Gourav Khurana

Senior Technical Support Advisor @Concentrix

Toronto, ON, CA

Identified, investigated, researched and provided expert technical support on user questions and problems; including hardware, software, networking, or other designated client products. • Solved problems that are generally unstructured and require extensive use of conceptual thinking skills.• Ensured service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’).• Coached and trained support professionals in technical skills, customer service, and applicable processes, assist with support professional technical development by evaluating the performance and providing appropriate feedback, act as an escalation point in the absence of a team leader.• Demonstrated ability to work independently and in a team environment, with excellent organizational, interpersonal, and time management skills.• Demonstrated the ability to diagnose and solve complex technical problems, using diagnostic tools and expert knowledge of systems and software.• Maintained a high level of technical knowledge and stayed up-to-date with emerging technologies and industry trends.

Various Platforms (LinkedIn Learning, Udemy, freecodecamp.org)

Certifications/Online Learning, Computer Programming

George Brown Polytechnic

Computer Programmer Analyst, Computer Programming