AAAANCHAL ARORA
@aanchalarora
Technical Support Specialist delivering fast, accurate IT and network resolutions.
CanadaWhat I'm looking for
I am a Technical Support Specialist with over four years of experience resolving IT, network, and device issues across high-volume contact centers. I consistently achieve strong SLAs and CSAT by applying diagnostic tools such as MS SQL, Xray, SMP logs, and Genesys Cloud to identify root causes and reduce repeat interactions.
My experience spans L1–L2 diagnostics, modem/router provisioning, packet-loss and VPN troubleshooting, and ticket management using Maestro, Jira, and ServiceNow-like ITSM workflows. I have led quality initiatives as a Technical Quality Analyst, auditing hundreds of tickets weekly, coaching new hires, and reducing defects through process improvements.
I hold certifications including IBM Information Technology Fundamentals and Microsoft Azure AI Essentials, and I am completing a Post Graduate Diploma in Information Technology Project Management. I bring a pragmatic, customer-focused approach and a track record of improving first-contact resolution and operational quality.
Experience
Work history, roles, and key accomplishments
RCResolved 75–90+ technical issues per day across network, modem, Wi‑Fi, VOIP and device troubleshooting, achieving 85%+ first contact resolution and reducing repeat interactions by 20% through rapid root-cause identification.
SGTechnical Quality Analyst
Sitel Group
Jan 2022 - Sep 2023 (1 year 8 months)
Audited 250–300 tickets/week for SLA compliance and technical correctness, reduced process defects by 15–20% and coached teammates to improve accuracy and quality scores by 30%.
SGTechnical Customer Support Associate
Sitel Group
Jul 2021 - Sep 2023 (2 years 2 months)
Managed 60–80+ chats/day resolving home internet, mobile device and voice issues, maintained 90%+ CSAT and was promoted to Technical Quality Analyst for accuracy and customer handling.
TMResolved product, login, payment and app issues with 90%+ accuracy, processed order and return workflows within SLAs and reduced repeat contacts by 10–15% through workflow improvements.
Education
Degrees, certifications, and relevant coursework
AUAlgoma University
Post Graduate Diploma, Information Technology Project Management
Post Graduate Diploma in Information Technology Project Management (expected 2025).
Jagan Nath University
Bachelor of Arts, Journalism & Mass Communication
Bachelor of Arts in Journalism and Mass Communication completed in 2020.
IBM (online)
Professional Certificate, Information Technology Fundamentals
Completed Information Technology Fundamentals certification issued by IBM.
Microsoft / LinkedIn Learning
Professional Certificate, Azure AI
Completed Microsoft Azure AI Essentials professional certificate via Microsoft and LinkedIn.
LinkedIn Learning
Course Certificate, Project Management / Agile
Completed Jira Project Management & Agile Boards course on LinkedIn Learning.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
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