Pawandeep Kaur
Hamilton,New Zealand
Summary
Accomplished Technical Support Engineer with a strong foundation in customer service and technical troubleshooting, specializing in providing high-quality support for software platforms. Proficient in resolving technical issues, managing workflows, and ensuring smooth system performance. Skilled in problem-solving and effectively communicating solutions to clients. Experienced in supporting diverse systems, including time management, scheduling, and workflow optimization tools. Known for excellent interpersonal communication, telephone etiquette, and a commitment to maintaining high customer service standards. Adaptable and quick to learn new platforms, with a proven track record of improving user experience and delivering effective training and development initiatives
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Technician and CSR Manager
HARVEY NORMAN
Hamilton, New Zealand
05.2019 - Current
- Daily responsibilities involve executing tasks with tech team, for example upgrades, repairs, and installations, as well as managing job bookings and coordinating with suppliers
- Troubleshot and resolve technical issues to restore functionality of customer' devices
- To ensure that company protocols are adhered to regarding job bookings, repairs, services, communication, and coordination with tech team
- Additionally, to ensure timely resolution of customer issues, while keeping them informed about progress of their device repairs. Managed over 40 calls per day
- To get all returns and faulty stock processed on time
- Moreover, managing replacement orders for faulty stock from both suppliers and store
Technical Assistant
Harvey Norman Hamilton
Hamilton
08.2017 - 05.2019
- Provided tailored support to customers, ensuring maximum satisfaction by resolving technical issues in a timely manner
- Escalated equipment repair issues and sourced necessary parts to restore functionality promptly
- Used fault diagnosis and root cause analysis to troubleshoot and resolve technical problems efficiently
- Capture technical data, helping to track issues and streamline troubleshooting efforts
- Coordinated repairs and maintenance, ensuring timely and efficient resolution of customer issues
- Managed communication between customers, suppliers, and the tech team to ensure seamless operations and issue resolution
Teacher's Assistant
World One Education
Punjab, India
10.2014 - 11.2015
- IELTS Training
- Collaborate with the lead teacher to oversee the class schedule
- Assist teachers with lesson preparation by getting materials ready and setting up equipment
- Revise lesson material with students individually and in small groups
- Equip students with English proficiency skills for effective communication
- Supervised and Managed students
- Worked collaboratively with lead teachers to identify challenges students are encountering and propose solutions.
- Taught students important learning, study and behavior management skills for academic success.
Education
Post Graduate Diploma in Applied Informatics Level - Computer Applications/Networking
WINTEC
Hamilton, NZ 08.2016 - 05.2017
Post Graduate Diploma in Computer Applications - Computer Applications
Indira Gandhi National Open University
India /2013 - /2015
Bachelor of Computer Applications -
D.A.V. College
Amritsar, India 06.2010 - 04.2013
Certificate of Higher Education -
D.A.V International School
India 04.2009 - 06.2010
Skills
- Customer Service & Customer Relations:
Significant: Providing great customer support, ensuring users understand solutions, and offering assistance with technical issues - Excellent Time Management Skills:
Important: Critical for managing multiple support tickets or tasks simultaneously in a technical support environment - Microsoft Outlook, Word, and Excel:
Important: Proficiency in these tools is important for managing emails, documenting issues, and tracking data - Effective Problem Solving:
Significant: Key for troubleshooting technical issues and diagnosing system failures or user-related problems - Product Knowledge & Performance Management:
Important: Understanding the product you support (eg, software platform, system, or devices) and how to monitor performance is essential in technical support roles - Training and Development:
Important: As a Technical Support Engineer, to assist in training customers or internal teams to improve technical proficiency - Exceptional Interpersonal Communication & Telephone Etiquette:
Significant: Clear communication is essential in tech support to explain solutions and technical issues in an easily understandable way - Adherence to High Customer Service Standards:
Significant: Technical support is still very customer-service driven, and ensuring users feel heard and supported is critical
- Data Entry
Useful: Tracking technical support tickets, system logs, and troubleshooting documentation require good data entry skills
- Technical Support:
Essential: This is the core skill for the role Experience in technical troubleshooting, resolving hardware/software issues, and supporting users
- Effective Workflow Management:
Important: Being able to manage workloads and prioritize tickets/issues efficiently is vital in technical support
- Shipping, Receiving, and Warehousing
- Logistics Policies and Procedures
Language Proficiency
English
Proficient (C2)
Punjabi
Fluent
Hindi
Fluent
Affiliations
- Watching Movies: I enjoy a wide range of films, from dramas to action movies. Whether at the cinema or at home, I appreciate good storytelling, cinematography, and the emotions movies bring. It’s a great way to relax and explore new narratives and cultures.
- Listening to Music on Long Drives: I enjoy listening to playlists that match the mood and scenery of the drive—upbeat for sunny days, mellow for peaceful evenings. Music lifts my spirits, evokes memories, and makes the journey more enjoyable.
- House Decor: I enjoy enhancing my living space with thoughtful furniture, artwork, and color schemes. Whether rearranging, adding accents, or doing DIY projects, I love creating a cozy atmosphere that reflects my personal style.
- I find washing my car relaxing and satisfying. It’s a hobby that helps me unwind and take pride in maintaining my vehicle. The sense of accomplishment I get from seeing my car spotless makes the effort worthwhile.
Certification
Microsoft Certified Retail Technician
Acquiring the Microsoft Certified Retail Technician (MCRT) certificate is a significant achievement to demonstrate their proficiency in providing technical support for Microsoft products within a retail environment.
Accomplishments
I have been honored with approximately 15-20 Certificates of Appreciation from Harvey Norman Hamilton.
References
References available upon request.
Timeline
Technician and CSR Manager
HARVEY NORMAN
05.2019 - Current
Technical Assistant
Harvey Norman Hamilton
08.2017 - 05.2019
Post Graduate Diploma in Applied Informatics Level - Computer Applications/Networking
WINTEC
08.2016 - 05.2017
Teacher's Assistant
World One Education
10.2014 - 11.2015
Bachelor of Computer Applications -
D.A.V. College
06.2010 - 04.2013
Certificate of Higher Education -
D.A.V International School
04.2009 - 06.2010
Post Graduate Diploma in Computer Applications - Computer Applications
Indira Gandhi National Open University
/2013 - /2015
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