Customer Service Technical Support

Location:

Toronto, ON, Canada

Salary:

52,000

Posted:

November 04, 2013

Contact this candidate

Resume:

TANZILAH NOORAH

****-*** ***** ****, *********, Ontario M9R 1T4 Tel: 416-***-****

********@*******.*** Cell: 416-***-****

OBJECTIVE

Looking for the greatest opportunity to contribute my skills and experience as Information Technology to enhance the value of organization.

JOB RELATED SKILLS

• Fully Bilingual (English and French).

• Efficient and effective within a group environment.

• Excellent problem solving and analytical skills.

• A prominent customer service representative.

• Outstanding communications skills and multitasking ability.

• A very organized and punctual individual.

• Very self-motivated and outgoing within the workplace.

• Ability to organize, prioritize and work under pressure.

OPERATING SYSTEMS: MS Windows 95/98/2000/NT/XP, DOS, UNIX & LINUX.

APPLICATIONS: MS Office Applications.

HARDWARE: IBM, Compaq, Dell, Laptops, Controllers, Switches, Hubs, Routers, Ethernet Cabling, Print Servers, Printers, & Related Peripherals.

SOFTWARE: Tivoli, Remedy, Peregrine Systems and GEMS.

CAREER HISTORY

NCR CANADA LTD 07/09/2012 - Present

Technical Support Analyst / Application Support

• Primary responsibility is to perform Level I & Level II technical troubleshooting with end-users PCs and retail point-of-sale devices.

• Help Desk support also includes the setup, installation, and configuration of desktop hardware and software.

• Provide the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis, resolution, or escalation.

• Provide technical phone support on Retail products, systems and various software products.

• Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches

• Communicate with customers through various means to remotely resolve customer problem.

• Respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards;

• Use tools to remotely access customer equipment to diagnose and resolve customer problem.

• Follow all mandatory training courses according to provided timelines.

• Record information into the Incident Tracking System (GEMS).

IBM CANADA 10/20/2008 - 03/31/2011

Technical Support Analyst

• Worked in high call volume Helpdesk environment ( 24x7x365 ) providing technical phone support on Retail products, systems and various software products.

• Supported POS (Point of Sale) hardware (CPU, monitor, printer, pin pad, cash register, price checker, PDT, Laser Radio Terminal, Scanner & Kiosk).

• Provided telephone support for Corporate PC-Based Applications, Desktops/Laptops and escalated to appropriate department for resolution.

• Dispatched calls to NCR, IBM, Sprint/Rogers and BrainsII and contacted CIBC and TD for pin pad serial number and transaction issues.

• Responded to network, server and communication incidents.

• Maintained complete documentation of problem cause, impact and resolution of all incoming phone calls into Incident Management database.

• Provided initial assessment of Categorization and Severity for reported Incidents and escalated accordingly.

• Reviewed incident history to determine recurring faults and communicated problems such as repetitive failures, documentation discrepancies to the appropriate departments for corrective action.

• Maintained ownership of the Incident from open to close (as a member of the Service Support Function). Provided communication to the Client concerning the status of the Incident.

• Ensured that existing knowledgebase documentation is up to date and used appropriately during incident resolution.

• Responsible for the on-going communication, escalation/notification and re-assignment of procedures regarding incidents at all levels.

• Monitored HBC Network, Handled IS Service Desk Mail box and Voice mail, Prepared Service Level Reports and Monitored Sales Trickle.

• Demonstrated multi-tasking, excellent time management and communication skills.

ID Admin – IMAC

• Manage User Email Accounts: Create, Delete and Modify User Accounts on Microsoft Exchange Server.

• Manage User Blackberry Accounts: Create, Delete and Modify User Accounts on BES Server.

• Manage UNIX & LINUS IDs - Create, Delete and Modify User Accounts on Multiple Servers.

• Manage Windows LAN IDs – Create, Delete and Modify User LAN Accounts.

HUDSON’S BAY COMPANY 02/02/1999 - 10/19/2008

Technical Support Analyst

• Worked in high call volume Helpdesk environment (24x7x365) providing technical phone support on Retail products, systems and various software products.

• Supported POS (Point of Sale) hardware (CPU, Monitor, Printer, Pin Pad, Cash Register, Price Checker, PDT, Laser Radio Terminal, Scanner & Kiosk).

• Provided telephone support for Corporate PC-Based Applications, Desktops/Laptops and escalated to appropriate department for resolution.

• Dispatched calls to NCR, IBM, Sprint/Rogers and Brains II and contacted CIBC and TD for pin pad serial number and transaction issues.