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Hamed Noori

*** ******** *****, ******, ****** K2W1E6

Home:+1-613-***-**** – Cell: +1-819-***-**** – acqmqc@r.postjobfree.com Summary

With more than 12 years of experience in technical support in multiple environments and different industries, including small to large businesses, I have the knowledge to work with many consumer and business solutions of great companies such as apple, Microsoft, and Unix bases

Highlights

High knowledge of Computer and information based hardware including (Desktops, Laptops, Cell Phone[Android/Windows/IOS], and accessories[scanners/printers/applications])

Strategy complying abilities according the main supervised strategy

Troubleshooting Proficiency

Exceptional telephone etiquette

Patient and diligent

Vast technical Knowledge

Active directory expert

Good knowledge current operating systems [Microsoft Windows/Apple MAC OS X/

Desktop editing application and editing software (Microsoft office/Open Office/ Corel Word/Quarks

Good Knowledge of client based Domain configuration and application (Active directory/ Profile Management/Exchange/…)

Good knowledge of web based application on different platforms (.NET/Java/Perl/PHP/ASP/.. based)

DHCP/DNS Ethernet and Firewall proficient

LAN aptitude

Proficient in AVG, Printers, PC Security systems

Accomplished with mobile devices

Low end customers efficiency, simplifying customer relation in a professional manner

Updated Knowledge of coming and running technologies (Virtualization/Cloud/…) Accomplishments

Promoted to data distribution manager in Yekom consulting Engineers.

Promoted to User Service Manager in Rena Technical services. Experience

Next day Support

May 2015 – Present

The Emplyment Solutions – Ottawa, ON

Next day control of installations and upgraded systems for RBC/IBM Project

Upgrade systems including TDS Projects and apps

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Hardware and compatible test after any upgrades

Recommendation and solution suggestion due to available features

Customer satisfaction and training on apps and hardware utilization

- The Projects Included RBC/IBM-Election Canada/IBM-Coach/TDS Customer sales service

April 2015 to May 2015-05-20

Monumental Business Solutions – Ottawa, ON

Technical Explanation and Information for Customers

Sales Representative and time management

Solution and package building according to customers’ needs

Build very good Customer relation

Problem handling

- Clients included were Bell Canada/…

Head of infrastructure and user support

March 2014 to February 2015

Rena Technical Services – Tehran, TEH

Provided base level IT support to company personnel.

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Displayed courtesy and strong interpersonal skills with all customer interactions.

Built and maintained successful relationships with service providers, dealers and consumers.

Maintained composure and patience in face of difficult customer situations.

Processed an average of 40 inbound and outbound technical support calls.

Trained new employees and explained protocols clearly and efficiently.

Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

Referred difficult issues to upper management while maintaining positive rapport with customer.

Informed customers about issue resolution progress.

Provided thorough support and problem resolution for customers.

Assisted with lead generation.

Provided real-time support to everyday users of Company for long distance access's.

Responded to customer service emails in a timely and effective manner.

Developed and maintained positive customer relationships.

Devised workarounds for problems.

Assessed customer bug and enhancement requests and prioritized development.

Developed and maintained technical expertise in web based problems.

Maintained records, logs and the lifecycle of work requests.

Developed documentation for common processes for both support staff and end-users.

Troubleshot hardware issues and worked with service providers to facilitate repairs.

Created new account, reset passwords and configured access for users.

- The main job was VOLVO TRUCKS re-branching in Iran Data Distribution Manager

October 2007 to February 2014

Yekom Consulting Engineers – Tehran, TEH

Troubleshot hardware issues and worked with service providers to facilitate repairs.

Created end-user self-service tools and documentation.

Created new account, reset passwords and configured access for users. Page 3 of 3

Provided base level IT support to company personnel.

Displayed courtesy and strong interpersonal skills with all customer interactions.

Built and maintained successful relationships with service providers, dealers and consumers.

Processed an average of 25 inbound and outbound technical support calls.

Trained new employees and explained protocols clearly and efficiently.

Informed customers about issue resolution progress.

Supported customers having data connectivity issues.

Provided thorough support and problem resolution for customers.

Assisted customers with technical issues via email, live chat and telephone.

Reported important problems to management.

Worked with customer service supervisor to resolve customer concerns.

Maintained a calm, professional demeanor when faced with high demand, high volume workloads.

Devised workarounds for problems.

- Main Clients were founded to be UNFPA/World Bank/WFP/FAO/Tanzanian Ministry of Agricultural and water resources/ and Power Section/Major and Local Municipalities IT Technical Support

May 2004 to December 2007

Sepand Rayaneh Tehran – Tehran, TEH

Troubleshot hardware issues and worked with service providers to facilitate repairs.

Created end-user self-service tools and documentation.

Created new account, reset passwords and configured access for users.

Provided base level IT support to company personnel.

Displayed courtesy and strong interpersonal skills with all customer interactions.

Built and maintained successful relationships with service providers, dealers and consumers.

Processed an average of 10 inbound and outbound technical support calls.

Trained new employees and explained protocols clearly and efficiently.

Informed customers about issue resolution progress.

Supported customers having data connectivity issues.

Provided thorough support and problem resolution for customers.

Assisted customers with technical issues via email, live chat and telephone.

Reported important problems to management.

Worked with customer service supervisor to resolve customer concerns.

Maintained a calm, professional demeanor when faced with high demand, high volume workloads.

Devised workarounds for problems.

- Major Customers were UNFPA/UNIDO/FAO/Locomotive and trains repair and application section/Education section/Mining Section

Education

Master of Science: Industrial Engineering, 2015-05-20 Eyvanakey Institute of Higher Educations – Eyvanakey, Semnan, Iran

Minor in System Management & Productivity

Bachelor of Science: Mathematics, 2004

Iran University of Science and Technology – Tehran, Tehran, Iran

Minor in Pure Mathematics

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Languages

English

French

Persian

Skills

Good Customer relation, Goal oriented, Fast Problem solving, Ambiance management, Student mentality

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