Harry C Email & Phone Number

Ottawa, On, Ca

Ottawa, Ontario, Canada

• Delivered technical support for the Talent Management SaaS product via Salesforce, phone, and remote assistance, including screen sharing sessions with clients.• Ensured timely responses and resolutions for global clients, adhering to established Service Level Agreements (SLA) and prioritizing issues as necessary.• Conducted root cause analysis and created JIRA tickets with appropriate priorities for issues requiring escalation to the development team.• Escalated product bugs to the Engineering team and integrated supplied patch updates.• Replicated on-premises client environments to reproduce issues and perform technical troubleshooting, utilizing tools such as WinSCP, PuTTY, and SFTP for database restoration.• Analyzed logs to identify root causes of various issues.• Retrieved data for on-demand clients through database restoration and log analysis.• Identified knowledge gaps and contributed to the product’s knowledge base by updating and writing KB articles.

Ontario, Canada

• Provided right solutions and getting right products into customers.• Provided product support and knowledge to the new customers and technical support to the current ones with respect to software and hardware troubleshooting; hence developing strong, positive relationships with customers.• Ran diagnostics using variety of software according to the company’s standards to troubleshoot the customer devices.• Provided customers with advice or a solution on the spot using knowledge of current Apple technology.• Provided personal training for new customers, helping them acquire the basic skills they need to get started on their new product.• Successfully partnered with colleagues in other zones to develop great experience for customers.

Ottawa, Canada Area

• Experience with B2B and B2C.• Provided technical support to 15 Million+ customer base.• Performed troubleshooting for various software issues related to Windows 7,8, 10 , Microsoft Office 365, Outlook and other desktop applications.• Initiating contact with existing and prospective customers and taking escalations from front line.• Following standard procedures for proper escalation of unresolved issues to support desk management team.• Maintain working knowledge of frequently changing products, services and promotions of Rogers and their competitors.• Assisting customers expand their usage and adoption for Rogers line of products by taking ownership of their complex issues and providing technical assistance towards a good resolution.• Documenting customers’ issues and resolutions in detail in CRM in the form of knowledge based technical notes.• Working as an Activation Consultant to support Business Corporate and Government accounts. • Deployment \& Nurture – Build strong customer relationships and successfully on-board customers.

• Interest in Development, Volunteering, Extra- Curricular activities and Technology lead to the formation of CanadaStudentGuide Blog which helped more than 200 students who are migrating to Canada. • Used premium plugins to track the social media response resulting in 20% increase in social interaction.• Created Logo using Adobe Photoshop, VectorMagics and Adobe Illustrator 2015. • Promoted new posts using advertisements, emails, social media, and other methods to alert and attract new readers.• Generated pitching ideas for posts by researching targeted demographics.• Diagnosed and resolved issues with hosting.

Ottawa, Canada Area

Assisted Professor with lecture notes/slides and marking assignments for a class of 70 students.

India

•Provided 24x7, telephone, in person and online Technical Support to more than 200 clients who opt-ed for the products. •Utilized TeamViewer effectively and resolved customer issues remotely. •Developed and maintained product knowledge and educated clients on the product. •Escalated unresolved issues to the higher-level support teams to provide satisfactory customer service. •Used SQL to generate reports for business.•Worked for few months as Database developer as well.•Created and managed database triggers and subprograms.•Participated in the technical design of database applications and many more.

Mohali

Projects: -Surge Improvement" of the compact fluorescent lams (CFLS), -Reducing circuit Defects at assembly -Early Failure Improvements of CFLSQuality Assurance under GTD Projects:-Competitor Analysis of Sri Lanka Lamps-Hot Spot Analysis for the Lamps

India

• Tested applications and their compatibility on different browsers.• Prepared test reports.• Performed defect reporting and its tracking to closure.• Prioritized test scenarios and assigned defect severity.• Functional and regression testing.• Requirement gathering and designed test cases.

Mohali, Punjab, India

2nd year Summer Internship: HCL Info Systems.Learnt Interfacing of Microcontroller 89c52 with various Electronic Circuits.