Deepika R. Email & Phone Number

Calgary, Alberta, Canada

• Assisted with the installation, configuration, and maintenance of computer systems and applications.• Escalated complex issues to higher-level support or specialized teams as needed.• Documented all support interactions and solutions in the ticketing system to maintain accurate records.• Monitored backup system performance and reported any abnormalities to ensure continuous operation.• Regularly check camera functionality, including connectivity and image quality and promptly address technical issues such as camera going offline or pixilation• Effectively communicate and collaborate with team members and also ensured timely and effective resolution of user issues while maintaining high customer satisfaction

Calgary, Alberta, Canada

• Set up equipment for employee’s use, performing or ensuring proper installation of cables, operating systems and appropriate software following design or installation specification• Diagnosing and resolving desktop, hardware and software related issues within the estimated service level time using Unified Service Desk (USD) ticketing system• Involve in administration of active directory create, edit and maintain user accounts, groups, organizational units, and access permissions• Experience working with Active Directory and SCCM• Image, re-image, build and configure new/used company laptops and mobile• Resolved internal customer request utilizing remote support applications and knowledge base

• Resolved 300+ weekly customer inquiries via phone, emails related to managing patient appointments and doctor schedules• Extensive knowledge on health care application (Accuro EMR) and followed specific procedures to handle confidential patient information• Developed and enhanced standard operating procedures (SOP) to efficiently manage customer calls which resulted in high customer satisfaction• Maintained and prepared clear accurate records for informational, auditing and operational use and participated in reviewing and verifying data• Demonstrated exemplary customer service through excellent communication and strong interpersonal skills

Chennai, Tamil Nadu, India

● Understanding the client requirements and involved in functional study of the application● Designed, reviewed and executed test cases● Prepared test data for Functional and Integration testing● Validated data in reports based on the mockups provided in the report Business Requirement Document (BRD)● Involved in navigation testing of hyperlinks within the web application● Responsible for regression, compatibility (cross-browser), and system testing● Prioritized, and shared defects using Bugzilla ● Interacted directly with different stakeholders such as client, development team to help prioritize testing and defect fixes