Ishdeep Singh

Experience

• 

  Convergys

  Jun 2011 - Jul 2012

  Senior Technical Support Representative

  • Provided technical Support to Microsoft customers, which involved all window issues like activation, installation, networking, printers, drivers etc.• Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of Incidents.• Responsible for any hardware and software query related to the desktops.• Provide quick and best resolution to the customers and fulfill the quality and process requirements.

• 

  HCL Technologies

  Aug 2012 - Sept 2017

  • Monitor Daily Backup activity and reporting proactively to avoid issues.• Perform regular system maintenance.• Change implementation and Incident Management.• Managing Internal Database of HP Data protector. • Managing & Troubleshooting MSL Tape Library.• Actively monitoring all backup session and in case of failures open an incident and work accordingly.• Comfortable in opening case with HP and driving them to closure.• Analyse and resolve escalated problems within target. Trouble shooting Backup related problems and alerts monitoring.• Knowledge of SAP/Oracle/SQL/Exchange/VMware/NDMP Integration with HP Data Protector.• Restoration of files and folders(File system,e, snapshots).• Backup/restoration of Unix/Windows Host.• Handling key Severity 1 cases and ensure time resolution to maintain Customer specified SLAs.• Processing of tapes for offsite. Show less • Create incident, update work log, prioritize and categorize the incident.• Obtain and record all relevant details, capturing minimum required information as indicated in the Knowledge base.• Ensure tickets are assigned correctly if unable to resolve within the service desk.• Engage Corporate Incident Management when a Major Incident is identified or when client requests escalation.• Engage support teams as required for Critical and High priority tickets.• Responsible for monitoring queue(s) within ITSM during business hours.• Direct the Incident Management process by assigning tickets to the appropriate individual on a service provider team.• Prioritize incidents, based on priority and urgency, and assessing service provider team resources and capacity.• Monitor existing tickets and escalate to management if in risk of missing the service level targets.• Work with the service desk to correct assignment process when a ticket is wrongly assigned.• Provide Escalation as an option. Show less

  • Specialist

    Oct 2016 - Sept 2017

  • Senior Analyst

    Aug 2012 - Sept 2016
• 

  Shaw Communications

  Apr 2019 - Jul 2023

  • Provide technical support and customer service for external users of the client's products and services.• Identify, investigate, research and provide resolution to user questions and problems. Troubleshoot basic and routine customer service issues that are technical in nature; including hardware, software, networking, or other issues with designated client products. • Follow appropriate escalation path to resolve technical customer service 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.• Greet customers in courteous, friendly, and professional manner using agreed upon procedures.• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer and clarify customer requirements probing for understanding.• Prepare complete and accurate work including appropriately notating accounts as required.• Participate in activities designed to improve customer satisfaction and business performance. Show less • Install cable boxes, telephone routers and Internet routers for Shaw residential customers.• Answer all technical questions from customers regrading TV, Internet and Phone.• Interact with all levels of management, within Shaw and interacting with building management team, and other personnel to ensure services are up and running at top speed.• Introduce customers to Shaw services, provide step-by-step instructions on how services work and assisted customers with setting up all wireless devices.• Upsell additional services and products to customers.• Working on different projects such as repairing connectors at Head End in Apartment buildings.• Tracing Noise coming from a cable line and correcting it.• Working on complex service calls and fix issues such as intermittent internet, No Dial Tone for phone and pixelization on TV screen.• Running and replacing new and existing drops so that services are not interrupted.• Working on different projects as assigned by management. Show less

  • CLEC Operation Rep

    Aug 2022 - Jul 2023

  • Technical service

    Nov 2017 - Oct 2022

  • Technician

    Apr 2019 - Jul 2022
• 

  Rogers Communications

  Aug 2022 - now

  Review, resolve, initiate and/or monitor all LSR/LSC/NPAC/E911/BLIF orders and/or record requirements generated from Digital Phone orders.• Provide courteous and professional support to internal and external customers.• Generate internal reporting via CLEC Tools to identify and resolve fallout.• Develop a relationship for CLEC Operations with applicable partners in the order and problem resolution process.• Keep internal and external contacts informed of the status of the record processing issues.• Provide ongoing support to team members.• Various other duties as needed. Show less

  • Voice Porting Specialist

    Nov 2024 - now

  • CLEC Operations Rep

    Aug 2022 - Nov 2024