Harnain Singh Banga

Technical Support professional experienced in high-volume customer environments, technical troubleshooting, incident documentation, and escalation management. Strong foundation in Windows systems, hardware, software, networking, and remote support, backed by a BSc in Information Technology and CompTIA A+ certification.

Technical Support Advisor - Transcom Worldwide Inc. - Toronto, ON

(2024-07)

• Manage 30–40+ technical cases daily while maintaining 98%+ SLA compliance
• Troubleshoot software, connectivity, configuration, account, and device-related issues
• Document symptoms, troubleshooting steps, and resolutions accurately within support systems
• Guide customers through technical solutions and escalate complex incidents to specialized teams
• Improved case accuracy and contributed to a 15% reduction in repeat issues

Technical Operations Support Analyst - Delta Pvt. Ltd. - Pune, India

(2021-09 - 2022-12)

• Supported technical and operational issues involving systems, applications, and user workflows
• Gathered diagnostic information, documented incidents, and coordinated complex escalations
• Investigated system and data discrepancies and assisted with root-cause identification
• Improved issue tracking and reporting efficiency by 20% through standardized documentation

Sales Associate - Kognitive Sales Solutions - Kitchener, ON

(2024-05 - 2024-12)

• Assisted customers with product inquiries and technology-related questions
• Achieved 110%+ of monthly targets through effective customer engagement

Customer Service Associate - Tim Hortons - Kitchener, ON

(2023-10 - 2024-04)

• Managed 200+ daily transactions while resolving customer concerns in a fast-paced environment

Board of Directors - Conestoga Students Inc.

(2023-05 - 2024-04)

• Contributed to operational governance and organizational decision-making

Post-Graduate Certificate - IT Business Analysis - Conestoga College (2023-01 - 2024-04)

Bachelor of Science - Information Technology - University of Mumbai (2018-06 - 2021-05)