Daman Sahni

By helping users migrate their phones and PCs and providing peer support on technical concerns related to all systems and apps. Focus on managing ticket volume and customer comments on the platform within the time frames outlined in the service level agreement. Monitored the IT support mailbox, promptly addressing and resolving user requests.

Help with the time field and time capture invoicing software setup, configuration, and implementation. Maintain correct internal files and assist with general recordkeeping. Help with payroll processing and associated administrative duties Setting up MFA and work devices, installing apps on the assigned device, and addressing and resolving a range of client concerns, difficulties, and inquiries via phone, email, chat, and in-person interactions; smartphone/tablet issues; enterprise apps/systems and support inquiries.

IT Resource Administrator - CBI Home Health - Calgary, Canada

(2024-08)

• By helping users migrate their phones and PCs and providing peer support on technical concerns related to all systems and apps. Focus on managing ticket volume and customer comments on the platform within the time frames outlined in the service level agreement. Monitored the IT support mailbox, promptly addressing and resolving user requests.
• Help with the time field and time capture invoicing software setup, configuration, and implementation. Maintain correct internal files and assist with general recordkeeping. Help with payroll processing and associated administrative duties
• Setting up MFA and work devices, installing apps on the assigned device, and addressing and resolving a range of client concerns, difficulties, and inquiries via phone, email, chat, and in-person interactions; smartphone/tablet issues; enterprise apps/systems and support inquiries.
• Create, compile, and disseminate reports on key performance indicators and IT metrics. carried out account provisioning and IT equipment preparation as well as onboarding and offboarding duties. observing compliance regulations and service standards. carrying out audits of finished transactions where necessary.
• Answers phone calls from members who have both individual and group benefit programs. Answers phone calls for basic information on health initiatives supported by the government. To guarantee smooth operation, offer technical support for conferences, meetings, and events involving the entire organization. By actively seeking out chances to improve the user support experience, you may encourage an innovative culture.

Customer Service Representative - Trail Appliances - Calgary, Canada

(2023-04 - 2024-03)

• Respond to consumer inquiries on product specifications, order fulfillment, and complaint monitoring. To enhance the client experience, ship and receive parts and equipment in a polite, prompt, and informed manner. To process, modify, or cancel sales orders, use order input methods. Work closely with shipping and manufacturing to ensure that orders are delivered on schedule.
• Keep an eye on your office supply inventory. Create, dispatch, and maintain work orders daily for scheduling of planned maintenance and service. Be in charge of managing social media networks through marketing or the daily release of material for websites
• Help with queries about products and solutions, create layouts and viability plans for current on-site installations and prospective customers, and manage money collection, scanning, filing, and scheduling for pickup and drop-off. Keeping track of and documenting help tickets and raising issues when necessary
• Answering questions about payments, bills, new and current services, promotions, and service upgrades and downgrades using POS and QuickBooks systems. Send billing information and data to the invoice accounting program. decrease invoicing errors and expedite the billing process. sorted communications, handled emails and documents, and made purchase orders for customers.
• Answering and resolving a range of phone, email, and in-person customer complaints, concerns, and inquiries (such as questions about billing, technician ETAs, scheduling conflicts, service requests, and issues involving computers). coordinating and coordinating tasks with several builders, such as setting up digs, requesting procurement orders, checking payment statuses, etc.

Technical Support Specialist - Tech Mahindra - Chandigarh, India

(2017-03 - 2022-06)

• In charge of answering technical support calls, looking into and fixing user IT problems, and completing and clearly responding to user support requests. Work with workers in a ticketing queue that will respond to inquiries about solutions via phone, chat, and email. Assist users with diagnostic and troubleshooting procedures, which may involve using diagnostic tools and software and/or verbal instructions.
• Use problem-solving approaches to find and fix complex hardware, software, and network issues in corporate environments. Using resources like Dell TechDirect, offer comprehensive hardware and software support for Windows 11, iOS, Android, Lenovo, macOS, and Office 365.
• Independently determines how to address problems or unusual situations after doing an investigation and analysis to determine the root causes of challenges. Collaborate with the Tier 1, Tier 2, and Tier 3 support teams to prioritize issues, reduce downtime, and improve service. Managed vendors as well, which included contract negotiations and ensuring that services were provided on time and with quality.
• To guarantee thorough information availability, maintain and update documentation, such as SOPs and knowledge base articles. Keep thorough records of every client interaction and monitor call triage trends for reporting and development. Use pertinent problem-solving questions to collect thorough inquiry information and details.
• Assist in the development of relevant KPIs by working closely with departmental stakeholders to understand and manage opportunities for operational efficiency and reporting requirements. To provide top management with information for decision-making, create and maintain current performance reports.

Master of Computer application - Chandigarh University, India