Misbah Kotwal

Experience

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  Mphasis

  Nov 2019 - Apr 2021

  Technical Support Engineer

  Resolved system, hardware, and telephone issues promptly and accurately, utilizing networking skills and troubleshooting expertise.Provided on-site support for systems, ensuring efficient problem resolution and user satisfaction.Maintained AD credentials and groups, ensuring user accounts and access privileges were properly managed.Supported and troubleshooted banking applications, ensuring seamless operations and customer satisfaction.Improved customer satisfaction ratings by addressing issues promptly and delivering timely resolutions.Collaborated with the lead to create a knowledge article base, serving as a valuable resource for fellow employees.Utilized Microsoft Office suite for documentation and created user manuals and training materials.Worked within LAN/WAN environment, configured DNS andactively maintained Active Directory. Show less

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  Conestoga Students Inc.

  Aug 2021 - May 2022

  Student Experience Influencer

  Created and published self-made posts and stories on personal Instagram, following CSI specifications, to promote CSI's services, events, and activities.Welcomed and connected with students via social media platforms and at CSI events to enhance their overall experience.Organized biweekly team meetings, collected and followed up on student engagement reports, and provided feedback to student experience ambassadors.Escalated issues and concerns to digital community coordinator for prompt resolution.Oversaw bi-weekly check-in meetings with ambassador working groups and processed ambassador engagement reports for payroll. Show less

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  Conestoga Research, Innovation & Entrepreneurship

  Jan 2022 - Apr 2022

  Software Developer Intern
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  CarltonOne Engagement

  Jun 2022 - May 2023

  Technical Support Analyst

  -Work directly with clients and internal teams on a daily basis to act as a primary point of contact for the proprietary SaaS Solutions provided by the Company.-Help our clients and internal resolve their technical or training issues by being the initial owner of all issues reported.-Providing resolutions for issues by either delegating to respective teams or resolved on the spot. Based on issues ranging from simple inquiries to technical system problems taking ownership of the issue and coordinate and work with multiple teams to have the issue resolved in a timely manner.Daily Responsibilities involve:-Identify tasks, bugs and improvements.-Documentation of any improvement or changes being made to the product/application (Core orCustom).Involving relevant stakeholders to gain approvals and feedback on the proposed changes to the application to resolve the issue at hand.-Provide timely updates with appropriate details in a professional manner.-Follow up with stakeholders involved in the resolution.-Perform investigations within a group or alone Show less

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  Manulife

  Aug 2023 - now

  Associate Software Technical Support Analyst