Garv Kapur Email & Phone Number

Toronto, Ontario, Canada

• Served as the ultimate escalation point for critical and time-sensitive cases• Reduced client complaints by 25% by identifying issues and tracking trends in mobile enrollment processes• Recognized for outstanding performance in supporting agents through advanced tasks and drop-in sessions, resulting in a 15% reduction in average resolution time• Conducted comprehensive training sessions and booster courses, fostering team growth and productivity• Optimized workflow by developing a CVT tool script, saving multiple hours per week through efficient PPACA calendar checks

Toronto, Ontario, Canada

• Communicated and resolved complex technical issues for high-value enterprise clients• Took ownership of application reconfiguration based on gathered complex business requirements• Conducted knowledge transfer meetings for enterprise clients transitioning from implementation to support

Toronto, Canada Area

• Identified root causes efficiently, ensuring accurate scheduling and timely payment for thousands of employees, maintaining high customer satisfaction.• Collaborated with the Research & Development team to document and prevent defects, escalate regressions, and devise viable workarounds.• Utilized complex SQL queries for analyzing, troubleshooting, and updating databases.• Mentored new hires, accelerating their learning of tools and processes, and assisted in resolving urgent and escalated cases for team members.

Toronto, Canada Area

• Diagnose, troubleshoot, and resolve software and browser-related issues for over 90 different unique clients• Consistently achieved the highest customer satisfaction surveys within our department • Proficient in troubleshooting issues for various LMSes such as Blackboard, Moodle, Canvas, Angel, Sakai, Itslearning, and Desire2Learn• Assisted management with scheduling, toolkit updates, Tier 2 tasks, and training new agents

• Helped students develop a strong understanding of Java basics, syntax and design patterns• Taught major principles of object-oriented programming and design fundamentals• Trained students with major programming concepts such as data structures, functions and over-loading• Helped with writing and debugging programming assignments and provided error free solutions

New Delhi, India / On, Canada

• Successfully managed a team of freelance programmers, writers, designers, and video editors• Worked on market research, oversaw development, and launched various applications for Windows, Android and WordPress platforms such as SmartTorrent and BackLinkerPro; achieving excellent reviews and positive customer satisfaction• Performed black-box testing and pre-released beta versions to users to receive customer feedback• Developed digital marketing campaigns utilizing a combination of Web 2.0 tactics and email marketing thereby creatingconsumer interest, higher click-through, and software sales• Generated higher-than-expected revenue via software sales, various ad networks, affiliate marketing, CPA and CPC

New Delhi, India

• Managed every stage of website creation from initial design and architecture to development and deployment• Diligently provided customers with front-end and back-end support in migration, upgrades and installations.

New Delhi, India / Reading, Uk

• Redesigned sections of the website using custom PHP layouts to ensure a more attractive and user friendly experience• Propelled organic search engine visibility using strategic SEO techniques and increased ranks for targeted keywords• Tracked user behavior and made data-driven decisions using various SEO analytics and research platforms• Established social media campaigns increasing brand awareness and help maintaining web presence• Expanded client communities and assisted in locating target audiences by proposing social media strategies

New Delhi, India

• Provided technical assistance for computer hardware and software issues• Trained newer employees for general troubleshooting and maintenance• Accurately obtained information from employees to help resolve network problems• Identify source of problem and dispatch technicians to repair network equipment

Bachelor Of Science (B.Sc.), Computer Science

Bachelor Of Science (B.Sc.), Computer Science