Bhumika Zala

Technical Support Specialist with experience providing Tier II support for hardware, software, networking, and account-related issues in fast-paced environments. Skilled in diagnosing and resolving complex technical problems using remote support tools, knowledge bases, and enterprise systems. Strong ability to document issues, collaborate with cross-functional teams, and deliver excellent customer service while meeting SLA targets.

Technical Support Advisor Tier II - Concentrix - Remote, ON

(2025-07 - 2026-06)

• Delivered Tier II technical support for hardware, software, networking, and account issues via phone, chat, and remote sessions
• Diagnosed and resolved complex technical problems using enterprise systems and knowledge management platforms.
• Documented incidents, service requests, and resolutions while maintaining data accuracy and confidentiality.
• Escalated critical issues and collaborated with cross-functional teams for timely resolution.
• Guided users on product features, system usage, and best practices to improve user experience.
• Managed multiple priorities in a high-volume environment while meeting SLA and performance targets.
• Documented technical issues, troubleshooting procedures, and resolutions while maintaining accurate records and supporting continuous improvement of IT processes.

Customer Service Rep. - Starling Community Services - Waterloo, ON

(2023-08 - 2025-12)

• Utilized internal information systems and database applications to maintain accurate records, update user information, and ensure data integrity.
• Managed confidential records, processed transactions, and maintained accurate documentation while following organizational procedures.

IT Support Engineer - Tata Consultancy Services - Gandhinagar, IN

(2022-01 - 2023-03)

• Provided end-to-end IT support for enterprise users, including troubleshooting desktop, application, network, and system-related issues in a Windows environment.
• Resolved daily technical incidents related to VPN connectivity, Outlook, Microsoft 365, printer issues, and user access management.
• Performed Active Directory operations such as user account creation, password resets, and permission management.
• Supported application deployments, system updates, and ensured successful software installations across user systems.
• Worked with ticketing tools to track, prioritize, and resolve incidents while maintaining SLA compliance
• Documented troubleshooting steps, incident resolutions, and created internal knowledge articles for recurring issues.

Post Graduation - Web Development - Conestoga College (2023-05 - 2024-08)

Bachelor of Information Technology - BE-IT - GTU (2017-07 - 2021-07)