Kavya Shah
Technical Support Advisor @Concentrix
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WORK HISTORY
Technical Support Advisor @Concentrix
Technical Support & Troubleshooting - Resolved 40+ customer interactions daily involving hardware, software, connectivity, and account issues.• Customer Satisfaction & KPI Achievement - Maintained 90%+ CSAT while consistently meeting SLAs and quality targets above 95%.• Case Management & Escalations - Managed full ticket lifecycles with accurate CRM documentation and timely escalation of complex concerns.
EDUCATION
Southern Alberta Institute of Technology (SAIT)
Information technology and services , Computer Systems Networking and Telecommunications
ABOUT KAVYA SHAH
Entry-level IT professional and SAIT Information Technology Services student with hands-on experience in Microsoft Azure, VMware, Active Directory, networking, and ServiceNow. Professional background in technical support at Concentrix, resolving high-volume hardware, software, and network issues while maintaining strong customer satisfaction. Experienced in troubleshooting across Windows and Linux environments, with a strong interest in cloud systems and cybersecurity. Passionate about solving technical problems and delivering reliable, user-focused IT solutions.
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