NISHANT RAINA
Phone: (647)764-1444 Address: Vancouver, BC Email: nishantraina@outlook.com
PROFESSIONAL SUMMARY
Experienced customer service manager with 3+ years of experience in leading teams, improving customer service, identifying
opportunities, technical support, and complete electrical diagnostics and repair along with understanding of variety of computer
operating systems applications and hardware. Analytical and adept at resolving complex network issues. Critical thinker who addresses
customer support issues quickly and who consistently exceeds performance standards.
FUNCTIONAL EXPERITSE
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End-user support
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Database management
Cybersecurity best
practices
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Incident Response
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Project and Management
Virtualization
Computer Networks
TCP/IP, DHCP, DNS
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Technical support
Diagnostics
Desktop and Mobile OS
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Risk Management
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Resource and Time
Management
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MS Office
Cloud Computing
Electrical installation
Hardware troubleshooting
Software issue resolution
Python, Java, SQL
SOFT SKILLS
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Team Leadership
Complaint Reduction
Strategies
Training and mentoring
Analytical thinking
Ability to work under
pressure.
Training and mentoring
Strong Communication and
Interpersonal Skills
Strategic Planning
WORK EXPERIENCE
Customer Service Manager
Walmart
04/2021 – Present
Canada
→ Managed a team of customer service reps, resulted in an increase in customer satisfaction ratings.
→ Handed customer and associate concerns and provided guidance as required.
→ Conducted training to associates on systems and company procedures, i.e., scanning accuracy, productivity, company programs and
initiatives, discounts, EAS system, and safety.
→ Oversaw and promoted all company sponsor programs and initiatives, i.e., credit card service, Walmart protection plan, charity
initiatives, and discount programs.
IT Support Technician
Orco Networks Inc.
02/2022 – 02/2023
Canada
→ Provided network support and troubleshooting including structured cabling, network hubs, switches, routers, and servers.
→ Assisted in system administration and maintenance, including user accounts, system configuration, and daily backup.
→ Troubleshooted complex hardware and software issues, optimizing network performance, and addressing IT security concerns.
→ Conducted periodic system performance monitoring, including storage utilization, system logs, patch management, and preventative
maintenance to maintain 99.99% system availability.
→ Maintained IT documentation and provided end-user training and support on application systems.
User Support Technician
Splen Technologies & Education Pvt Ltd
06/2019 - 06/2020
India
→ Worked on a ticketing system with customers to identify service-related needs and offers the most appropriate solutions while
providing world-class customer service.
→ Responded to incoming calls and emails from the clients.
→ Diagnosed and resolved functionality issues based on hardware, software and network.
→ Walked customers through common phone hardware and software configurations to maximize service functionality.
EDUCATION
Bachelor of Technology in Computer Science and Engineering
Punjab Technical University
2015-2019
India
Cloud Computing for Big Data
Lambton College
2020-2022
Canada
CERTIFICATIONS
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CompTIA Security+ ce
Cybersecurity Foundations: Governance, Risk, and Compliance (GRC)
LinkedIn ISO 27001:2013-Compliant Cybersecurity
04/2023-04/2026
07/05/2023
07/03/2023
AWARDS
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Awarded as Shining Star of the Month multiple times during my tenure as a CSM at Walmart for my great customer service skills,