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Customer Service Technical Support

Calgary, Alberta, Canada
January 29, 2018

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Alex Galtsev

Calgary, AB • 403-***-**** • •


• Over 10 years of experience in Systems Support and troubleshooting

• Proficient in Windows Server systems, Desktop workstations & mobility devices

• Installs moves and changes (IMAC)

• Network and Systems Security

• Systems and End User Support

• Active Directory and MS Office Suite


ABM Integrated Solutions, Calgary, AB November 2015-November 2017

Technical Support Specialist

Solve a wide range of business and productivity issues using technology.

Provided exceptional customer service on a daily basis while working on a variety of financial and retail projects. Main customers as NCR, McDonalds, Sobeys/Safeway, Canadian Tire, BMO, CIBC, RBC.

Ensure effective installs, troubleshooting, diagnostics, and maintenance of POS (Points of Sale), ATMs (Automated Teller Machines), secure networking, VPN connections and user management.

Evaluate new and existing hardware (server/PC, laptops, mobile, network and peripherals).

Stage, update, configure and deploy new software releases, security patches and system updates.

Maintain knowledge of current information system and network techniques. Deliver only tested solutions addressing the root cause of an issue.

Facilitate knowledge transfer to other team members and the business. Use Incident Management tool to resolve or escalate calls, track parts delivery orders.

Train and support end users on how to use the systems.

Innovation Banking Systems, Ukraine January 2014- July 2015

Technical Support Engineer

Installation, maintenance, configuration and troubleshooting of workstations, mobile devices, software, OS (Windows/Linux/iOS), Network, Servers and Services.

Develop solutions and plans to specific customer problems.

Provided ATMs (Automated Teller Machines) Field Services. ATM maintenance, configuration, setup, support, and troubleshooting.

Maintain, troubleshoot and support client requests both remotely and onsite within service level agreements.

Use of problem management and help desk system.

Alex Galtsev Page 2 of 2

First Ukrainian International Bank, Ukraine November 2008- January 2014

(TOP-10 largest banks of Ukraine)

IT Support Analyst

Provided 24/7 quality solutions to complex business problems and delivering IT support for Bank’s products and business process.

Effective maintenance and support correct function of Applications and Infrastructure Hardware (Servers, PCs, laptops, and printers).

Support of Microsoft Windows Server, Exchange, Active Directory.

Effective End-User Support of 50+ users.

Participated as a member of the bank's incident response team in the event of a technology emergency or breach in confidential information.

Monitored network/software security. Recovered network issues.

Controlled access to the IT network and updated security programs as a part of the security procedure.

Provided expedient solutions whilst working on projects in a variety of support roles.

BTA Data Centre, Ukraine

(Software and hardware distributor, IT services)

Computer and Network Technician April 2003-November 2008

Implement and maintain local networks, installing cables, networking and telecommunication equipment. Experience with Microsoft Windows Server 2003 2008, Exchange, Active Directory, IIS, FTP, TCP/IP, VPN, DHCP, DNS, NAT, Citrix, firewalls, routers and switches (Cisco, Linksys, Asus, D-Link, TP-Link, etc.)

Set up local area networks and connections to the Internet.

Troubleshooting network services to network and remote users.

Installation and support of desktop software and applications on a variety of operating systems (OS), implement software and hardware security procedures.

Hardware and software installs moves and changes (IMAC).

Computer and computer peripheral equipment repairs, troubleshooting.

Perform data backups and disaster recovery operations. HDD recovery.

Sales and troubleshooting of distributed software and hardware.


CompTIA Network+ Certificate of Achievement 2017

CompTIA A+ Certificate 2015

University Degree in Computer Science 2009

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