Sunanthini Arumugam Email & Phone Number

Toronto, Canada Area

- Consistently maintained a customer satisfaction rating above 90%, reflecting a commitment to delivering high-quality technical support and putting customers first.- Provided high-level technical support to external customers via phone, email and ticketing system (Microsoft Dynamics 365) to diagnose technical issues. - Documented Knowledge Base articles for technical troubleshooting for all software and online products for coaching and training… Show more - Consistently maintained a customer satisfaction rating above 90%, reflecting a commitment to delivering high-quality technical support and putting customers first.- Provided high-level technical support to external customers via phone, email and ticketing system (Microsoft Dynamics 365) to diagnose technical issues. - Documented Knowledge Base articles for technical troubleshooting for all software and online products for coaching and training purposes.- Collaborated with the development team to identify and resolve recurring software bugs, leading to a 30% decrease in related support tickets.- Played a key role in updating and expanding the internal knowledge base, providing support teams with readily accessible information, and contributing to a 15% decrease in recurring support tickets.- Averaged 15-20 ticket resolutions daily using the CRM system, consistently achieving same-day resolution. Show less

Toronto, Ontario, Canada

- Troubleshooted, researched, diagnosed, documented and resolved technical issues on software and online platforms for assessments.- Maintain updated knowledge of company products and services to better provide customer support and service solutions.- Collaborate with cross-functional teams to escalate and resolve complex technical problems, contributing to a proactive and collaborative work environment.- Keep customers informed of progress during issue lifecycle and… Show more - Troubleshooted, researched, diagnosed, documented and resolved technical issues on software and online platforms for assessments.- Maintain updated knowledge of company products and services to better provide customer support and service solutions.- Collaborate with cross-functional teams to escalate and resolve complex technical problems, contributing to a proactive and collaborative work environment.- Keep customers informed of progress during issue lifecycle and make follow-up calls or communication using Salesforce/NetSuite in a timely manner. Show less

Toronto, Canada Area

- Provide technical assistance and support for incoming queries and issues related to computing systems, software, and hardware.- Assisted with supervisor in producing more efficient technical documentation for other colleagues - Work with BMC Remedy ticketing software and identify and escalate situations requiring urgent attention.- Follow up with clients, provide feedback and see problems through to resolution.- Install, test and configure new workstations, peripheral… Show more - Provide technical assistance and support for incoming queries and issues related to computing systems, software, and hardware.- Assisted with supervisor in producing more efficient technical documentation for other colleagues - Work with BMC Remedy ticketing software and identify and escalate situations requiring urgent attention.- Follow up with clients, provide feedback and see problems through to resolution.- Install, test and configure new workstations, peripheral equipment and software.- Manage PC setup and deployment for new employees using standard hardware, images and software.- Assign users and computers to proper groups in Active Directory.- Perform timely workstation hardware and software upgrades as required. Show less

Bachelor Of Science (B.Sc.), Computer Science

Activities and Societies: Debate Team, Event Organizing, CSHUB

Highschool Diploma, High School/Secondary Diplomas And Certificates

Activities and Societies: Debate Team, Event Organizing Helper