Technical Support Project Management

Daniel Ho

Technical Support - Keating Technologies

Markham, ON L3P1K8

*******@*****.*** - 416-***-****

WORK EXPERIENCE

Technical Support Escalations Specialst

Keating Technologies - April 2011 to June 6 2017

Assisted customers on technical issues on their ATT Pantech and Huawei Cell Phones

Provided solutions for their phone software to connect to Windows 7 environment sync software.

Provided technical support and information on Whirlpool, Garrison, Noma Dehumidifiers and Air Conditioners made by Hisense.

Technical assistance given to Hisense manufactured Refrigerators, and dispatched the technicians to service them.

Provided technical support for Hisense and Sharp TV’s, and dispatched technicians and arranged customer to take units to repair locations.

Minimum of 60+ Incoming calls and 30+ Emails handled daily. Able to work from home through network setup.

Provided training and supervisory position support for Technical Support team members.

Provided computer support on desktops and notebooks for No Panic Computing, for outlook issues, backups, passwords, and hardware issues.

Provided assistance with No Panic Computing customers through the logmein remote access to analyze and troubleshoot issues with their computers.

Setup of customer’s computers with custom configuration and a secure data wipe of hard drives.

Backup and restore assistance to customer’s database with Dataguard.

Backup of Shipping and Receiving and the use of its systems to document what is shipped out and received. Sending and receiving of waybills using the UPS, and other major couriers.

NextGen Pilot Project Liaison

Global Payments Inc - December 2003 to September 2010

Dec 2003-Sept 2010

POS Tech Analysis

Assisted retail merchants and troubleshooting technical issues for terminals in both English and in Cantonese

NextGen Pilot Project Liasion with 2nd party.

Provided instructions on using “Point Of Sales” device over the phone in both English and Cantonese

Training service provided for POS equipment and network over the phone.

Successfully handling the Download assignments

Taking Authorization calls from merchants.

Level 1 support for Rogers, Telus, Internet and phone network troubleshooting and remote repair of network.

Receiving and placing orders for supplies of replacement parts.

60+ incoming calls handled per shift in an 24hr Call Centre Environment.

EDUCATION

Ryerson University

Continuing Education – Project Management

January 2018

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