Member Service Assistant September 2023 – Present
Costco Wholesale, Calgary, AB
- Provide basic support for hardware issues, including workstations, printers, and peripherals; diagnose POS terminal errors and coordinate with IT for hardware checks and software updates, reducing transaction errors by 10%.
- Served 100+ customers per shift, resolving inquiries, returns, and membership issues with empathy and professionalism, maintaining a 95% customer satisfaction rating.
- Trained 5 new team members on POS operations, customer engagement, and loss‑prevention protocols, improving team productivity by 20%.
IT Technician March 2022 – August 2023
Sunny Networks and Cable, Vadodara, IN
- Provide first‑line technical support to customers via phone, email, or chat, assisting with hardware (faulty RAM, printer jams) and software issues (application crashes, login errors); create, manage, and track support tickets in ServiceNow, achieving a 90% first‑call resolution rate.
- Diagnosed technical problems by reviewing system logs, running hardware diagnostics, validating network connectivity and escalating complex issues to Tier II teams.
- Assemble, configure, and rebuild desktops and laptops computers, install Windows 10/11 and macOS, update BIOS/firmware, install drivers, join devices to Active Directory anddeploy OS images via SCCM by reducing deployment time by 25%.
- Use remote desktop tools to assist customers with software installation, configurations (Microsoft Office 365, custom line‑of‑business apps) and troubleshooting, resolving 85% of issues without on-site visits.
- Educated end‑users on basic IT procedures, best practices, and security protocols via one-on-one sessions covering password best practices, multi-factor authentication, phishing awareness.
- Assist in enforcing company and industry‑standard security policies by helping users with password resets, enabling MFA, installing/maintaining antivirus software (Microsoft Defender ATP, Trend Micro), performing regular security scans, and remediating malware outbreaks with zero data loss
