Customer Service Manager
Resume:
JAWAD YUNUS
**********@*******.***
SKILLS
TECHNICAL4+ years strong experience and technical knowledge of current protocols, operating systems including Windows Server, XP, Windows 7 and Unix and Linux. Extensive experience in operating tools, components and peripheral accessories, analyzing and troubleshooting of complex problems and expertise in conducting research into PC issues and products both hardware and software.Advanced troubleshooting skills in Microsoft Office suite applications (Word, Excel, Access, PowerPoint, SharePoint, Visio and Outlook).Supporting Microsoft Windows desktop operating systems, Dell desktop hardware platforms, MS Exchange Server, VMware, Citrix and Active Directory.Good communication (oral and written), interpersonal, organizational and presentation. Excellent problem-solving, critical-thinking and analytical skills.
PROFESSIONAL EXPERIENCE
CITIGROUP, Mississauga, ON Mar ‘09 – Present
Desktop SupportProvided second level support to approximately 100 internal staff.Performed on-site analysis, diagnosis, and resolution of desktop problems for end-users.Installed and upgraded MS Exchange Server, MS Office applications, Internet Explorer, VMware, Java and other software. Installed, configured and troubleshooted end-user workstations related to hardware and software and hardware issuesCreated users through Active Directory; roaming profiles, password resets, permissions, security roles.Installed and configured McAfee, updated Anti-virus scan server using Trend Control Manager and conducted virus scans; implemented other security measures as needed such as firewalls.Backed up/recovered data for user’s; performed system restores.Troubleshooted alerts on high bottlenecks on disk drives and monitored hardware layers using Dell Open Manager.Setup workstations, desktop computers, laptops; VPN’s, remote access (Citrix).
CREDIT BUREAU OF CANADA, Mississauga, ON Nov. ‘08 – Feb. ‘09
Technical SupportProvided first-level support on desktops, laptops and applications to approximately 50 internal users.Implemented in-house administration of helpdesk ticketing through ResolveIT.Installed MS Exchange Server, MS Office applications, Internet Explorer and VMware.Configured and troubleshooted end-user workstations related to hardware and software issues.Assisted employees to troubleshoot issues through phone, email and remote desktop using Microsoft Office Live Meeting.Responded to incoming calls and emails regarding desktops problems including password resets, emails and printers. Created technical information and training documentation for the IT department.Developed and maintained an inventory of monitors, keyboards, hard drives, modems, network cards and other equipment
GEMMA COMMUNICATIONS, Toronto, ON Jan. ‘07 – Sep. ‘08
Customer Service RepresentativeAnswered incoming calls to assist clients in filling out credit card applications.Addressed questions in regards to interest rates, annual fees and minimum payments.Sold life insurance and signed customers up for MasterCard’s. Responded to customer inquiries and concerns in a timely manner.Consistently maintained and exceeded sales targets.
EDUCATION
YORK UNIVERSITY, Toronto, ON Apr. ‘11Bachelor’s Degree (Honours) in Information TechnologyGraduated in April 2011
SHERIDAN COLLEGE, Brampton, ON Apr. ‘08Business Administration: Advanced Diploma in Finance Graduated in April 2008Successfully completed the Canadian Securities Course
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