Roxana Barihi

****-* ***** **** ***, North York, ON, M2N 7A1

(416) - 939-6040, aca9q5@r.postjobfree.com

IT Technician (Helpdesk)

SUMMARY OF QUALIFICATION

. Worked for several years in field support engineer, serving customers in

IT and desktop-help-desk departments.

. Proficient in troubleshooting, installation, configuration,analyzing and

repairing of office equipment

. Worked with CLP (Command Language Programming) on the AS/400

. Years of experience in efficient processing and completion of printing

orders

. Determined, strong analytical skills, quick learner and a team player.

. Solid time- management with ability to multi- task, carryout extra job

assignments and meet deadlines

TECHNICAL SKILLS

Server/Client Microsoft windows server 2008-R2, AS/400, Windows 98, XP, Vista,

Systems: 7,8, Ubuntu

Network & DNS, DHCP, VPN, TCP/IP, FTP, WAN, LAN

Protocols:

Tools & VMware, Microsoft Office (Word, Excel, PowerPoint, Access,

Software: Outlook), Heat Ticket, Browser (Google,Internet Explorer,

Firefox), WireShark, Subnetting, OSI, Active Directory,

Wireless, SSH, PKI, IIS, Windows Firewalls, IPsec, Print Servers

Languages: Python, Power Shell, HTML

Hardware: Printers(HP,Brother,Lexmark,IBM,Sumsung,Canon,Panasonic,Zebra,Xe

rox,Epson),Linksys

PROFESSIONAL DEVELOPMENT & CERTIFICATIONS

Accelerated Network Administration Certificate Program (in progress)

Microskills, Toronto, Canada

Microsoft Certification-MCSA/ MCITP (in progress)

HP printers Certification - maintenance and repair of low-end, mid-range

and MFP laser jet 2005

PROFESSIONAL EXPERIENCE

IT Operation & Technical System Support

YM Inc., Toronto, ON

2008- 2012

. Support:

Implemented updates such as: history logs, output queues and console

messages for IBM AS/400 system

Provided local and Gateway technical assistance for incoming queries and

issues related to computer systems, software, and hardware

Updated customers regarding constantly changing software, hardware, and

peripherals

Assisted with the company helpline and served as a customer

representative by responding to phone calls, email messages and

monitoring ticketing management system to ensure timely resolution of

issues

Performed password resets, changed user account information, arranged

for external service calls

Documentation:

Managed and archived internal technical support procedures for future

reference

Prepared activity reports, archived system problems and resolutions to

keep system information updated

Documented technical process and analyzed data flow to identify areas

that required improvements

. Backup:

Maintained company backup schedules, performed restores as needed,

ensured the re-circulation of backup tapes, processing for offsite

storage

. Sales Report:

Configured and circulated daily sales reports for approximately 600

stores

Set up and maintain sales management hierarchy as SKU & PLU numbers

change

.

Roxana Barihi 416-***-****

Field Service Technician

2007-2008

Multicomm Computer System, Toronto, ON

. Performed full range of troubleshooting, set-up, install and repair all

types of photocopier, scanners, faxes and printers on customer's

location

. Provided emergency, preventative and corrective maintenance in

accordance with the highest standards of technical services

. Co-ordinated with sales representatives to manage workshop and field

service calls

. Maintained internal call database, including inventories of hardware and

software to ensure effective call management procedures by reporting all

activities and time by using the prescribed methodology, ensuring

accurate customer record, which provided an excellent resource for

follow-up, stores management and accountability

. Reported all activities and time using the prescribed methodology to

ensure accurate customer records and internal records.

. Organized supplies and inventory to ensure customer trouble issues are

resolved timely and accurately

. Communicated with clients to provide new training courses for delivery

of high-quality service and solution

. Coordinated with team members and department leaders to meet service

commitments within established timeframes.

Service Technician

2006-2007

Fax Engineer, Toronto, ON

. Repaired, serviced, troubleshot and overhauled all types of copiers,

plotters, printers, faxes and scanners including ink jet and laser types

. Adjust, align, replace or repair electronic equipment and assemblies

. Set up and made adjustments to printer/Copiers machines, Input codes and

key in programming data on console keyboard of computerized machines

. Contact customer and arrange for training to how to use equipment.

. Rebuilt used equipment for resale

. Refurbished and recertified to get ready for sale of photocopiers

. Diagnosed and correction of machine and image quality problems

. Replaced worn parts.

Service Supervisor/ Field Engineer

2003-2006

Emitac-Persia, Iran

. Managed customer accounts; made recommendation for possible upgrade to

digital equipments

. Setup and checked equipment for proper operation

. Ordered supplies and Maintained sufficient inventory of base equipment

for repair

. Pursued customer satisfaction after equipment delivery

. Maintained and repaired equipment within specifications after warranty

period on main frame

. Trained, supervised, scheduled and evaluated a group of technicians

. Managed area technicians and provided support on machines when needed

. Developed and implemented training programs for clients Service

technician

. Repaired, serviced, troubleshot all types of printers, faxes and

scanners including ink jet and laser types

EDUCATION

Masters of Science (M.Sc.) - Medical Radiation Engineering, Islamic Azad

University, Iran

Bachelor of Science (B.Sc.) - Electronic Engineering, Islamic Azad

University, Iran

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