Aman Asija
Customer Support Specialist
Chestermere
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer support industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialising in quality, speed and process optimisation. Articulate, enthusiastic and results-orientated with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
TSC Ignite Customer Service Solution
Rogers Communications
11.2022 - Current
- Proficient in understanding and working with various computer systems, including both hardware and software components
- Familiarity with common internet applications, such as web browsers, email clients, instant messaging software, and online collaboration tools
- Familiarity with networking concepts, such as IP addresses, routers, switches, and basic network troubleshooting
- Knowledge of different computer components, including CPUs, motherboards, RAM, hard drives, and graphics cards, and the ability to assemble and disassemble computer systems
- Restating the WIFI and its connectivity, band steering and setting up WIFI passwords
- Understanding of local area networks, including network topologies, protocols, and basic network configuration
- Utilize a systematic approach to troubleshoot technical problems
- Begin by gathering relevant information about the issue, such as error messages or specific symptoms
- Then, follow a logical process to identify the root cause and provide a resolution.
Technical Support Representative and Network Assoc
Ministry of Government CONSUMER SERVICES
02.2021 - 06.2023
- On every new day Helping New and existing user for setting up their laptop, desktop, Mobile devices, iPad, Workstations, Network and Local printers (Windows and IOS system) and security system upgradation
- VPN Related issues, setting up on Mobile devices or helping to activate Hard Token and troubleshooting
- Helping users to set up application, software as per requirement and updating the software when upgrade was available
- Office 365 support as providing One drive back to user’s portal
- Diagnose and identify problems utilizing tools from pre-established guidelines and instructions to perform the functions of the job
- Ability to diagnose and resolve technical issues related to computer systems, networks, and internet applications
- Patience and effective communication skills are essential when assisting customers over the telephone
- Aid users by recommending the most effective utilization of computers, standard software packages update, drivers, and their applications and related equipment (workstation and LAN)
- Performing commissioning and de-commissioning of Laptop, Desktop, Scanners and Printer on request
- Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system
- Track and follow up on problems reported to the IT Service Desk to ensure proper diagnosis at various levels and service levels are met in accordance with established service level agreements
- Monitor incidents and advise support groups of potential/upcoming and actual Service Level breaches
- Ensure assigned tickets managed appropriately during off shift, turnover ongoing activities to next on-site analyst.
Technical Support Analyst
METANOEA (Toronto)
01.2019 - 04.2019
- Providing technical support including installation and maintenance of hardware, software and peripheral components via telephone and email to customers residing
- Distribute computers according to assigned schedules
- Troubleshooting of window 10 and administration
- Upgrading of laptop and desktop software and their maintenance
- Procure computer parts, supplies, and materials for the purpose of ensuring the availability of items commonly required to repair computer hardware
- Diagnosing and troubleshooting issues related to internal and external hard disks and Solid-State drives
- Helped with installation on Windows, Mac
- Manage customer’s cases in depth
- Escalated issues if required
- Have timely follow up with the customers and never close a case until its resolved.
Education
ComptiaA -
Lambton College
04.2001 -
Bachelor of Science - Computer Science
Punjab Technical University
04.2001 -
Skills
Troubleshooting in real-time over the different Hardware and Software related issues
Xray and SMP to identify network connectivity
Virtual Machine and Hyper-V support
Operating Systems (Windows 10 and MAC Products)
Azure endpoint active directory for Mobile Device management
Communicating with customer using email, telephone and remote connection
Checking network devices to know any failure is reporting
Ticketing all the issues and priority given them accordingly
Virtual Network Computing (VNC) and Virtual Private Network (VPN)
Solid Organizational and communication skills
Office 365: OneDrive, Word, PowerPoint, Excel, Microsoft Teams, SharePoint, Outlook
Software: MS-Azure, Intune, and Radia Software Patch Installer
Multitasking and adaptive to skills
VPN setup on new computer and troubleshooting on old devices
Adding new user and deleting old users from one to another ministry
CRM Software Usage
Timeline
TSC Ignite Customer Service Solution
Rogers Communications
11.2022 - Current
Technical Support Representative and Network Assoc
Ministry of Government CONSUMER SERVICES
02.2021 - 06.2023
Technical Support Analyst
METANOEA (Toronto)
01.2019 - 04.2019
ComptiaA -
Lambton College
04.2001 -
Bachelor of Science - Computer Science
Punjab Technical University
04.2001 -
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