Customer Service Project Management

Sheraz **********@*******.*** #**** ***A St, Surrey, BC V3W 0R4 778-***-**** Objective: IT Helpdesk Qualification . Masters, Information Technology/Business Administration, Bachelor degree in Computing . 6+ years of supervision, technical and customer services associate experience . Maintained the LAN/WAN/VPN on Windows NT/2000/2003,08 (active Directory)/XP/Vista . Expert in MS Office Suite (Word, Excel, PowerPoint, Access, Outlook, FrontPage) . Knowledge of Data Gathering and Research Methodologies . Project Management Tools, MCSE, CISCO Devices, A+ hardware and installation . Innovative, interpersonal and managerial skills . Fluency in English, Urdu, Hindi and Punjabi Technical and Professional Skills |Full hand on MS Server 2003,08,08r2 and its Roles, Apple (Mac OS X v10.6 (Snow | |Leopard)) | |Web designing & development/ E-Commerce (DreamWeaver, DHTML/XML,PHOTOSHOP) | |Oracle & Development, ERPs, Navision/ Dynamics and JDE, Visual C, OOP C++, Java, | |Java Script, ASP.NET/JSP, | |SQL, SQL Server 2005 & 2008, Tara Data Techniques and R-DBMS | |Data Communication & Design (Routers 'Cisco', Hub, Switches, OSI Layers, | |Firewalls) | |Mobiles Software troubleshooting and Installation (Apple, Android and Windows) | |Familiar with Novel NOS and Products, Cisco NOS and Products) | |Project Management and Research Methodologies | |HR Management, Financial Management, and Organizational Behaviors | Experience IT-Technical Support Analyst SEP 27, 2012 to DEC 7, 2012 North American Tea & Coffee Inc. Delta, BC (One of North America's largest suppliers of private label, co- manufactured, and foodservice dry package foods, has improved on national brand offerings for last 25 years) . Supports and maintain in-house computer systems, LAN,WAN, desktops and peripherals . Installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance . Provides end-user training and assistance when required . Receives and respond to incoming calls and emails regarding PC, Network, hardware problems, Enterprise Resource Planning (ERP) with MS Dynamics/ Navision and JDE . Develop and maintain an inventory of all IT-related equipment . Monitor and test infrastructure services performance and provide Infrastructure Service performance statistics and reports, and much more in ERP's . Liaise with third-party support and PC equipment vendors Technical Support Representative Oct 2011 to March 2012 Shaw Communications Inc, Vancouver Downtown, BC (Shaw is leading provider of digital direct-to-home satellite TV, Phone and Internet in Canada) . Customer Support Service with standard quality management . Provide Technical Support to Shaw Products and Services at the customer end . Troubleshooting and Fixing the Hardware . Analyzing the Customer's need and demand and bring them in working Sheraz **********@*******.*** 778-***-**** Customer Service Associate 2009-2011 MeX Ltd, Castleford, Yorkshire, UK (MeX-Ltd is leading local mobile phone company) . Provided the Help desk and Customer Services to almost 50 customers every day . Sales and After Sales Services . Mobile and its Accessories troubleshooting and repairing like IPhone, Blackberry, Android . IT Products troubleshooting and solutions Team Leader 2006-2007 Abbott Solutions, Abbottabad, Pakistan (IT and Medical Transcription Company) . Managed 20 employees team and leaded them to get the different projects done . Gathered Data, Compiled and reported it . Making employees works schedule and assigning them tasks . Managed 5 projects and controlled them by using PERT charts, Gantt Charts, Event Chain Diagram and CPM technology Network Engineer 2005-2006 Medicines Sans Frontiers (MSF-F), Mansehra, Pakistan (UN awarded best International Not for Profit Organization in 2005/06) . Designed local Area Network structure . Implemented the 3 domains running on Windows Server and XP . Installed and Maintained the IIS and MS Exchange Server . Installed and Maintained the Network . Installed and Configured the MS SQL Server and Oracle applications . Maintained, Configured and Monitored different Network software Education and Training MASTERS, Information Technology 2005 COMSATS University, Abbottabad, PAKISTAN Program of Computer Sciences and Business Administration PG-Diploma Business Administration 2009 Yorkshire College, Bradford, UK . Program of Business Management and Information System Bachelor, Computer Sciences 2002 AL-KHAIR University, Abbottabad, PAKISTAN . Program of Computer Sciences and Project Management Volunteer Experience Assistant Administrator 2008 ADVOCACY SUPPORT, Leeds, UK . Provided Support to those who needed help in housing and government support programs Interests . Reading Business Case Studies/ Magazines . Internet and Technology . Mobile Computing and VoIP