Technical Support Customer Service

Major Singh Boparai

*****, ** ****** ******, ** V3V3C2

Cell: 778-***-**** ************@*****.***

Information Technology Professional

Technical Support ~ Desktop Support ~ Networking

Technical Support Coach with diverse experience and demonstrated

expertise in providing technical support, maintaining operating systems

and networks and developing innovative solutions in alignment with

business objectives. Proven success in people management; combine

expertise in strategic planning, quality control and team leadership with

solid qualification in "system maintenance and networking". Tenacious

problem solver, continuously seeking effective solutions to complex

problems; excellent troubleshooting skills in both computer and software

platforms.

Summary of skills

. Overall 4 years of experience in Customer Service and Technical Support

with companies named DELL International, State Bank of India, Fraser

Health and BC liquor Distribution Branch.

. Experience in Telephonic troubleshooting related desktops, laptops,

printers, LAN, WAN, Software including windows, Adobe, Microsoft.

. Exceptional communication skills with fluency in English.

. Exceptional Work Ethics, dedication to work and determination to

perform.

. Excellent people management skills backed by experience as Supervisor

with DELL.

. Cisco and DELL certified.

Professional Experience

Technical Support Coach/Expert @ Dell International Services, India

April 2006 - August 2008

. Managing team of 15 resolution specialists assisting them with

technical support.

. Supporting Level 2 Escalations and ensuring excellent customer

experience.

. Auditing calls for quality and technical support parameters.

. Providing feedback and coaching.

. Evaluate and install computer hardware, networking software, operating

system software and software applications

. Operate master consoles to monitor the performance of computer systems

and networks and to co-ordinate access and use of computer networks

. Provide problem-solving services to network users

. Install, maintain, troubleshoot and upgrade Web-server hardware and

software

. Implement network traffic and security monitoring software, and

optimize server performance

. Collect, organize and maintain a problems and solutions log for use by

other technical support analysts

. Participate in the redesign of applications and other software

. May supervise other technical support workers in this group

In Canada Experience

Computer Network technician @ TransBC Freightways LTD

July 2010- Current

. Maintain, troubleshoot and administer the use of local area

network, computer workstations and devices.

. Providing problem-solving services to network users.

. Installing, maintaining and upgrading of the hardware and software

. Conducting data backups and disaster recovery operations.

. Conducting tests and performing security and quality controls.

System Support Technician (Co-op) @ Fraser Health Authority, Canada

Jan 2010- April 2010

. Internal hardware and software phone support including printer,

scanners, laptops, desktop and end user applications used by nurses,

doctors.

. Communicate electronically and in person with computer users

experiencing difficulties to determine and document problems

experienced

. First level Blackberry support using blackberry manager include

installation, password reset, sync with network and computer.

. Creation, modification and deletion or user windows accounts for

current employees

. Email support for all the medical Support software applications.

. Emulate or reproduce technical problems encountered by users

. Control and monitor e-mail use, Web navigation, and installed software

Desktop Support Technician (Co-op) @ BC Liquor Distribution Branch,

Canada Sept. 2009- Dec 2009

. Troubleshooting hardware/software issues related to Microsoft products

and BC Liquor Application software.

. Troubleshoot printers, LAN issues. Grant access to different users

under Administrator rights.

. Provide business systems, network and Internet support to users in

response to identified difficulties

. Manage user activities by using tools like Active Directory

Management.

. Configuring workstations accounts for new users and deploying network

rights to them

. Maintain, troubleshoot and administer the use of local area networks

(LANs), wide area networks (WANs), mainframe networks, computer

workstations, connections to the Internet and peripheral equipment

Acheivements:

. Customer Care Excellence award (Dec 2007)

. Best Technical Support award (January 2007)

. UNIX operating System topper award (April 2005)

Education

. Dell Certified Training for desktop systems, laptops and printers

wired/wireless 2007

. Diploma in Computer System Maintenance and Networking

2007

. Bachelors of Computer Application from Panjab University, India

2006

References available upon request

Major Singh Boparai[pic]

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