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Customer Service Support

Location:
Victoria, British Columbia, Canada
Posted:
March 30, 2019

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Resume:

Mofidul Islam

Scarborough, ON, M*L*L*, Canada,

Cell: +1-647-***-****

Email address: ac8yes@r.postjobfree.com

CAREER OBJECTIVE: A result oriented Customer Service as well as IT support personal with over 8 years of hands on experience specialized in customer service, large volume of client handling, email corresponding, Vendor dealings, price negotiation, IT products procurement and inventory management, IT Hardware support and troubleshooting, network design, security surveillance system design and development.

PROFILE SUMMERY

Over 5 years’ experience in customer service department as a part of IT department with excellent educational background.

Having Master’s Degree in Business Administration with outstanding result.

Over 7 years’ experience in the IT support, technical support and IT networking field.

Having a Bachelor degree in Computer Engineering.

Strong analytical, decision making and problem solving abilities.

Able to work under pressure in a quick and efficient manner

Able to work with a large volume of Client Support.

Excellent organizational, interpersonal, adaptable, language and communication skills

Excellent team player with exceptional problem solving skills also able to work independently

Able to perform the physical requirements of the position with long standing. MAIN ACHIEVEMENTS

Developed a dynamic demand forecast and planning processes for upcoming projects and achieving 90% accuracy.

Managed more than 50 suppliers with required precision closing with “win-win” agreements for IT products for all of our projects.

Successfully handle more than 300 customers including 50 top managements.

Reduce cost of IT products by repair and maintenance and by reassigned them within the organization.

Enhance customer satisfaction by providing them IT support on time.

Executed (Just-In-Time) (JIT) resulting in 10-15% cost reduction for Index Companies.

Played a lead role to designing and implementing the local ERP for the company to monitor sales and revenue.

IT PROFESSIONAL CERTIFICATE ACHIEVEMENTS

MICROSOFT CERTIFIED SOLUTION ASSOCIATE 12th October 2015 Certification Number – F524-9145

MICROSOFT CERTIFIED PROFESSIONAL 12th April 2015

Certification Number – F513-5763

MIKROTIK CERTIFIED NETWORK ASSOCIATE 8th August 2015 Certification Number – 1508NA196

MIKROTIK CERTIFIED ROUTING ENGINEER 14th August 2015 Certification Number – 1508RE074

EMPLOYMENT HISTORY

Technical Support Representative September 2018 to till Day Gatestone & CO. Inc

Work for Shaw direct as an alias company to give technical support to Shaw Direct clients.

Provide knowledgeable technical support and troubleshooting guidance pertaining to client’s satellite dish.

Book service installations, answer installer arrival time inquiries, and reschedule tech visits as needed.

Educate customers in realizing the full benefit of their products and services

Look for opportunities to improve our business and elevate customer experiences

Promote and sell the features, advantages, benefits and services to the customers

Thoroughly document customer interactions and escalate potential service issues

Identify opportunities to improve customer service levels

Provide feedback to leadership teams to improve environment

Various other duties as needed

Escalation services to manage complaints that require an escalation agent to make decisions based on guidelines and procedures designed by client for the customer Asst. Manager (IT) March 2010 – April 2018

Index Companies, Baridhara Diplomatic Zone, Dhaka, Bangladesh

Troubleshot and resolve various hardware and software issues.

Troubleshot printers, scanner and various other peripherals.

Provided IT support by installing new OS to newly purchase Desktop & Laptop.

Troubleshot and supporting mobile devices iPhone, iPad & Android phones.

Provided customer support as well as IT support to various departments in rural areas over phone or via remote control software such as TeamViewer, anydesk, Ammyy and Remote Desktop Connection.

Provided technical support to Architectural Department to their Autodesk software like AutoCAD.

Created a structured approach for deploying new hardware and software, including procurement and testing.

Ensured the provision of secure intranet/internet access to all internal systems & employees.

Maintained and monitored all anti-virus, firewalls, and endpoint device protection and server monitoring.

Occasional off-hours worked to meet IT system demands.

Worked collaboratively with other teams in providing support, troubleshooting and maintenance of IT system.

Maintained SLA for designated IT product as per company policy.

Maintained inventory replacement reports and inventory related communications with other departments.

Updated website contain as per instruction of top management.

Installed, setup and made necessary changes in configuration of company’s local ERP system named Tally.

Did Troubleshooting of all kind of problem of local ERP software name Tally.

Ensured the smooth data connectivity among office and factories.

Designed, deployed and setup CCTV cameras in factory level and ensured a live data backup of every CCTV cameras in a remote place.

IT Consultant January 2009- December 2009

Bangladesh Exports Ltd, Banani, Dhaka, Bangladesh

Evaluated, designed, installed, upgraded, and maintained network infrastructure components.

Implemented enhancements to application & databases.

Maintained an excellent good relationship with our international vendor company.

Did data analysis and generated a customized report using crystal report software.

Ensured effective utilization of IT resources.

Troubleshoot operation disorder and IT devices like printer, pc, scanner, unmanaged switch and router.

Coordinated and maintained all the IT processes, policies and documentation.

Prepared module & conduct training on regular basis

Prepared appropriate training strategy for effective manpower development

Analyzed the training need assessment to finalize the training needs based on organization goal ACADEMIC QUALIFICATION

Masters of Business administration (HR & Finance) 2012 American International University Bangladesh (AIUB), Bangladesh Bachelor of Computer Engineering 2008

American International University Bangladesh (AIUB), Bangladesh



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