Jaskiran Puri Email & Phone Number

Hamilton, On, Ca

Hamilton, Ontario, Canada

• Troubleshoot errors and fix system issues via periodic testing, help desk tickets, and other methods.• Receive service requests through the Carmen’s Group – IT Service Portal, ensuring prompt response, prioritization and effective resolution of open tickets.• Develop a strong understanding of all software programs used by the Company and work with the team to ensure constant improvements are planned and implemented.• Plan for backup and recovery.• Advise management of new applications or potential system enhancements in support of future requirements.• Assist the direction and facilitation of IT strategic and tactical planning.• Reduce employee and guest disruption by effectively minimizing downtime.• Research, design, and implement the appropriate technologies to support and improve corporate communications, access to information, and end-user productivity.• Plan and provide end-user training including on-going education to employees on new technologies and security awareness.• Collaborate with other IT and operational staff to ensure database integrity, security, and on- ▪ going performance for Company Networks, Anti-virus software, etc.• Perform hardware and software upgrades as directed.• Stay informed on new or emerging trends and technologies that provide clear benefits to the organization, business partners, and/or customers.• Act as a technical resource during other projects as required.• Manage user accounts, creating, updating and removing access as directed.• Monitor and assess systems to make sure that processes are operating as designed for both internal users and guest facing technologies.• Maintain policies and processes by participating in data modeling sessions and advising about database design or use of objects.• Perform database normalization and replication procedures.• Manage company websites in collaboration with Marketing & Communications department and external vendors.• Other related duties as assigned.

Hamilton, Ontario, Canada

• Troubleshoot basic and routine customer issues that are technical in nature based mainly on MacOS andiOS and more, including hardware, software, networking, or other designated client products.• Listen attentively to customer needs and concern; demonstrate empathy while maximizing opportunity tobuild rapport with the customer.• Clarify customer requirement, probe for understanding.• Helping customer to install, setup and troubleshoot macOS and iOS.• Participate in activities designed to improve customer satisfaction and business performance.• Prepare complete and accurate work including appropriate notating accounts as required.

Hamilton, Ontario, Canada

• Experienced customer service agent providing support to the customer on calls, to place orders, or issues regarding their order. • Managing customer profiles and updating Profiles for their addresses.• Recording all interaction that occurs with the customer to make sure it is in the record.• Escalated customer concerns, store issues, and inventory requirements to supervisors.• De-escalated problematic customer concerns, maintaining a calm, friendly demeanor

Ahmedabad, Gujarat, India

• Perform remote troubleshooting through diagnostic techniques and probe for understanding.• Determine the best solution based on the issue and details provided by customers.• Walk the customer through the problem-solving process.• Direct unresolved issues to the next level of support personnel.• Provide accurate information on IT products or services.• Record events and problems and their resolution in logs.• Follow-up and update customer status and information.• Identify and suggest possible improvements on procedures.

Ontario College Diploma, Computer Systems Technician - Network Systems - 447

Bachelor'S Degree, Computer Programming, Specific Applications, 7.70 Cgpa

High School Diploma, Business/Commerce, General

Google It Support Professional Certificate, Information Technology

• Performed day-to-day IT support tasks, which included computer assembly, wireless networking, program installation, and customer.