Customer Service Technician

Shahram Arshadnejad

Email: ********@**-*******.***

Address:

City: Menlo Park

State: CA

Zip: 94025

Country: USA

Phone: 650-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Technical Support Representative skilled at resolving complex customer service issues in a timely manner. Analytical technician adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. A technician with 12 years in technical support roles. Effectively, identifies problems using advanced troubleshooting skills. Developing skills in Operations, as well. Working in AIX system to run operations and backup operations on IBM systems. Upgrading AIX operating system versions. Configuring and deploying Windows XP and Windows 7 systems. Employing Symantec Ghost software to deploy mass workstations. Configuring and deploying printers over LAN and WAN network on the Windows environment and Novel environment (until 2003, since Novel servers and technologies were decommissioned.) Assisting software engineers in deploying developed applications for installation, such as Siebel, Symitar, MS Office, Siemens system, RSA token security system. Configuring Terminal servers for serial printing in AIX network utilized by Symitar application in the financial center. Designing and deploying LANs as the company grew and opened new branches. Responsible for purchasing equipments for the network and delivering them. Designing and configuring equipments and delivering new branches for the bank. This task involved, building PCs, configuring printers, configuring terminal servers, installing pre-configured routers and switches, configuring NCI software to support Cash dispense machines supplied by Talaris Inc. Tracking software licenses purchased by the company and keeping the record accurate and up-to-date. This task was extended to hardware maintenance, as well. Providing onCall technical services for the entire staff members, locally and remotely.

Educational Background:

High School Dipolma from Computer Learning Center, Inc., San Jose CA 1/2001 to 1/2000 (Information Technology Support and Network Administration)

Job History / Details:

Summary

Technical Support Representative skilled at resolving complex customer service issues in a timely manner.

Analytical technician adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. A technician with 12 years in technical support roles. Effectively, identifies problems using advanced troubleshooting skills.

Developing skills in Operations, as well. Working in AIX system to run operations and backup operations on IBM systems. Upgrading AIX operating system versions.

Configuring and deploying Windows XP and Windows 7 systems.

Employing Symantec Ghost software to deploy mass workstations.

Configuring and deploying printers over LAN and WAN network on the Windows environment and Novel environment (until 2003, since Novel servers and technologies were decommissioned.)

Assisting software engineers in deploying developed applications for installation, such as Siebel, Symitar, MS Office, Siemens system, RSA token security system. Configuring Terminal servers for serial printing in AIX network utilized by Symitar application in the financial center. Designing and deploying LANs as the company grew and opened new branches.

Responsible for purchasing equipments for the network and delivering them.

Designing and configuring equipments and delivering new branches for the bank. This task involved, building PCs, configuring printers, configuring terminal servers, installing pre-configured routers and switches, configuring NCI software to support Cash dispense machines supplied by Talaris Inc.

Tracking software licenses purchased by the company and keeping the record accurate and up-to-date. This task was extended to hardware maintenance, as well.

Providing onCall technical services for the entire staff members, locally and remotely.

Highlights

Troubleshooting proficiency

Vast technical knowledge

Windows XP/Vista/7

LAN aptitude

Printers security, PC Security systems

MS Office proficiency

MCP (Microsoft Certified Professional) XP operating system.

A Certified technician

TCP/IP network setup and configuration

CISCO system - CCNA & CCNP (in progress)

Coordinating with several vendors for their product support.

Keeping track of Software Licenses to be up-to-date.

Working in Windows environment in order to create network accounts, domain groups, mailboxes and assigning distribution groups to particular staff members. All done through accessing the replica of Active Directory on MS Exchange server (2008).

Experience

August 2000 to December 2012

Meriwest Credit Union San Jose, California

IT HelpDesk Support

My job was defined as the first line troubleshooting technician. Over time, my skills developed as I engaged with network technology more. So, I could deliver more complex jobs and projects. My interactions with staff members developed as my skills and knowledge advanced further.

Education

2000 Computer Learning Center, Inc. San Jose, CA

Diploma Information Technology Support and Network Administration

Curriculum:

Desktop Operating Systems

MS Office application Software

LAN Administration

Network Systems

Troubleshooting techniques

Customer Service

Further development:

XP MS MCP certificate

A certificate

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