Janki Shukla

IT Engineer with dedicated and customer-focused Technical Support professional with 3+ years of experience providing top-notch technical assistance to end-users and resolving complex issues. Possesses strong analytical and problem-solving skills, consistently meeting. Eager to contribute technical expertise, diagnosing, troubleshooting and a passion for customer satisfaction. Demonstrated commitment to continuous learning and professional development, with a strong desire to grow with the company. Actively seeking new opportunities in Technical Support roles across Canada. Eager to leverage my skills, contribute to a dynamic team, and explore new challenges. Open to relocation to any location within Canada.

Town of Oakville December 2023 to Current Technical Support Analyst Oakville, ON Assisted with the installation of new software applications for customers. Provided technical support to customers via email, phone and remote access tools. Created and maintained customer accounts in database software. Resolved customer inquiries by troubleshooting hardware and software issues. Tested customer computer systems to ensure optimal performance. Documented customer service interactions in ticketing systems. Maintained up-to-date documentation of all computer systems, networks, and peripherals. Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, hardware devices, printers, scanners. Supported the development team during the deployment process by providing guidance on best practices for system configuration. RAM Global Solutions June 2022 to November 2024 Tier 2 Technical Support Specialist Oakville, ON Used CRM ticketing system Salesforce to manage and process support actions and requests. Created JIRA tickets, bug fixes and troubleshoot tickets with various ways to resolve different support cases type as Tier 2 Technical support and customer success. Expertise in Salesforce to generate and manage customer accounts. Excellent communication skills, both written and verbal. Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity. Created scripts to automate repetitive tasks and to enable faster troubleshooting. Documented problems and solutions to train lower-level support on how to address customer technical issues. Asset Management Software tracking company, understanding fleet and different tracking devices, Using Puls, Cisco, Queclink, Calamp, MFL and many more software platforms to support different tracking devices and Dash cams. Wrote and reviewed tickets to request maintenance to various types of equipment. Mastered new products, developed advanced technical knowledge and suggested new devices for customers to upgrade and increase sales in company. Resolved record-breaking backlog of support tickets following major system malfunction. Walked customers through for installing software or hardware and initial program start up. Maintained log of system issues and conveyed customer feedback to product development staff. Prometheus Group October 2021 to May 2022 Technical Support Specialist Hamilton, ON Guided New customers to install the product in their system, setup their database and upgrading to new versions upon release according o the business needs. Helping through the on boarding process and getting the system work and train them on using the software and all the features. Assisted customers in identifying issues and explained solutions to restore service and functionality. Assessed and implemented document and software versioning and scalability to improve application optimization. Used ticketing system Team Support to manage and process support actions and requests. Surveyed technical content and data to provide product-specific support resources. Take ownership of product issues and work towards resolution by researching the topic, reproducing the problem, interacting with the customer and using troubleshooting techniques. Resolved customer issues related to operating systems, network connectivity, software applications and hardware components. Assisted in the development of technical documentation for internal use by IT staff members. KellyConnect January 2021 to September 2021 IT Technical Support Representative Burlington, ON Tier 1 Technical support, provide support to users and other teams with iOS, iPadOS, watchOS and other apple media services. Resolved real-time customer complaints and concerns with strong verbal and negotiation skills. Proven ability to communicate technical concepts to non-technical users and collaborate with crossfunctional teams. Displayed courtesy and strong interpersonal skills with all customer interactions. Maintained composure and patience in face of difficult situations. Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures. Provided Tier 1 IT support to non-technical internal users through desk side support services. Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools. Performed root cause analysis for escalated customer incidents. Incisive Web Solutions June 2017 to November 2018 Software Engineer Trainee Gandhinagar, Gujarat Tackled development tasks based on system requirements and documented approaches. Tested new products to resolve and identify any issues. Worked to create safe, low-cost and dependable designs. Resolved customer issues by establishing workarounds solutions to debug and create defect fixes. Education and Training Investigated technical challenges to identify root cause and provide expedient resolutions.

Matrix College of Management And Technology 2020 Post Graduation Diploma 2yr: Computer Science Technology, Software Testing Montreal, QC 

Shankersinh Vaghela Bapu Institute of Technology 2018 Bachelors in Engineering 4yr: Information Technology Gandhinagar, Gujar