Garima
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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
