Deepti Kaushal Email & Phone Number

Toronto, Canada Area

• Documented and tracked all received requests in incident management system.• Develops strong and productive work relationships with others: analysts, peers, management, Quality Assurance, Production Support, Project Management, etc• Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; tracked status of problems and solutions.• Collected and updated data to assist with customer issues and concerns.• Assisted with software installations.• Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.• Steered negotiations of pricing with customers regarding open item products.• Identified priority issue and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators.• Provided technical support for client services and direct clients.• Diagnosed incidents and described accurately to developers technical issues for correction beyond our departmental scope.• Troubleshot performance issues on multiple device regarding the installation and utilization of company specific applications and other web portal related issues for clients and client managers

Mississauga,On,Canada

Technical Resolution Specialist• Troubleshooting PDA devices (Blackberry, Apple, Android, Palm OS, Windows, Symbian ) & Mobile Internet Sticks and Hubs • Providing helpdesk support for Level 1 agent and Support corporate customers and privileges customer • Assisted in troubleshooting user problems relating to Operating System Issues (Win 10 ,Win 8 ,Win 7, Win XP, Win Vista, NT, and Win 2000, Linux and MAC )• Excellent knowledge of Microsoft Office, Word and Excel • Troubleshooting Wireless connectivity issues (CDMA,GSM,GPRS,HSPA,LTE)• Preformed installation and software upgrades for data devices on Windows and MAC.• Sync PIM with MS outlook, Notes & other mail clients • Strong knowledge of CDMA, HSPA, LTE network.• Handled Ticketing system in order to escalate to network/other team else resolved the issue.• Providing Peer to peer support and vendor support• Provided key input in the development of new products and services• Excellent communication Skills and Customer Satisfaction• Strong problem-solving and analytical skills with 5 years of experience • Objective Performance (OP): Exceeded

Assisted in troubleshooting user problems relating to Operating System Issues (Win XP, Win Vista, NT, and Win 2000)Performed upgrades, installation of software & driversUser rights and permission, disabling & enabling accounts, file& folder permissions

Provide Technical SupportAssisted in troubleshooting Network Connectivity , TCP/IP Configuration, upgrades, MS Office products and Internet ConnectivityAssisted on on-site visits and hardware troubleshooting and local System upgrades

Bachelors Of Arts, Computer Systems Networking And Telecommunications

Bachelor'S Degree, Arts

Software