Customer Service Representative - Air Borealis/ Pal Airlines - Canada
(2024-09)
Industry: Canadian Regional Airlines
- Provide front-line customer support for passengers, including booking assistance, ticketing, and flight information for regional and charter services.
- Coordinate daily flight logistics, ensuring accurate scheduling, cargo handling and passenger manifests.
- Manage freight and mail logistics, including documentation, weight balancing, and timely delivery to remote destinations.
- Maintain accurate records of bookings, payments and cargo transaction using company systems.
- Support flight dispatch operations by communicating weather updates and operational changes.
Technical Support Consultant - Rogers - Canada
(2024-02 - 2024-08)
Industry: Telecommunication. Projects: IPTV, HSI, IHP
- Handling Rogers products related services.
- Manage several tools for troubleshooting on the CX devices.
- CX Authentication and addition authorize contact in the account.
- Troubleshoot modem and IPTV related request.
- Use video call tool call tool to access the device physical condition.
IT Helpdesk/User Support - VAS-TUM INC. - Canada
(2022-10 - 2024-01)
- Implements, installs, configures, monitors, troubleshoots, and evaluates existing and new Microsoft Windows server operating systems.
- Manage and check network printers and desktop
- Monitor asset life cycle
- Troubleshooting of a Microsoft Exchange 2013/Office 365 enterprise hybrid environment for the AFNET, utilizing Remedy ticketing system.
- Technical support to onsite users
- Provide support to customers via telephone, chat, email, and electronic services such as remote troubleshooting support.
- Responsible for integration of user workstations, including MAC workstations, with Microsoft Windows server and operating systems and Active Directory.
- Troubleshooting Devices
- Manage calls and meetings for the users
- Carrying out L2/L3 troubleshooting in Office 365 applications like Outlook, Excel, One drive, SharePoint, Teams, etc.
- Prioritize problems, escalate High Priority requests
- Supported end-users post migration and deployment with any incidents/requests pertaining to Microsoft 365 Apps for Enterprise, Microsoft Teams, OneDrive, SharePoint and Office add-ons on their company desktops, laptops
Senior Service Desk/Help Desk Analyst - Total IT Global
(2019-04 - 2022-10)
Industry: IT Services and solutions.
Methodology: Agile.
Projects: Kier UK (Coordinate and worked with up to 200 Users for support across UK. Track approximately 250 tickets a month.
Supports
Dispatch/Schedule visit across EMEA region. solve Level 1 problems relating to hardware failure, software applications and peripherals), GSK (Coordinate and worked with up to 50 users for support across Asia Pacific & EMEA region. Track of approximately 90 tickets.
Supports
Dispatch/Schedule visit across 5+ countries in APAC and EMEA region. Provided excellent customer service using effective problem-solving skills), Johnson and Johnson (Coordinate and worked with up to 100 users for support across Asia Pacific & EMEA region. Track of approximately 150 tickets.
Supports
Dispatch/Schedule visit across 10+ countries in APAC and EMEA region. Consistently share solutions with peers)
- Migration and deployment of Windows XP users to Windows 7, using Windows backup/restore, including configuration of Windows XP Mode.
- Manage the relationship between support team and Executives and Board of Directors members to ensure top tier service is maintained while managing expectations
- Ensure all requests and incidents are resolved within established service level targets
- Follow-up with client to confirm resolution and customer satisfaction
- Complete special projects as assigned by the Manager
- Coordinate contributions to self-help knowledge base, including regular reviews for new, updated, or outdated knowledge articles
- Promote and recommend the latest products and services to customers
- Follow up with external teams for end-to-end delivery of all services and operations.
- Build and oversee a standardized incident management process and communicates roles and responsibilities of stakeholders involved in incidents.
- Define and manage service level agreements with clients.
- Communicate and collaborate across the organization in support of timely incident resolution.
- Continuously assess ITSM processes and their alignment to needs as the organization and makes proactive changes to the processes to ensure fit for purpose.
- Prepare RCA (Root Cause Analysis) of repeated incidents and minimize future risks
- Align Engineer for IT related issues for client as per requests
- Validate data after closure for many projects for billing purpose and prepared billing report for 8 Projects
- Monitored the daily requests from the user and work accordingly
- Dispatch appropriate resources for facilities related requests
- Dispatch technical service for software and hardware problems
- Planning and delivering turnkey projects within given SLA and at efficient costing
- Ensuring operational deliverables are in line with quality framework as per agreed MSA (Master Service Agreement)
IT Engineer - GRD EXIM
(2017-03 - 2019-03)
Industry: Export of vegetables outside India
- Check all onsite devices and connect with the network
- Troubleshoot devices for the user
- Ensure user privacy is protected at all times
