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.
• 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