Experience

Method:CRM

• Canada
• Software Development
• 1 - 100 Employee

• Support Team Lead

  • Jul 2021 - Present

• Application Support Specialist

  • Aug 2019 - Present

  • Responsible to address and solve the second-level issues/tickets escalated by first level support.• Work closely with the customers to gather Case details and troubleshoot the CRM issues by detecting the root cause and providing appropriate and timely solutions to the customer using communication Methods like emails, phone calls (RingCentral) or chats (intercom).• Take initiative/lead the discussion of the active plans in order to have a stable fix for application bugs.• Detect complex bugs in the product and prepare tickets for the development team that includes initial investigation, logs and description of existing bugs.• Develop scripts to perform automated bug fixes on JupyterHub. • Work with 3rd party APIs in order to study the request/responses and troubleshooting the issues.• Daily administration and support of Method CRM which includes managing multiple user setups, profiles, roles, customization of objects, fields, record types, page layouts, workflow and validations• Being a senior representative helped in providing support and assistance to other members within areas of expertise when needed.• Perform Verification testing on QA/UAT/Production environments• Troubleshoot UI issues by testing in different browsers• Use basic SQL queries to investigate, optimise and troubleshoot performance issues in web applications Show less



Think Protection

• Canada
• Security and Investigations
• 1 - 100 Employee

• Sr. Technical Support Representative

  • Feb 2019 - Aug 2019

  • Provide Guidance and troubleshooting issues with the users and clearly conveying technical information in non-technical terms for front end users. • Manage customer CRM information through our administration systems i.e. SalesForce• Assisting Clients from all Canada and US for any technical issues or installations• Diagnosing and resolving issues of any company related software/hardware involving internet connectivity, text/email/push notification or App issues• Setting up the hardware (panel) configurations as per the user’s requirement and helping them with authentication and login issues on the cloud (Secure Net) • Working with senior management on customer retention and business development• Working with internal, external stakeholders, and technology partners to resolve technical or application issues• Responding to customers for any billing, contract renewals or account changes inquires, handling confidential and sensitive information with discretion and tact.• Escalate issues to back end IT engineers that require assistant in more depth Show less

• Technical Support Representative

  • Feb 2017 - Aug 2019



Lifesaver 101

• Canada
• Higher Education

• First Aid and CPR Instructor

  • Jun 2016 - Feb 2019

  • Training students to provide First aid, CPR and AED services • Exhibiting great administrative and interpersonal skills • Instructed students about CPR techniques and methods to adopt for skillful handling of the job • Interacting with students to address their queries • Training students to provide First aid, CPR and AED services • Exhibiting great administrative and interpersonal skills • Instructed students about CPR techniques and methods to adopt for skillful handling of the job • Interacting with students to address their queries



SAFETY FIRST SECURITY INC.

• Canada
• Security and Investigations
• 1 - 100 Employee

• Desktop Support Analyst

  • Jan 2016 - Feb 2017

  • Install or delete any kind of hardware or software. • Troubleshooting and fixing any kind of technical issues with Laptops, Desktops, Printers or Internet. • Using root-cause analysis to correct any user errors and system inconsistencies and hence improving the desktop functioning. • Documenting installation sequences, standards, best practices configurations and settings • Install or delete any kind of hardware or software. • Troubleshooting and fixing any kind of technical issues with Laptops, Desktops, Printers or Internet. • Using root-cause analysis to correct any user errors and system inconsistencies and hence improving the desktop functioning. • Documenting installation sequences, standards, best practices configurations and settings