Sarthak Gupta
Technical Support @Concentrix
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WORK HISTORY
Technical Support @Concentrix
Hamilton, ON, CA
Delivered technical troubleshooting support for a global enterprise client, resolving hardware, software, and account-related issues through phone, chat, and ticket-based systems.• Diagnosed system errors, connectivity issues, application failures, and performance problems by following structured troubleshooting workflows and documenting all steps clearly.• Performed root cause and trend analysis on recurring customer issues, reducing escalations and improving first-contact resolution.• Escalated complex cases to Tier 2/Tier 3 teams with complete logs, reproducible steps, and clear impact statements.• Ensured strict compliance with data security, authentication, and customer-information handling protocols.• Guided non-technical users through technical processes with patience and clarity, improving customer satisfaction and reducing call handling time.• Logged cases, actions taken, and resolutions in the client’s CRM/ticketing system.• Collaborated with cross-functional teams to address service outages, update knowledge base articles, and implement process improvements.• Maintained high performance scores across QA, customer satisfaction (CSAT), and adherence metrics in a fast-paced support environment.
EDUCATION
Conestoga College
Ontario College Graduate Certificate
Panjab University,Chandigarh
Bachelor's Degree
ABOUT SARTHAK GUPTA
Hello! I\'m Sarthak Gupta, a Full Stack Developer and Computer Applications graduate with a passion for building scalable, user-focused applications and leveraging technology to solve real-world problems. Skilled in both front-end and back-end development, I enjoy working through the entire project lifecycle, from design and architecture to deployment and optimization. My technical expertise includes Next.js, TypeScript, MERN stack, GraphQL, MongoDB, and cloud services. I am always exploring modern web frameworks, databases, and APIs to enhance my development capabilities and stay ahead in this fast-evolving field. Beyond coding, I am also a content creator and storyteller. Through my YouTube channel, I document my experiences as an international student in Canada, sharing insights about tech, career growth, and student life. With over 1.7M views and a growing 13.6K+ community, I aim to educate, inspire, and help students and developers navigate their journeys more effectively. I also contribute to community initiatives, mentor aspiring developers, and have built websites for NGOs during my student life, using my skills to give back and make an impact. Languages TypeScript JavaScript Python HTML5, CSS3 MySQL, PostgreSQL, Firebase Firestore, MongoDB Frameworks & Technologies Next.js React.js Node.js (Express.js) Tailwind CSS Firebase GraphQL Tools VS Code Git & GitHub Postman Firebase Console Figma
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