Dax Ponkiya Email & Phone Number

Burlington, Ontario, Canada

Toronto, Ontario, Canada

• Respond to inbound contacts, primarily phone but also Live Chat and email• Diagnose and identifying problems utilizing IT knowledge and trouble shooting skills as well as tools from a knowledge management system, specialized hardware and software tools• Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN)• 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.

Hamilton, Ontario, Canada

Hamilton, Ontario, Canada

• Delivering professional repairs in Cell phone, Laptops and PCs to the customers in need, provide warranties in labor, building trust and relationships with customers.• Troubleshoot problems in devices like Printers, Scanners, CD-DVD Writer by fixing hardware and installing drivers which is compatible with the hardware version.• Installation of different operating system like Windows, Ubuntu, Linux/Unix, Macintosh etc. in new or existing Laptops and PCs.• 99% successful rate in data backup and transferring it to another devices, a record of successfully recovered a total of 1TB from different storage devices with data recovery software, saving customers time, hard work and valuable data.• Have fixed hardware and software issues on Linksys, D-Link, and different routers, giving customers peace of mind that they can safely conduct their work on Internet from Home.

Oakville, Ontario, Canada

• Manage the ITSM ticketing system and process case as per their type.• Classify Tickets based on ITIL management and raise support tickets to be assigned to engineers,• Engage with technical resources.• Interact with Support team on daily basis to solve their queries within ticketing system. Regularly check SLA chart to make sure tickets are not breached and report to Manager/Supervisor if it does• Review incoming emails and requests, provide initial triage, as well as opening tickets and assigning to technical resources.

Toronto, Ontario, Canada

• Handle the incoming calls from client throughout the Ontario Province facing any kind of technical issues.• Identify the client’s issue, determining if it’s a know or new issue, following prescribed procedures to remediatethe issue and work with others when additional steps are required.• Remotely connect to Client’s Machine in order to identify the issue and start the troubleshooting process.• Handle the Tickets that are assigned to Remote Support Group from Service Desk Analyst and work with clientsuntil status gets to resolved.• Support the desktop environment using Information Technology Infrastructure Library (ITIL) incident and changemanagement processes and frameworks.

Hamilton, Ontario, Canada

• Assists customers, perform checking duties with an emphasis on providing friendly, courteous, customer service.• Assists customers outside of the grocery department, at the direction of store management, with an emphasis on providing customer service.• Work involves continuous interaction with customers and co-workers in a fast-paced environment.• Mental alertness to ensure safe, accurate, completion of work activities and to do repetitious work accurately.