Parteek Kaushal Email & Phone Number

Cambridge, Ontario, Canada

Information Technology Branch - Headquarters

Mississauga, Ontario, Canada

• Resolve tier 2 tickets in a timely manner.
• Install, test and update computer equipment (computers, servers, peripherals, programs and software).
• Maintain current and accurate inventory of technology hardware, software and resources, etc.
• Perform the setup and testing of IP Cameras, Computers equipment,switches, modem,routers and wireless radios.
• Assemble computers.
• Input and maintain DNS and IP addresses.

Dartmouth, Nova Scotia, Canada

• Provides Tier 2 technical help desk support assistance to iOS & Mac Tier 1 advisors.
• Take ownership of escalation requested cases/calls.
• Supports specified, limited line of technical products using defined problem-solving.
• Constructs individual case reference files and updates the case management database.
• Consults user guides, technical manuals and other documents to research and implement
• solutions.

Dartmouth, Nova Scotia, Canada

• Assist external users of the client's technical products or services; identify, investigate, research, and provide resolution to user questions and problems.
• Walked customers through the step-by-step process for troubleshooting Apple iOS and MacOS software and hardware issues.
• Troubleshoot basic and routine customer issues that are technical in nature, including hardware, software, networking, or other designated client products such as iPhone, iPad, MacBook, iMac, Mac Mini, AirPods.
• Follow appropriate escalation path to resolve technical issues; including making follow-up outbound calls to customers or other parties as needed.
• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’).

Chatham, Ontario, Canada

• Dissolving escalation situations.
• Take supervisor/Manager requested calls.
• Acting as support to core agents by providing knowledge and experience in managerial tasks, customer and vendor escalations and support of TV and hardware testing.
• Track and report outages from coast to coast.
• Reviewing typical and predictable failure demand while recognizing emerging patterns before they become full-blown issues.
• Understanding what expertise, we require to better serve our customers and the company by monitoring measures and making data-based decisions

Chatham, Ontario, Canada

• Assist and teach newly hired agents with all tools and systems.
• Stay with your new hired buddy at all times, make sure your buddy is covered if you need to step away for a moment; ask a fellow mentor for help.
• In the event you need help on a call refer to the training/ mentor team first or you can use the pull in button in WIP3 to pull in TNC.
• If you see an issue use the proper channels to resolve it. EX: Pull in R&D or send a bug report.
• Expectation is if a supervisor call is needed Pull-in TNC, they take supervisor calls.
• In the event your buddy is stuck on a call, you are also stuck on that call until it ends; show the agent how to log overtime where needed.

Chatham, Ontario, Canada

• Answer Technical Support calls to provide potential customers with accurate product information and technical support.
• Technical Support troubleshooting for internet connection issues, modem, router, VoIP phones, email, TV and repair ticket handling, end-to-end problems.
• Take ownership of customer from initial contact to installation or change request/repair completion.
• Provision & process orders/tickets ensuring all orders are properly placed and submitted to the correct Vendor partner in a timely manner, including new installations, hardware purchases, move, change requests and.
• Process payments and apply for credits when necessary.
• Answer and place Customer Service calls to resolve customer issues and maintain customer relations – addressing product questions and performing the necessary research.

Sarnia, Ontario, Canada

• It is a simulated company providing students hands-on experience in both technical and business departments.
• During this project, I maintained and kept track of the entire computer inventory of Lambton College.
• Respond to senior executives and to the instructors.
• Provide updates for events or seminars information’s to the Lambton college students by posting on social media college pages and groups and making flyers, posters, and other sources of media.
• Making relations with local communities and companies to help the college in contributing the old computers and to provide PCs for needed societies.Achievement: My department got the first position and was rewarded for.

Bhopal, Madhya Pradesh, India

• Prepare and document hardware inventory by entering information in the database.
• Analyse system & server performance from time to time.
• Examine, analyze, and perform data backups and recovery operations.
• Maintaining and updating office website and mail server.
• Perform, manage, and install computer hardware, software, security patches, network administrations and other peripherals.
• Provide technical support to network teams and other groups.

Postgraduate Certificate, Information Technology Professional

Bachelor Of Technology - Btech, Computer Science Engineering

Diploma, Computer Engineering