Customer Service Information Technology

Milecynth Ambas

**** ******** ****** **** #***

Scarborough Ontario M1K2N4

647-***-**** *********@*****.***

OBJECTIVE

Looking for an increasingly responsible position in Information Technology and can share my knowledge and skills that will be used for improving organizational productivity.

HIGHLIGHTS AND QUALIFICATIONS

Fully trained, knowledgeable and experienced as Senior Service Desk Specialist

Huge knowledge of managing an multiple provisioning and de-provisioning request

Deep knowledge of working with IT service processes

Technical skills include Microsoft Windows XP/7 and Server 2008, Active Directory, Microsoft Office (Word, Excel, PowerPoint, Outlook) & Citrix, Shared mailbox, VPN, ServiceNow, ARS, RSA, Northern, Computer Management, Datapriv, BES, Cyberarc

Strong customer service, high level of initiative and collaborative skills

Exceptional ability working under pressure and multitasking duties with attention to details

Team player and can work independently with minimum supervision

With G Driver’s license

EDUCATION

Computer System Technician-Networking: Centennial College 2015

Bachelor’s Degree in Computer Engineering, University of the East, 2003

oRecognized by Canada as Bachelor’s Degree Graduate (World Education Services)

EXPERIENCE

Senior Service Desk Specialist – LAN Administration

Canadian Imperial Bank of Commerce (CIBC) Sept 2015 – Present

Work in Information Technology operations environment, TSC (Technology Support Center)

Work directly on Active Directory and other client customized application for user account provisioning and de-provisioning.

Responsible for working on Remedy queues for customer requests in FIFO basis or directed by Team Lead or Manager or any authorized person. (50-100 tickets a day).

Builds deeper understanding of processes, procedures, customers and organization

Timely reporting of issues to management and proactive approach for problem solving

Consult Knowledge base articles (KB’S), technical manuals in order to provide solutions to the end users

Provide Technology support to the user’s facing difficulties

Provide assistance to co-workers or work as team to resolve difficult issues

Escalate unresolved issues to different levels of supports within or outside TSC

Provide complete support to the business systems/Laptops, VPN, Citrix, business applications and network related issues

Gather, classify and maintain a problems and solutions log for future troubleshooting or for our own record

Venue Technology Specialist (Volunteer)

Toronto 2015 PAN AM/PARAPANAM CIBC Aquatic Centre July 2015 – Aug. 2015

Responsible for monitoring and managing all Games-time technology installations and technological services for networks, broadcast, media, workforce and volunteers

Provide basic technology troubleshooting by following previously written policies and procedures.

Support technology staff, contractors and/or management volunteers.

Provide excellent customer service to customers of all technical abilities.

Provide basic desktop, printer and Wi-Fi support, and other duties as required.

Technical Support Level 1

IBM Feb. 2015 – July 2015

Able to identify and organize tickets according to priority.

Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.

Additionally, it may involve troubleshooting printer issues

Remote user administration.

Desk Side Support Laboratory Maintenance Technician

Centennial College Jan. 2014 - Dec. 2014

Maintaining, troubleshooting, installing and configuring software on computer systems and administering the use of LAN

Ensuring computer, networking and telephony systems are functional and operational

Monitoring for open lab sessions in the ICET computer Labs Special projects, testing and maintaining laboratory equipment, reinstating systems

Responsible for over 400 computer work stations, making sure everything was in proper working standing, consisting of internet troubleshooting, networks, software, internet etc.

Provided exceptional customer support to all staff and student in the lab by troubleshooting any given computer, printer, email, and internet/server connectivity issues.

REFERENCES

Reference available upon request

Contact this candidate