Shubham Jaggi
@shubhamjaggi
IT Support Analyst delivering fast, clear Level 1–2 technical support and SLA-driven results.
CanadaWhat I'm looking for
I am an IT Support Analyst with 4+ years delivering remote and on-site Level 1–2 support across Windows, macOS, Linux (basic), POS hardware, SaaS platforms, and end-user devices. I prioritize clear communication with non-technical users and consistently achieve high first-contact resolution in fast-paced, SLA-driven environments.
My experience includes supporting high-volume queues at enterprise clients, improving first-contact resolution by 30%, maintaining SLA compliance while handling 30+ concurrent cases, and reducing response times through effective ticket triage and documentation. I have hands-on experience with Active Directory, DNS, DHCP, VPN, ServiceNow/Zendesk/Jira-style ticketing, and Microsoft 365/Google Workspace productivity suites.
I hold an MBA in Business Analytics and multiple industry certifications, and I bring a process-focused mindset to incident management, knowledge-base development, and hardware/peripheral troubleshooting to minimize downtime and improve end-user satisfaction.
Experience
Work history, roles, and key accomplishments
Sales Floor Support
Walmart
Jul 2025 - Jan 2026 (6 months)
Troubleshot POS systems, scanners, and peripherals to minimize downtime and maintained 98% inventory accuracy using handheld systems during high-traffic periods.
Customer Relationship Management Officer
Gaussian Networks Pvt. Ltd.
Jun 2018 - Jul 2019 (1 year 1 month)
Handled Level 1–2 support for software, hardware, and network issues, reducing average response time by 40% and resolving 30–40 queries per day with 95%+ customer satisfaction.
Assistant Coordinator
Allianz Worldwide Partners
Aug 2017 - Jul 2018 (11 months)
Supported operations by handling 500+ daily interactions across systems and improved call resolution efficiency by 18% using Excel (VLOOKUP, Pivot Tables) to track service metrics.
Education
Degrees, certifications, and relevant coursework
Brock University
Master of Business Administration, Business Analytics
2019 - 2021
Completed a Master of Business Administration with a focus on Business Analytics, emphasizing data-driven decision making and analytical techniques.
Dronacharya College of Engineering (MDU)
Bachelor of Technology, Mechanical Engineering
2013 - 2017
Completed a Bachelor of Technology in Mechanical Engineering with coursework covering core engineering principles and technical problem solving.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
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