Customer Service Manager

Syed Danial Pervez

**-**** ***** ****, ******, Ontario, L9T-8L2

Home # 416-***-****, Cell # 647-***-****

E-mail : aca4hi@r.postjobfree.com

Overview:

Skilled and motivated professional with current knowledge

and experience in Technical Support, Administration and Customer

Service. Expert in applying academic knowledge gained from Seneca College

and University Canada West in practical situations. In-depth understanding

of Customer Service and IT Management theory supplemented by practical

experience gained at a leading IT Distribution organization. Embodies a

proactive work ethic along with meticulous attention to detail and

excellent organization skills; able to resolve conflict, develop solutions

and facilitate productivity to ensure corporate success on sustained basis.

Personal Highlights:

. A+ Certified PC Technician (DOS/Windows & Hardware)

. Microsoft Certified Professional for Installing, Configuring, and

Administering Microsoft Windows XP Professional

. Microsoft Certified Professional for Implementing Microsoft Internet

Security And Acceleration (ISA) Server 2004

. Strong technical and customer service skills and the proven ability to

gather critical information to assist in problem diagnosis.

. Excellent overall organizational and time management skills matched by

the ability to excel in a fast-paced, multi-deadline environment.

. Initiating and ensuring adherence to established escalation procedures

in all situations

. Cisco Certified (CCNA)

Operating Systems: Windows, NT, 2000, and Novell 4.X, 5.X; familiarity

with Linux, UNIX and AS 400.

Applications: Microsoft Office Suite (97, 2000, 2003 & 2007) -

Excel, Word, Access, Outlook,

PowerPoint, Various CRM software's, 0-

65 WPM

Education:

Current IT Management from University Canada West

(online Degree program).

Dec 2007 Graduated from Seneca College in, Networking and

Analysis program.

Jun 2007 CCNA (Cisco Certified Network Associate)

Continued on Page 2

WORK EXPERIENCE:

Market Development Manager - Ingram Micro Canada - Mississauga, On

From (May/2012) - To (Oct/2013 )

. Increase vendor sales through Ingram Micro by planning and executing

business plans, programs/promotions.

. Ensure that mutually agreeable Vendor Goals are established in

internal and external programs and promotions in order to measure

sales and vendor ROI.

. Proactively schedule and/or participate in regular Vendor meetings.

. Develop broad relationship with vendor organization which involves

brand manager and other key decision makers (above IM Account Manager)

. Develop a thorough understanding of customer interactions with sales

team and increase customer relationship management.

Technical Analyst - Westcon Group - Oakville, On (8 month contract)

From (Oct/2011) - To (April/2012)

. Identify and verify system and application events, escalating to

technical specialist and providing support as required.

. Monitor and initiate corrective actions on production job streams and

workload to ensure delivery requirements are met.

. Generate monthly and ad-hoc performance reports on selected systems

and applications.

. Verifying system events received on Global Command Centre monitors by

cross-referencing the server to the application and searching for the

appropriate documents/guides and opening a Incident Management ticket

accordingly, logging the problem and suggesting guideline from the

document and escalate if necessary

. Keeping abreast of technological changes and innovations in

information systems community

. Responsible for doing backup and recovery procedures for all CIBC

branches.

Technical Support Representative - STORAGE APPLIANCE CORPORATION -

Richmond Hill, On

From (Aug/2008) - To (Aug /2011)

. Provide technical support to end user and dealer channels in resolving

technical issues via telephone and email (Inbound and Outbound)

. Configure network capabilities for customer device

. Guide customers through operation and setup of device

. Assist customers with data migration to PC and Mac computers

. Provide resolution to escalated level 2 & 3 customer cases

. Process new and returned orders as required

. Support Sales & Marketing in launch of new products (Trade Shows,

Internal Training)

. Responsible for training staff on new product and features

Interests:

. Team Captain of DYNAMITES CRICKET CLUB in Etobicoke District Cricket

league.

References available upon request

Contact this candidate