Customer Service Software

Raza Bhatti

*** ******* ***. ****** *** York ****3

Telephone: 516-***-****

Email: *************@*****.***

Objective:

Looking for a challenging and rewarding position of IT Help Desk support in an organization where I can use my

knowledge and skills to support the organizational functions and serve the clients in an efficient manner

Education:

• New York Institute of Technology New York, NY

Candidate for Bachelor of Science Engineering Technology

Expected graduation May 2014

GPA:3.08/4.0

IT Skill:

• Performed routine maintenance, such as of user accounts

• Installed or advised installation of upgrades to prevent malfunctioning, Outstanding communication

ability, verbal and oral

• Multi-tasking ability, organization Effective problem solving during customer service

• Computer literacy: software, hardware, troubleshooting and repairing

• Good in hardware and networking and possess strong customer service skills

• Knowledge: and Excellent organizational and communication skills

• TECHNICAL EXPERTISE

• Operating Systems / Mainframes

Windows XP/2000/NT/98/95,windown7and 8, Microsoft Exchange, Novell, DOS, TCP/IP, UNIX; ERP

• Software / Tools

MS Office Suite 2000/2003 (including MS Publisher and MS Access); Blue Ocean Software Track it, Lotus,

Symantec Ghost, Symantec PC Anywhere, Mcafee Antivirus, Intellireach Anti-Spam, EHR.EMR billing systems.

Gears.

• Windows/Netware Environment

Novell administration (troubleshooting login issues, monitoring printers, monitoring server stats);

maintaining virus software and network backup software on Windows.

Employment:

Sam Ash Music Corporation Hicksville, NY May06-june 18 2013

Help Desk Specialist- IT Department

• Possess good experience in handling all types of desktop activities including installation.

• upgrading and resolving the problems as well as network administration

• Tacking system Track-it. POS Systems Shipping PCS out of states.

• Fielded trouble and information request calls from over 175 users.

• Resolved user problems on initial call over 98% of the time.

• Entered caller information in coming tracking application database.

• Provided status to users on the progress of their problem resolution.

• Continued to enhance skills and completed 25 courses to reduce number of calls requiring

technician dispatch.

• Notified users of system status whenever there is an anticipated outage or when unscheduled

downtime occurs.

• Placed & tracks service calls to over 77 vendors.

• Implanted new vender progress & resolution procedures to reduce turn around.

• Reviewed outstanding problem list assure that problems are addressed appropriately as their

Severity.

• Monitored trend analysis and & exception activity by reviewing call tracking information.

• Maintained Customer Service Desk manual keeping procedures and information current.

• Completed special projects as assigned by the Operations Manager

• Excellent documentation and communication skills, both written and verbal

• Ability to multi-task and meet deadlines in a timely manner

• Handle irate users (sometimes) stressful work environment in a professional manner. Handled

work station set up and tears down while practicing utmost confidentiality.

• Provided Field support for retail stores POS systems.

• Scheduled Field technician and customer installs.

Amsac-Healthcare Industry Consultants Garden City, NY June summer 2012- march- 2013

Help Desk Technician, Analyst

• Identifies, diagnoses, and resolves Level One problems for users of the mainframe, personal

• computer software and hardware, District network, the Internet and new computer technology a

Call center environment; communicates solutions to end-users. Android, IPhone support

• Provides one-on-one end-user problem resolution over the phone for District approved Personal

• Computer (PC) software.

• Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software

and peripherals.

• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and

mainframe, e-mail, Internet, dial-in and local-area network access problems.

• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance

agreements.

• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not

covered by third-party vendor maintenance agreements.

• Helps install local area network cabling systems and equipment such as network interface cards,

hubs and switches.

• Assists Network Technicians in creating materials for end-user frequently asked questions

• Working with Microsoft exchange, office 365.

• Intermediate knowledge of Mac desktop support.

• Understands and is able to troubleshoot Apple hardware, Mac OS X, pro applications and other key Apple

technologies. Capable of performing OS X installations, upgrades

• Capable of performing software and hardware installations and upgrade on Mac OS X environment.

Experience with Mac OS Classic a plus.

New York Institute of Technology New York, NY summer 2010-2012

Assistant at IT Department

• Responsible for setting up computer for new staff, helping out with

• Provide networking/desktop support and perform mainframe and account maintenance tasks. Earned

commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.

Resolved desktop, laptops, hardware and phone issues

• Responsible for printer maintenance, troubleshooting Panasonic fax machines.

Replacing toner cartridges, removed paper jams, replaced fusers, and paper trays

Repaired Cerner and Zebra bar-code printer.

• Installed, configured, and maintained the functionality of company desktop systems, together with the

peripheral appendages and software.

• Kept in constant contact with vendors, to resolve problems as quickly and efficiently as possible

• Provided computer system support for both staff and customers.

Ran regular checks, tests, and tracking procedures to prevent or identify problems

Contact this candidate