Summary of Qualifications
. Over eight years of progressive experience as a Customer Service and
Support Specialist
. Excellent knowledge of HEAT, AD, Banner, MyCampus, Adobe Connect, LMS
. Skilled in the installation and maintenance of various information
technology applications, MS Office
. Strong critical thinking, analytical, organizational, problem solving
and decision-making skills
. Excel at solving problems by communicating clearly with the client,
gathering information, utilizing various analysis methodologies and
evaluating options
. Creative, detail-oriented, excellent interpersonal skills, customer
focused
. Experienced working with individuals of a diversified background with
the proven ability to work well with all others, at all levels
adapting readily to the demands of the job
Relevant Work Experience
SW100 IT Support Desk Analyst, Durham College-UOIT, Oshawa - Contract (Aug
2013 - Present)
. 1st level support services of, laptops, PC's, printers, peripherals,
software, application support to DC and UOIT faculty, college and
university students
. Key responsibilities include incident resolution for student laptops,
PDA's, lab workstations including modifications, maintenance,
troubleshooting, repair, managing requests and trouble ticket issues
. Continuously striving to meet and exceed service levels when
responding to and resolving tickets, hotline calls as a first contact
with the customer
. Provide support, coordination and communication to clients, 2nd level,
3rd level IT support as well as asset manager and 3rd party vendors
. First line support/resolution where possible on all college and
university user based applications and software including MS Office,
Exchange, MyCampus, LMS applications in addition to other student
software and applications
. All service and problem requests logged in the call logging system
(HEAT)
. General duties include laptop distribution, paper runs with DC and
UOIT, printer maintenance, asset tracking, logging, providing
technical information and recommendations
. Effective communication performed on a daily basis regarding
processes, procedures to clients when required
. Continuously researching, learning new technologies, applications,
devices, to keep up with/maintain a level with on-going trends within
the IT environment
Systems/Admin Support, CAA Insurance, Markham, Ontario - 6mo. Contract
(Sept 2012 - Mar 2013)
. Assisted with the deployment of updating/upgrading to Win7
. Installed, Configured and supported Server2008, systems/networks,
hardware, software, peripherals including modifications, maintenance,
troubleshooting and repair
. Liaised closely with all internal clients and support staff to make a
smooth transition,
. Helped with installing, updating and testing of database
Systems Support Specialist, Springer-Miller SpaSoft, Markham, Ontario (Nov
2010 - June 2012)
. Five STAR Hotels and Spa clients included but not limited to Ritz
Carlton, Marriott, Mandarin Oriental, MGM Grand, One & Only Dubai,
Luxury, Trump International, Four Seasons, Fairmont, Park Hyatt, Westin,
Sutton Place, Caesars, Ravella, Bellagio
. Installed, Configured and supported Win7, WinXP, Server2003, Server2008,
Citrix, Virtual, systems/networks, hardware, software, peripherals
including modifications, maintenance, troubleshooting and repair
. Liaised closely with clients which included, Regional Directors, IT
District Managers, all Support Staff to understand the nature of the
business in order to fully satisfy client's needs
. Reviewed the Business Requirement Document and System Requirement
Specifications to provide the best solution
. Managed scheduling, planning, recommendations and implementations of
system upgrades
. Provided end user support - installation, configuration of software,
hardware, desktop equipment, network devices, interfaces
. Tested web pages in a combination of codes, such as HTML and XHTML,
Flash and/or using code-generating programs, such as Dreamweaver and
Visual Enhancing visibility and improving the appearance of clients'
existing web site on-line booking reservations systems, by creating
graphical components and links, using Sharepoint and HTML
. Testing the site for functionality in different browsers and at
different resolutions
. Communicating with the clients to identify their issues and resolving
those issues promptly by changing the digital display, re-writing the
code or adding new code as required
. Developing positive relationship with diversified clients by
ascertaining their needs are metk
. Conducting self-promotion and outreach to ensure continuous operations
of the business and on-going delivery of services offered
. provided client support services and technical support in a computer
networked environment remotely and desk side globally 24/7
. Maintained high security standards at all times including policies and
procedures
. Assisted all departments and divisions when needed: Sales, Trainers, QA
and Developers
IT Admin/Network Support, Itravel200.com, Toronto, Ontario (Aug 2007 - Nov
2010)
. Improved and maintained product and process quality for the web site,
affiliate sites and all web applications
. Organized and managed in-house content for web site ensuring
participants' satisfaction at all times
. Created weekly content reports for different departments including
marketing and the sales floor
. Collaborated and communicated effectively and efficiently with
coworkers, management, clients and the public
. Provided a consistently high degree of both friendliness and
efficiency for all clients, guests and visitors by providing both
accurate and efficient services
. Supported all staff in-house desk side and remotely with
hardware/software requests, issues and upgrades
. Performed scenario, application flow and be able to create and
maintain quality system documents and records
. Installed, Configured and supported Win2000, WinXP, Server2003,
systems/networks, hardware, software, peripherals including
modifications, maintenance, troubleshooting and repair
. Responded in a professional, courteous manner at all times to more
than forty requests calls per day
Business Development/Support Specialist, OneConnect, Toronto, Ontario (Oct
2005 - June 2007)
. Continuously developed and nurtured positive business relationships
with wholesalers, partners and direct staff Organized and managed in-
house content for web site ensuring participants' satisfaction at all
times
. Created and maintained weekly sales, implementation and training reports
with engineering, development and sales
. Provided extensive involvement with existing clients utilizing our
support, engineering and implementations staff globally
. Extensive public relations were always a must on and off the job
participating in social events around the GTA on a consistent basis
. Presented and trained clients, end users on products, services, software
and functionality
. Acted as liaison between sales, tech support, engineering and
implementations to deploy new services on a daily basis reporting
directing to the VP of Sales and Implementations
Education
. Computer Systems, Algonquin College, Ottawa, Ontario (Sept 2002 - June
2005)
. CCNA, Centennial College, Scarborough, Ontario (Oct 2012 - presently
pursuing certification)
URLS
http://ca.linkedin.com/in/andrebridgemohan