Pragati Panchal
Customer Service Representative @A&W Food Services of Canada Inc.
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WORK HISTORY
Customer Service Representative @A&W Food Services of Canada Inc.
Delivered high-quality customer service by building rapport with diverse customers and ensuring a positive service experienceHandled high-volume customer interactions efficiently, demonstrating strong communication and problem-solving skills in a fast-paced environmentProcessed transactions accurately using POS systems, maintaining attention to detail and accountability in financial handlingResponded to customer inquiries and resolved concerns professionally, strengthening customer satisfaction and loyaltyDemonstrated adaptability by working flexible shifts, including evenings and weekends, in line with business needsUtilized digital systems and tools to manage orders and transactions, showing strong digital literacy and ability to learn new platforms quicklyCollaborated with team members to meet service targets during peak hours, reinforcing teamwork and performance under pressureConsistently maintained a professional and customer-focused attitude, supporting a client-first service approach
EDUCATION
Loyalist College
Postgraduate Degree, Cyber/Computer Forensics and Counterterrorism
Gujarat Technological University (GTU)
High School Diploma
Gujarat Technological University (GTU)
Bachelor of Engineering - BE, Computer Science
ABOUT PRAGATI PANCHAL
IT Support Technician with hands-on experience providing end-user technical support in Windows-based and networked environments. I bring a strong foundation in troubleshooting hardware, software, and connectivity issues, ensuring smooth day-to-day operations while delivering reliable customer support. In my current role, I support users by resolving technical issues, managing ITSM tickets, and assisting with account access, password resets, and Microsoft 365-related problems. I regularly handle multiple service requests while maintaining clear documentation, meeting service expectations, and ensuring a positive user experience. My background also includes experience in network administration, where I supported LAN/WAN connectivity, assisted with configuring routers and switches, and troubleshot system and network-related issues for internal users and clients. I have worked across Windows and Linux environments, gaining practical exposure to real-world IT operations.🧩 In addition, I have hands-on exposure to web technologies through WordPress-based projects, as well as foundational knowledge in security monitoring using tools like Splunk and Wazuh through academic projects. This allows me to approach troubleshooting with both operational and security awareness.🤝 Alongside technical skills, I bring strong customer service experience from working in fast-paced environments, where I developed communication, problem-solving, and adaptability skills while handling diverse customer interactions and maintaining service quality. I hold a Postgraduate Diploma in Cybersecurity from Loyalist College and a Bachelor’s degree in Computer Engineering, along with the Google IT Support Professional Certificate. I am continuously learning and building my skills in IT support, networking, and system troubleshooting. Currently seeking opportunities as an IT Support Technician, Help Desk Analyst, or User Support Technician where I can contribute my technical skills, support users effectively, and continue growing within IT operations.
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