Brampton, Ontario, Canada
Currently pursuing a Graduate Certificate in Cloud Computing at George Brown College, with studies focusing on cloud technologies and infrastructure. Previously earned a Bachelor in Computer Application in Computer Science from Multani Mal Modi College, Patiala. Gained hands-on experience as a Technical Support Representative at Tech Mahindra, delivering level 1 support for hardware, software, and connectivity issues. Proficient in help desk support, incident management, and troubleshooting, with a focus on resolving system performance and network connectivity challenges. Eager to contribute to IT operations while advancing skills in cloud automation and system administration.
• Provided level 1 technical support to customers through phone, chat, and email for hardware, software, and connectivity related issues. • Troubleshot Windows operating system problems, application errors, and system performance issues using structured diagnostic methods. • Assisted users with account access problems including password resets and basic identity management support. • Diagnosed and resolved common network issues such as Wi-Fi connectivity, browser problems, and VPN access. • Created and managed support tickets in ticketing systems while maintaining accurate documentation of incidents and resolutions. • Guided customers through step-by-step troubleshooting to resolve technical issues and improve user experience. • Assisted in installing and configuring software applications, drivers, and operating system updates. • Escalated complex technical problems to level 2 support teams following service level agreement procedures. • Maintained high customer satisfaction by communicating solutions clearly and professionally. • Followed IT service management practices and company security policies while handling customer data and systems