Customer Service Technical Support
Resume:
Toronto, Ontario, Canada
Dear Human Resource Manager:
Thank you in advance for taking the time to review and consider my resume for the Senior IT Support Help Desk Technician position, This letter, along with my resume, is to inform you of my professional knowledge and skills. I worked for SITA from 2005 to 2016 at Toronto Pearson International Airport. Thereafter, I worked with SITA from home as a Delivery specialist until March of 2017.
Along with my professional experience, I have accomplished the following certifications:
I have the following certifications, Cisco CCNA, Microsoft MCSE, ITIL V3 certification and Project Management certification.
Investigate and analyzes the root cause of security issues related to system applications, Networks servers, and Disaster recovery and business continuity planning issues
Manage the day-to-day management and testing of internal IT controls, remediating where possible and escalating key issues to appropriate management staff with effective
Works closely with other team in order to ensure provide excellent customer service to internal and external customer.
Ability to organize and prioritize a heavy and constant workload and meet deadlines with conflicting priorities
Self-reliant and motivated with a proven ability to work as part of a team as well as independently
Familiarity installing and testing of Operating systems and application security updates.
At SITA, I was responsible for incidents (‘tickets’) and co-ordinated the solutions with the appropriate resolver group. I pride myself in being a sophisticated hard worker, and an effective problem solver who is highly adaptable to new environments, responsibilities, William to learn new applications.
Sincerely,
Edgar Bernal
Senior IT Support Help Desk Technician
Certifications: MCSE; CCNA, Airport Connect System Administrator; ITIL V3 and Project Management
PROFESSIONAL QUALIFICATIONS
10+ Years of Information Technology and information security experience
Strong knowledge of IT security policies procedures and best practices
In depth understanding of Project Management in a cross-functional environment
Effective organizational and time management skills with strong strategic thinking
Work well under pressure in support of IT issues that arise in the working area
Ability to share information, knowledge, and experience with co-workers of all levels
Experience with Remote Monitoring and Management tools
CORE EXPERTISE
CISCO VPN solutions
TCP/IP networking protocols
Technical support / customer service
Application / server configuration
Multi-site environments
Team Oriented
Problem solving skills
Technology documentation
Customer service focus
Technical training
TECHNICAL PROFICIENCY
Operating System: Windows 7-8-10 server 2003 and 20010-13, exchange Server
Network: TCP/IP, DNS, SMTP, SNMP, FTP, HTTP, SMTP, POP3, DHCP, DNS, IIS, LAN, WAN, ISP, HTML, ASP, Active Directory, Cisco
Hardware/Software Installing, upgrading and troubleshooting, WKS, printers, BGR and BCR devices, HHT Scanners
Applications: MS Office 2003/2008 to 2013, MS Project Manager, SGI, Maestro, CRM, OASYS accounting applications
EMPLOYMENT EXPERIENCE
On site Technician Support / Delivery specialist Dec. 2005 – March. 2017
SITA, Toronto Pearson International Airport
Provided day to day network LAN/WAN Technical Support on-site to agents airlines and customers with accountability for continuous functioning of more than 1000 computers
Administered end-user technical support for Wks, printers and IP phones
Accountable for reimaging of workstation and installation of vendor patches and updates
Help Desk /Technical Support Analyst Dec. 2003 - Oct. 2005
Ajilon Consulting /ITAC Ontario
Troubleshoot Network devices/PC/printers both hardware and software
Provided ongoing end-user support and assisted system users to solve problems related to hardware, software and connectivity, provided both on-site and remote (telephone and email) technical support
Installed, upgraded, and maintained network servers
Computer Technician Oct. 2002 - Nov. 2003
YMCA
Provided advice and trained to users in response to identified difficulties
Deployed and configured network infrastructure for 100 workstations in team of 3
Trained and supported end users.
Ensured that all multimedia devices run smoothly
Provided backup for all areas of the organization
Collaborated staff and clients with computers issues
EDUCATION AND TRAINING
Peoplesoft
Successfully completed more than 180 IT courses 2014
Cisco CCNA, Dream Weaver, Flash
Yorkdale Adult Learning Centre, Toronto 2013
Network Support Specialist Diploma
Computeach College Inc. 2002
PC Support Specialist Diploma
Computeach College Inc. 2001
B. Sc., Industrial Engineer
UNINCCA University, Colombia
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate