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MS

Mandeep Singh Chadha

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Product Support Specialist

North York, ON M2J 1L4

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Sault College (triOS)

À propos

Customer-focused Product Support Specialist with 6 years of technical support experience troubleshooting cloud-based SaaS software, Property Management Systems (PMS), and user workflows. Proven track record acting as the primary point of contact for clients via phone, email, and live screen-sharing sessions. Expert in Zendesk incident logging, ticket triage, and collaborating cross-functionally with Programming and Sales teams to resolve complex software inquiries. Highly adaptable to with a strong foundation in Microsoft 365, Google Workspace, and network troubleshooting.

Compétences

  • DNS
  • Google Workspace
  • Microsoft 365
  • SLA Management
  • TCP/IP
  • Windows 10/11

Expérience

  1. IT Administrator

    OST Solutions Inc.

    févr. 2023 to août 2026

    North York, ON

    • Act as frontline product support specialist for 60+ corporate staff and client end-users, handling 20 to 30 tickets daily via phone, email, and interactive screen-sharing sessions. • Document all customer interactions, step-by-step troubleshooting, and resolutions thoroughly in Zendesk, maintaining a 98% positive satisfaction score. • Collaborate daily with internal Programming/Engineering teams via Jira ticket escalations to identify software bugs, test patch fixes, and verify feature deployments. • Assist clients with cloud software navigation, user account setup, data integration, and feature walkthroughs for property management and office applications. • Work closely with Sales and Client Success teams to escalate account-level requirements and ensure seamless client onboarding. • Provide flexible shift coverage including 10-hour schedules, weekend rotations, and standby coverage to maintain uninterrupted client support operations. • Author clear knowledge-base articles, user runbooks, and self-help guides to help clients resolve common software questions independently.

  2. IT Support Technician & Client Specialist

    Sigma Corporation India Ltd.

    janv. 2018 to janv. 2021

    Head Office & Factory Sites, India

    • Delivered technical support and software assistance across head office and 3-4 remote sites, serving as the main contact for user inquiries. • Supported client-facing Point of Sale (POS) terminals, booking software interfaces, and user account permission structures. • Trained non-technical staff and site supervisors on new software feature rollouts, system navigation, and best practices. • Maintained high customer service standards by managing issue escalations calmly and systematically.

Formation

  1. Sault College (triOS)

    Post-Graduate Diploma, Cyber Security

    Toronto, ON

    2023

    Threat Analysis, PCI DSS, Pen Testing

  2. Amity University

    B.Sc., Information Technology

    Noida, India

    2017 to 2020

Permis et certifications

  • Windows 10 Administration

  • Network+

    LinkedIn Learning

  • Introduction to Linux

  • Networking Foundations

  • Wireshark Functionality

Langues

  • anglaisCourant