Open to opportunities

Dhwani Kothari

@dhwanikothari

Message

Level 2 technical support professional specializing in fast troubleshooting and customer-first solutions.

Canada

Message

What I'm looking for

I’m looking for a customer-first IT/technical support role where I can troubleshoot quickly, document clearly in ticketing systems, and support high-volume users. I want opportunities to keep improving processes and automation using practical AI.

I’m a customer-facing technical support professional with 8+ years of experience across technology support, pharmacy operations, convenience retail, and gas station environments. I’m known for delivering fast, accurate, solution-oriented service—especially when volume is high, and expectations stay tight.

In my Level 2 Technical Support background, I’ve handled 50+ user inquiries per day while maintaining service level expectations. I troubleshoot software and user account issues, manage ticketing workflows and escalations, and translate technical concepts into simple, clear language for non-technical users to keep the experience positive.

Most recently, I provide Kroll pharmacy software troubleshooting, product training, and release support for TELUS Health, and I document client interactions and resolutions in Salesforce. I also bring regulatory and quality mindset from my work in Quality Assurance & Regulatory Affairs Intern roles—using digital tools to track submissions, SOP reviews, and CAPAs—so I can support both operational excellence and compliance-focused outcomes.

Experience

Work history, roles, and key accomplishments

Quality & Regulatory QA Intern

Norrizon Sales & Marketing Inc.

Sep 2023 - Dec 2023 (3 months)

Tracked regulatory submissions, SOP reviews, training records, and CAPAs using spreadsheets, databases, and/or QMS tools to improve digital tracking and process automation. Prepared and submitted digital Health Canada applications for Class I medical devices, Natural Health Products, and cosmetic notifications, using AI-assisted research to ensure claim, label, and formulation alignment with appli

Regulatory Submissions Health Canada Regulations QMS CAPA SOP Management Natural Health Products Regulations (NHPR)AI Assisted Regulatory Research Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

NPower Canada

Junior IT Analyst Program, Information Technology

2025 - 2026

Activities and societies: 14-week intensive online class covering Windows/Linux setup, disk/filesystem configuration, troubleshooting and documentation, HTTP/SMTP/SFTP and security certificates, DNS/DHCP and TCP/IP, PC/IoT hardware support, and Agile delivery lifecycle.

Completed the Junior IT Analyst Program (Dec 2025 to Mar 2026), an intensive online training focused on IT fundamentals and project management.