Hello, my name is

Steffi Sandra

I am TECHNICAL SUPPORT REPRESENTATIVE

I am a Technical Support Representative specializing in customer service, troubleshooting, and system diagnostics. I assist users with connectivity, device faults, and technical queries while ensuring smooth ticket management and resolution tracking using tools like ServiceNow.

Download CV My Skills

2 + Years of Experience
2+ Completed Projects

Project Coordinator

What have i done

my Projects

Fix connectivity, device, and system issues using diagnostic tools.

Technical Troubleshooting & Diagnostics

Handled diagnostics for OS-level faults and device incompatibilities using structured troubleshooting flows.
Resolved connectivity issues, login errors, and network disruptions via real-time customer support tools.
Managed service tickets and escalations through platforms like ServiceNow to ensure accurate case tracking.

Guide users and resolve service concerns with clear communication.

Customer Support & Issue Resolution

Delivered live tech support for over 100+ requests weekly, including modem faults, Wi-Fi outages, and TV control issues. Educated 70+ users per shift on device functionality, reducing recurring technical support calls by 25%. Conducted signal analysis and log reviews to detect and fix network drop-offs, improving retention and performance.

Manage and track cases using CRM and ServiceNow platforms.

Ticketing & Service Management

Managed over 300 CRM entries monthly, capturing client concerns, troubleshooting logs, and case resolutions. Identified and resolved recurring complaints via root cause analysis, improving first-contact resolution metrics. Collaborated with teams during service outages, helping restore connectivity and communicate real-time updates.

Services

Professional skills

my Talent

Network Security

Firewalls, VPNs, ServiceNow, and secure network diagnostics on Windows & Linux systems.

Ticketing Systems & CRM Platforms

Lifecycle tracking and asset management using ServiceNow and CRM tools across 300+ cases/month.

Technical Troubleshooting & Root Cause Analysis

Analyzing logs, traceroute, and system tools to resolve device, connectivity, and wireless faults.

Customer Service & Support Communication

Guiding 70+ users per shift with clear, empathetic communication and solution-based resolution paths.

Skills

Work Experience

Technical Support Representative

Gatestone – North York, Ontario

January 2025 – April 2025

Resolved over 100+ weekly support tickets for connectivity, wireless, and TV service faults. Managed CRM entries, escalated critical issues, and performed log-based diagnostics to reduce repeat calls by 25%.

Customer Service Associate

Walmart – Georgetown, Ontario

November 2022 – Present

Handled 120+ weekly inquiries, returns, and transactions. Supported financial services, promoted credit applications, and collaborated with teams to maintain inventory accuracy and checkout efficiency.

Education

Computer Networking Technician

Canadore College – Mississauga, Ontario

May 2021 – February 2023

Completed a diploma program focused on network troubleshooting, system diagnostics, and technical support. Gained hands-on experience with Windows/Linux environments, ServiceNow, and IT tools used in real-world support settings.

History

Awards

my Accomplishment

Program Achievement Award

February 2023

Fundraising Star

November 2023

Pricing

Contact Me

Let’s Talk About Ideas

steffisandra007@gmail.com | +1 (647) 809-7413

Contact Me