Open to opportunities

shivam gogia

@shivamgogia

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Technical support specialist with expertise in IT solutions and customer service.

Canada

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What I'm looking for

I am seeking a role that fosters growth, values collaboration, and emphasizes customer satisfaction.

I am a dedicated technical support specialist with a strong background in IT solutions and customer service. With a graduate certificate in International Business Management and Information Systems Business Analysis, I have honed my skills in delivering exceptional technical support across various platforms. My experience at Dependable IT has allowed me to excel in providing support for VPNs, Office 365, and browser-based applications, ensuring that I meet service level agreements while maintaining high customer satisfaction.

Throughout my career, I have acted as a subject-matter expert, collaborating with internal stakeholders to identify and resolve recurring technical issues. I take pride in my ability to create and update knowledge base articles that assist both internal teams and clients. My previous role as a Technical Recruiter at Nvish Solutions has also equipped me with valuable insights into the recruitment process, allowing me to streamline workflows and improve hiring efficiency.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Specialist

Current

Dependable IT

Jul 2024 - Present (11 months)

Delivered technical support across phone, chat, and remote access for VPNs, Office 365, and browser-based applications, ensuring adherence to SLA timelines. Acted as a subject-matter expert for recurring technical issues, collaborating with internal stakeholders and reporting insights to support system improvements.

ServiceNow Zendesk TeamViewer Office 365 VPN ITIL Data Analysis

Technical Support Specialist

Dependable IT

Mar 2023 - Jun 2024 (1 year 3 months)

Handled incoming tickets for browser-based SaaS solutions, providing clear documentation and working with L2/L3 teams for escalations. Supported desktop and browser application troubleshooting using TeamViewer and ServiceNow.

ServiceNow TeamViewer SaaS Troubleshooting Documentation

Technical Recruiter

Nvish Solutions

Jan 2020 - Feb 2021 (1 year 1 month)

Streamlined recruitment workflows, reducing time-to-hire by 30% and improving hiring efficiency. Developed competency frameworks in collaboration with stakeholders, improving candidate alignment with technical roles.

Recruitment Technical Screening Interviewing Strategic Planning Communication

Education

Degrees, certifications, and relevant coursework

Northern College

Ontario College Graduate Certificate, International Business Management

Completed a graduate certificate program focusing on international business management principles and practices. Gained knowledge in global market strategies, trade finance, and cross-cultural business operations.

Northern College

Ontario College Graduate Certificate, Information Systems Business Analysis

Acquired a graduate certificate in information systems business analysis. Developed skills in analyzing business requirements, designing information systems, and implementing technology solutions.

Chandigarh Engineering College

Bachelor of Technology, Information Technology

Pursued a Bachelor of Technology degree with a specialization in Information Technology. Studied core concepts of IT, including software development, database management, and network administration.