Garima Soni

Organized, fast learner and good communication skill

IT Technical Analyst, BMO Financial Group| Scarborough, Ontario Aug 2017- Mar 2018

● Providing support for all IT equipment- servers, PCs, printers, scanners, laptops, switches, routers,

video conferencing and projection systems, and external peripherals

● Providing hardware/software support- installation, update, configure, troubleshoot

● Verifies request as per prioritization, categorized and gather information for all Incident to perform basic research

● Encouraged standardization of the incident report and provided documentation format for the team member in order to solve potential problems

IT Service Analyst, IBM Canada Ltd. | Markham, Ontario Jan 2017- Aug 2017

● 1st and 2nd line support –troubleshoot of all IT related problems for in-house software to hardware

● Ensured reports were produced accurately and in a timely manner

● Conducted root cause analysis for recurring faults to provide proactive solution for similar failures in future

Customer Service Representative, Safeway Wine and Spirits Calgary, AB Oct 2015- May 2016

● Creating positive customer experience and resolved client problems quickly also referred unsolved queries to supervisor

● Generating invoice and collecting payments, returns and refunds and maintaining concise and accurate records associated with the transactions.

● Forecast and ordered Inventory based on previous usage, flyer, sales and maintained inventory records.

● Verify deliveries against invoices complete shortage and overages reports.

● Trained two administrative assistants to ensure attention to detail and adherence to company policies

1st Level Engineer, Ericsson India Global Private Ltd. | New Delhi, India Dec 2011- Dec 2013

● Ensured Network Operations Maintenance of Intelligent Network/Value Added Service for the cellular network of Bharti Airtel for more than 40 million customers

● Proactively monitored alarm for remote network devices. Timely reported to different work groups,

external contractors, and consultants and monitor its progress update.

● Proficient knowledge in GSM, OSI, TCP/IP, SS7, CAMEL, SIP, IP, and call flow

● Handled Customer Complaints forwarded by other technical support teams

Customer Experience Associate, TD Bank| Port Elgin, Ontario Aug 2021- Present

● Process financial transactions like deposits, withdrawals and bill payments as per standardised operating procedures, industry regulations and TD's Code of Conduct and Ethics

● Understand and determine customer needs to recommend solutions specific to those needs while exercising discretion in confidential matters

● Respond and resolve customers' concerns using standard procedures and escalating non-standard activities, as necessary

● Achieve assigned goals and business objectives by promoting banking solutions and completing business processes in a timely and accurate manner

● Connect personally with customers to advise them appropriately and clearly on banking solutions and processes