Customer Service Support

JULFIKAR (ZULL) PUNJANI

** ******** **** **, *******, AB T3K 4Y8 • 403-***-**** • ***********@*****.***

Call Centre / Help Desk Support

• Professional Computer Specialist • Sales & Marketing • Customer Service

As an ambitious and motivated Customer Service Professional, I enjoy working in a fast-paced, position where I can assist others while challenging and expanding my knowledge and the understanding of tasks. I am seeking a Call Centre / Help Desk Support position that will fully utilize my skills and offer the chance for advancement as well as allow me the opportunity to gain additional skills and experience.

Areas of Expertise

Hardware installation and configuration

Software installation and remote troubleshooting

Managing confidential files and records

Online and phone sales and customer service support

Technical support and user management

Exceptional analytical and problem solving skills

Technical Skills

Virus protection

Diagnose and repair hardware problems

Set up, configuration and testing of equipment

Preventative maintenance

Installed and upgraded memory, hard drives, and LCD screens on laptops

Building new systems

Software installation, security and upgrades

Installation of back-ups

Fluent in English, Hindi, and Gujarati

MS Office Suite Products

Macintosh, Windows Operating Systems

Qualifications and Achievements

•Technical Service Call Centre Representative – successfully handled over 100 call per day and was classified as one of the top sales and customer service representatives of the department with excellent customer reviews

•IT Support Lead – solely responsible for upgrading laptops, managing inventory and installing updated software and protection onto various laptops and desktop PCs

•Team Lead for Aga Khan Foundation – responsible for assembling, configuring, setting up and deploying over 200 PC and Laptops for special charitable events and fundraising

•Organizer of Computer Classes for Adults – developed curriculum and taught courses in using PCs, the Internet and email; protecting computers from Viruses; Computer Security; and PC hardware and software programs

Professional Experience

Shaw Direct Satellite Services – Calgary, AB 2004 – 2016

Team Lead - Customer Sales and Technical Service Call Centre

Responsible for selling Shaw Direct receivers and upgraded products, did new programming and technical problem solving

Ensured excellent customer relations and customer service by doing a comprehensive needs assessment

Activated, troubleshot and fixed satellite receivers and remote controllers over the telephone

Offered IT and computer-related consulting services for small businesses throughout Alberta

Specialized in installation of computer software and hardware, revamping complete office systems, as well as offering ongoing support to ensure system services were functioning optimally

Maintained and repaired computer hardware and network printers

Installed system upgrades, removed viruses and malware from Windows-based machines

Supervised purchasing, inventory maintenance and marketing initiatives

Established an efficient storing system of confidential documents for employees

IBM Global Services, City of Calgary, Husky Energy, Trans Canada Pipelines – Calgary, AB 2000 – 2003

Help Desk Support / User Administrator and Deskside Support

Strengthened communication and problem solving skills via Help Desk support role for Trans Canada Pipelines Ltd, Alberta Treasury Branch, Calgary Health Region, Husky Energy and City of Calgary

Employed adaptability skills via the creation and support of Users as well as Group IDs in Windows 2000 server, Windows NT, Windows 2000, Windows XP configured MSOffice, Antivirus, Ghost image

Created new User and Group IDs for Windows 2000 server, MS Exchange, Netscape, Novel and SQL

Maintained and Modified Network User Configuration and Access Policy

Setup, configured, imaged and deployed PC, and printers

Provided complete support for in-house built and 3rd party applications to Varian Medical clients’

Adhered to departmental standards of customer service, responded to both functional and technical issues in a timely manner providing appropriate resolutions

Worked closely with development team to acquire sufficient knowledge of relevant business areas and applications and software development frameworks to provide a high level of support for business critical systems

Received and logged requests for support from users, help desk, and other service delivery staff

Education and Professional Development

Certified as a MCSE (NT4) – Microsoft Certified Training Centre

Opening Learning Institute

Certified Network Administrator – Novel Network Advanced Administration

Open Learning Institute

Microcomputer Electronic Technologist – Equivalent A+

Compu – College School of Business

Bachelor of Commerce– Finance and Accounting

Commerce College

Community Involvement

Agakhan Council – Calgary, AB 2005 – Current

IT Support Volunteer

Computer based records management of Ismaili Religious Education Centre for members Ismaili community

Teaching and organization of networking and computer support training classes

Troubleshooting, set up and operational support of computer hardware and software programs as well as printers

Contact this candidate