintained Service Level Agreements by consistently resolving incidents under ITIL within agreed upon timeframes.
• Deployed Microsoft Windows updates and software patches through SCCM, ensuring 99% compliance with security protocols.

Financial Representative Toronto, ON

CIBC Bank Aug 2020 – July 2022

• Handled around 70 – 100 inbound calls and offered seamless assistance such as client’s account status,

money transfer, pre-screening loan applications and tech inquiries.

• Troubleshoot any VPN issues with AnyConnect through web support, chat, or phone call.
• Processed financial transactions such as credit lending, mortgage applications, and debit card activations.
• Took ownership of client’s issues and take quick decisions to provide quick and accurate service.
• Assisted clients in troubleshooting issues with their accounts and resolved problems in a timely and professional manner.
• Resolved Clients in troubleshooting mobile app or websites with site access denied, or certain plugins installed affecting mobile-web apps to load forever. Resolved through JavaScript plugins, caches removals, and firewalls configuring.
• Maintained electronic records of documents and correspondence for privacy and easy access.
• Maintained confidentiality and security of customer information to ensured financial compliance with regulatory standards.

EDUCATION

Centennial College Toronto, ON

Post Grad – Networking Systems, Cumulative GPA: 4.16/ 4.50 2019 – 2020

Sault College Sault St. Marie, ON

Post Grad – Project Management, Cumulative GPA: 3.8/4.0 2018 – 2019

Gujarat University Gujarat, India

Bachelor’s in computer engineering, Cumulative GPA: 9.1/10.0 2014 – 2018