Harpreet Kaur
Arcadia,CA
Summary
Dynamic Technical Support Analyst with a proven track record at Wells Fargo, excelling in remote support and technical issue analysis. Recognized for enhancing first-call resolution rates through active listening and effective troubleshooting. Adept at collaborating with cross-functional teams to drive system improvements and elevate customer satisfaction.
Overview
21
21
years of professional experience
Work History
Technical Support Analyst
Wells Fargo
01.2023 - Current
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Assisted in product testing efforts prior to release, helping identify potential bugs or user experience improvements needed.
- Enhanced team productivity by sharing knowledge, resources, and best practices with colleagues.
Senior Desktop Support Technician
Humana
07.2021 - 08.2022
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and Type policies.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Served as a mentor for junior technicians, fostering professional development through hands-on guidance and constructive feedback.
Mac Genius
Apple
08.2018 - 05.2021
- Trained new team members on company policies, software tools, and best practices in technical support.
- Developed rapport with clients by addressing their needs professionally while adhering to company guidelines.
- Maintained detailed documentation of all troubleshooting steps, customer interactions, and resolutions to ensure efficient knowledge transfer among peers.
- Expanded product knowledge through continuous learning, attending workshops, webinars, and industry conferences.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on process improvements.
- Provided exceptional customer service by empathizing with clients'' frustrations and offering timely resolutions.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Technical Advisor
Dell
02.2004 - 05.2005
- Served as primary point of contact for triaging technical issues.
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
- Collaborated closely with cross-functional teams, ensuring optimal integration of new technologies and systems.
- Mentored junior team members, fostering professional development opportunities aimed at enhancing skill sets and knowledge base.
Education
Bachelor In Computer Science - Computer Applications
MCM DAV
Chandigarh, India06.2005
Skills
- Remote technical support
- Software installation
- Technical issue analysis
- Application support
- Troubleshooting and Diagnostics
- Ticketing systems
- Windows 10
- Technical troubleshooting
- Active listening
- Mac systems
- Hardware configuration
Accomplishments
- Achieved Result by completing Task with accuracy and efficiency.
- Documented and resolved Issue which led to Results.
Languages
English
Full Professional
Hindi
Native or Bilingual
Italian
Elementary
Timeline
Technical Support Analyst
Wells Fargo
01.2023 - Current
Senior Desktop Support Technician
Humana
07.2021 - 08.2022
Mac Genius
Apple
08.2018 - 05.2021
Technical Advisor
Dell
02.2004 - 05.2005
Bachelor In Computer Science - Computer Applications
MCM DAV
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