High School Software

Waltrad Raveendran

**** ******** *****, ******, **, K1W 1J2

Phone: 613-***-**** Email abpz2m@r.postjobfree.com

Professional Profile:

Basic knowledge in the implementation, analysis and troubleshooting of network systemsBasic knowledge of eliminating security threats and managing security systemsIn-depth knowledge of Windows, Mac OSX and Basic knowledge of Linux OS Strong hands-on technical knowledge in both software and hardware issuesAnalytical thinker that consistently resolves on-going issues or defects, often called upon to consult on issuesSolid management skills demonstrated by leading and mentoring individuals to increase productivity

Professional Experience:

Dell Canada, Kanata Canada

Advanced Resolution Expert (L2) (Internal Promotion)

July 2007 – June 2009

Second Level Support for Frontline Software Agents

Duties included:

Cross-trained to assist customers with both software and hardware issues in particular for XPS systems

Assisting Frontline agents with troubleshooting all software and hardware issues

Assisting Resolution Specialists (L3) ensure Frontline Agents came to a timely resolution

Responsible for creating initiatives amongst the team to help push agents to improve on their metrics

Key Contributions:

Completed cross training for advanced hardware troubleshooting

In training to be a Resolution Specialist (L3)

Dell Canada, Kanata Canada

Technical Support Assistant (L1)

January 2007 – July 2007

Frontline Software Support for all Dell computer systems, PDA’s and Printers

Duties included troubleshooting all software issues, including but not limited to:

Creating and troubleshooting Networking issues including printer support

Spy ware and virus detection and removal including configuring anti-virus security systems

Advanced troubleshooting for Microsoft Windows XP/Vista related issues

Integrating new software into system

Setting up new and up selling existing Software support contracts

Sales of Electronics, Accessories, Printers and certain computer systems

Key Contributions:

Consistently had the top sales number on a weekly basis

Consistently on the top 10% of the entire site stack rank

Completed the Advanced Resolution Expert training

VAC Service Corp., Ottawa Canada

Technical Support Agent (L2)

March 2005 – April 2007

Second Level Support for Frontline Agents for Windows XP, Vista and Mac OSX

Duties include troubleshooting for customers with extensive technically issues:

Troubleshooting customer sensitive issues which have been escalated from tier 1

2nd tier support for frontline agents

Specialist for Windows XP, Vista and Mac OSX

Tier 1 resolution specialist

Bell Sympatico, Ottawa Canada

Technical Support Agent (L2)

October 2003 - February 2005

Second Level Support for Frontline Agents

Duties include Creating and troubleshooting Networking issues:

Troubleshooting customers networking issue with service provider

Resolving the service providers Internet security issue

Specialist for Windows XP, Vista, Mac OSX and Routers and switches

2nd tier support for frontline agents

Education:

University of Ottawa, Ottawa Canada

Baccalaureate of Engineering in Software Engineering

September 2002 – April 2007

January 2010 – January 2012 Minor in Business

Maintained an overall average of A-

Immaculata High School, Ottawa Canada

High School Diploma

Graduated in 2001

Graduated with an overall average of 86%

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