Customer Service Software
Resume:
Shahed Akhund
Van Nuys, Ca 91405
*******@*********.***
OBJECTIVE
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Technical Professional with 10+ years of IT experience in Client Server,
Storage Area Networking, LAN/WAN, Open Systems, Mainframe, and Enterprise
Application Integration for hardware/software products. Quickly adaptable
and able to multitask in the changing technical and Managerial atmospheres
that are common in today's marketplace.
HIGHLIGHTS OF QUALIFICATIONS
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. 10 years of experience in tier 2 IT and providing Help Desk support
. A+ certification
. In-depth knowledge of Nortel PBX Phone system and VOIP
. In-depth knowledge of IT Project management practices
. Exceptional ability to Understand and apply knowledge from technical
manuals
. Profound ability to maintain confidentiality and professionalism
. Ability to communicate, and interact across facilities and at various
levels
. Excellent presentation skills to engage technical and non-technical
audiences
. Ability to work on fast-paced, team-oriented environment while
handling multiple priorities
. Proficient with PC, MS Word, Excel, Visio and associated publications
software
. Good customer service orientation and interpersonal skills
Platforms: All version of Windows desktop/ Servers/ Exchange. Mac OS,
Blackberry Server.
Hardware: Desktop, Laptop, Server, Mac, Nortel phone system, Printers,
Scanners, all smart phones, digital projectors.
Applications: All version of Microsoft Office, Corel Word perfect, Acrobat
Writer, Norton/McAfee/ Trend Micro anti-virus, Sys Aid help desk software,
Norton Ghost, Power Point, Corel Draw, Adobe Photo Shop, All Browsers,
Citrix, VMware, Remote Desktop, Tight VNC
EMPLOYMENT HISTORY
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Health Advocates, Sherman Oaks, CA 2001-2010
Assistant Supervisor/Senior Technical Support Specialist
. Provide telephone and in-person support to over more than 300 end-
users with computer, network systems and peripheral devices. Provided
1st to 3rd level desktop-side support of Operating systems Migration
and rollout in a corporate environment, phone support, and serve as
the initial point of contact for resolution of Dell/IBM/HP
desktop/laptop computers and network related problems . Create,
respond to, escalate, and close tickets. Track all outstanding
tickets, working closely with Tier II Technician to ensure any
problems are resolved in timely manner. Troubleshoot research,
diagnose, document, and resolve technical issues surrounding Windows
DOS/95/98/NT/ME/2000/XP/VISTA/WINDOWS 7.2003/2007/2008 Pro/servers, MS
Office, Outlook email and Internet connectivity issues. Create and
manage user accounts and reset passwords in windows
NT/2000/2003/2003/2008 server environments. Create group policies,
Troubleshoot TCP/IP setting and corruption, configure LAN setup and
troubleshooting, setup and maintain network printers, assist in
designing FAQ for desktop users, and train staff and clients in PC
hardware/software utilization and manage in-house IT projects.
Answered technical questions regarding software products and their
requirements within related industries.
. Supervise team of 4 Tier 1 and Tier 2 Tech Support Specialists on
24/7/365 on-call basis. Lead specialist in charge of changing out hard
drives, rebuilding machines, and upgrading memory. Provided functional
and technical support, troubleshooting and diagnosing hardware and
software problems, including desktop, laptop, WAN, LAN, and remote
systems. Manage the configuration and performance of all PC systems
and telecommunications. Expertly installed, configured, monitored and
troubleshoot PC's and related hardware on all OS platforms. Resolved
Windows related issues, Internet Explorer issues and other PC software
related issues.
. Troubleshooting and trouble resolution of service issues and system
and equipment faults Installation, maintenance, and adjustments to
voice systems, devices, and related services Provide efficient support
services and timely response to all queries, requests and
reporting/escalation of issues related to customer systems. Manage and
maintain telecommunications system performance and capacity Implement
new voice/data systems as required. Interact between client and
telecom vendors (local exchange carriers, long distance carriers, pbx
vendors, voicemail vendors) to resolve issues and maintain optimal
system performance. Install and troubleshoot T-1's.Conduct move, ads
and changes including projects such as station moves and upgrades on
both hardware and software.
. Performed diagnostic testing on PC equipment and ensured printers were
up and running at all times. Identified and removed computer viruses
and provided major repairs in accordance with outside vendors.
Establish, review, approve and process quotes, requisitions and
purchase order for capital equipment.
. Implemented efficient procedures for problem identification, tracking,
documentation, assignment, and close-out that reduced ticket
resolution time by 75%.
. Performed remote installations and product fixes, as well as various
troubleshooting support. Configured and upgraded networks and network
peripherals, routers, switches, printers, fax machines, monitors, and
various audio-visual (A/V) devices.
. Adapted new technologies to increase working speed of users. Tracked
and de-escalated technology and both computer and telephone equipment
systems.
. Oversaw the investigation and resolution of hardware and software
issues both remotely and onsite.
. Performed wiring and daily maintenance of internal computer systems.
Monitored and troubleshoot LAN, installed and configured routers and
switches.
. Provide network administration to include LAN troubleshooting and
resolution. Maintains passwords, data integrity and file system
security for the desktop environment. Install, configure and maintain
back-end and front-end systems, as well as LAN and WAN connection at
remote site. Recommend hardware and software solutions and upgrades
using established procurement processes.
Johns Mobil Van Nuys, Ca 914**-****-****
Manager
. Manage inventory, hire and train employees
. Customer service
. Join corporate meetings
EDUCATION AND SKILL ENHANCEMENT
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. 1999 to 2000 UEI Collage
Network Administration(Diploma)
Van Nuys, CA 91405
. 1997 To 1999 Valley
Collage, Associate Degree (Computer Science)
Van Nuys, Ca 91405
. 1990 to 1991 Collage
Degree, Electronics
Notordame College
Dhaka, Bangladesh
. 1980 to 1989 High School
Diploma
ST. Joseph High School
Dhaka, Bangladesh
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LANGUAGES SPOKEN
Proficiency in English, Bengali and Hindi
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REFERENCES FURNISHED UPON REQUEST
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