Bhavya Shah
Services provided: Mobile Development , VoIP Software , Mac OS , Windows Server , Linux System Administrators , Mobile first , iPhone , Support - Virtual Assistant Services
About Bhavya Shah:
• Proficient in setting up new workstations, servers, and network devices, ensuring they were configured
correctly for optimal performance.
• Experience in Application Development and SQL scripting and database security best practices.
• Experience in troubleshooting hardware, network issues, effectively escalating complex problems to
higher-level support when necessary.
• Diagnosed hardware issue, determine whether it could be repaired or needed to be replaced, and then
carry out the necessary actions.
• Experience working with SQL Server report developments, development, and deployment of SSIS packages.
• Proficiency in using ServiceNow and JIRA to log, update, and resolve support tickets.
• Understanding of ITIL best practices, especially as they relate to incidents, problems, and change
management.
• Performed timely escalation of critical jobs and communicates with the application teams or other
appropriate groups such as Unix Admin, DBA’s, etc.
• Monitoring, identifying, and reacting to problem situations to ensure successful completion of the batch
cycles.
• Handled and resolved escalations, maintaining a 95% issue resolution rate within service level
agreements (SLA’s).
• Creating and maintaining knowledge articles and manuals for systems and applications. This
demonstrates the ability to document processes and solutions effectively.
Experience
WORK EXPERIENCE
Technical Support Toronto, ON
Honeywell Aug 2022 – Sept 2023
• Offered second level technical support via Jira Ticket system, phone, and email, reduced ticket resolution
backlogs by 25% and increase service uptime by 5%.
• Maintained and supported other workstations, mobile devices, printers, and peripherals and responded to
user service requests via remotely or on premises.
• Ensured system security against possible malware attacks for desktop, mobile and cloud environments.
• Prepared reports and presentations by utilizing Microsoft Word, Excel, and Outlook to facilitate decision
making.
• Set up secured LAN/WAN, Router, Switches, Wi-Fi, and VoIP networks at remote locations, leading client/
server configuration and performance tuning to ensure seamless business operations.
• Prepared and deployed software images on 100’s of Windows 10 / Mac OS devices using VM manager or
Azure platform.
• Provided mobile support with various tools such as MaaS360 or Tangoe serving around 50 clients
remotely. Moreover, managed printer - peripheral issues for HP and tracking software to optimize print
infrastructure and monitor usage.
• Resolved router, switch access, hub around premises and provided remote support using Team viewer
and Zendesk.
• Maintained Service Level Agreements by consistently resolving incidents under ITIL within agreed upon
timeframes.
• Deployed Microsoft Windows updates and software patches through SCCM, ensuring 99% compliance
with security protocols.
Financial Representative Toronto, ON
CIBC Bank Aug 2020 – July 2022
• Handled around 70 – 100 inbound calls and offered seamless assistance such as client’s account status,
money transfer, pre-screening loan applications and tech inquiries.
• Troubleshoot any VPN issues with AnyConnect through web support, chat, or phone call.
• Processed financial transactions such as credit lending, mortgage applications, and debit card activations.
• Took ownership of client’s issues and take quick decisions to provide quick and accurate service.
• Assisted clients in troubleshooting issues with their accounts and resolved problems in a timely and
professional manner.
• Resolved Clients in troubleshooting mobile app or websites with site access denied, or certain plugins
installed affecting mobile-web apps to load forever. Resolved through JavaScript plugins, caches
removals, and firewalls configuring.
• Maintained electronic records of documents and correspondence for privacy and easy access.
• Maintained confidentiality and security of customer information to ensured financial compliance with
regulatory standards.
Education
EDUCATION
Centennial College Toronto, ON
Post Grad – Networking Systems, Cumulative GPA: 4.16/ 4.50 2019 – 2020
Sault College Sault St. Marie, ON
Post Grad – Project Management, Cumulative GPA: 3.8/4.0 2018 – 2019
Gujarat University Gujarat, India
Bachelor’s in computer engineering, Cumulative GPA: 9.1/10.0 2014 – 2018
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