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.• Install and configure Monitoring software StealthHUB &StealthEDGE.• Troubleshoot hardware, software and network operating system.• Troubleshoot all IT related issues to support field operations.• Provide feedback and/or issues related to Installation.• Set up computers following our standards and Checklist with no downtime in installation• Maintain organized, secure workplace, ensuring appropriate password/security/encryption measures taken• Create and Maintain Reference and Procedural Documentations• Perform other duties as assigned

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.• Diagnoses end-user problems using systematic listening and probing approach.• Provides information and direction as required for simple problem resolution.• Researches problem/case history using the computerized database.• Initiates dispatch procedure for hardware pickup/shipment as appropriate.• Provides advice to internal technical support advisors in response to identified difficulties.

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 , HomePod, Apple Watch, Airport, Apple TV, Apple Music, iCloud issue, backup and restore issues etcetera. • 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’).• Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.• Clarify customer requirements, probe for understanding.• Prepare complete and accurate work including appropriately notating accounts as required.• Participate in activities designed to improve customer satisfaction and business performance.

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• Work with different departments such as R&D, Accounting, Collections, Legal, Shipping, Corporate systems, NOC, HR, Employee Relations and other departments to achieve the purpose.• Pull resources needed to take care of management tasks.• Strong focus on supporting the core and the customers at all the times.• Understand the systems end to end, identify root cause, Utilize the intervention cycle to drive change.• Stay connected to the work by taking demand.• Shift work/ on call rotation / travel.• Enable the core to work or work better.

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. • Encourage working out of idle. Explain to the new hire why this is important.• If there are no calls we should be encouraging the agent to work on follow-ups or pull next demands. • Using WIP V3. • Show your buddy how to use the tools and resources we have available, get them to a point where they can work on their own.Ex: Wiki, ShoreWare, IVR, Pull ins, etc. • Keep in contact with WFM, call them if late for work or breaks and have the agent log exceptions. • Try not to take over the agent's workstation whenever possible. • Make sure we are promoting PCI compliance with our agent: Always have your new hire use their own logins. Under no circumstances should we be sharing logins. If they're locked out or can't remember their own login contact WFM or Desktop Support for assistance. No personal phones outside of the designated areas. Should not be using workstations for personal web browsing. Use Semafone feature for updating credit cards; do not request credit card information over the phone Swipe in and out of the building always, and always ensure your badge is visible. Ensure you are locking your workstation any time you step away. Should not be providing any information to customers regarding another employee; IE. Schedules, full name, if they work at TSI, etc.

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 repair requests.• 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.• Respond to online/Web inquiries on products, processes, and campaigns to support customer demand.• Works with other areas of specialty to ensure customer needs are met and that procedures are updated to enhance the customer experience.

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 showing an A+ demonstration at “Show it off Lambton” event in Lambton college.

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.• Plan and administer computer systems of the company.• New system and server installation, user setups and permission grants as per company policies.• Installing, maintaining, and updating routers, switches, racks, printers, fax and cabling.• Control system enhancements and functional improvements.• Coordinate with various internal teams for accurate hardware assets accounting leading to appropriate controls and reconciliations.• Daily, Weekly and Monthly report preparations related to departments

Postgraduate Certificate, Information Technology Professional

Bachelor Of Technology - Btech, Computer Science Engineering

Diploma, Computer Engineering