Customer Service Technical Support
Resume:
MEHRABAN BARIMANI ****-** Grenoble Drive
Toronto, ON M3C 1C6
**********@*****.***
Profile
+9 years of professional working experience in IT field as Technical
Support
Experience in Linux/UNIX/Windows, providing technical support to enterprise
clients
Database experience in web hosting and development environments
Fast learner, conscientious, hard worker, self motivated, and team player
Language: Strong written and spoken English
TECHNICAL SKILLS
Servers: Windows Server 2003 (8Y), Windows 2000 (10Y),
Linux/UNIX(all server/client platforms) (13Y)
Windows Server 2008(4Y)
Email Clients: Lotus Notes (5Y), MS Outlook (10Y), Eudora
(3Y),Thunder Bird (4Y)
Databases: Oracle 9I (3Y), MS Access 2005 (10Y), MYSQL
Server (2Y), SQL Server 2000 (3Y)
Languages: PHP (2Y), Perl/ Shell Scripting (2Y),C language,
Visual basic.Net, email & web based: Java script,
HTML
Tools: MS Office XP/2003 (10Y), Rational Rose (5Y) MS
Office 2007-2013 Microsoft Word, Excel, Outlook
,Power Point (10Y)MS Access, Microsoft project,
Desktop publishing, Microsoft virtual server, Sql
server
Adobe Photoshop cs3 (10Y)
Printers/Hardware/Networ Xerox (7Y), HP (7Y), Olivetti /Ricoh
king printers(10Y)
All pc and laptop hardware, Full Experience in
LAN/WAN/VPN/CITRIX Troubleshooting, and repairs
software installation, server installation,
workstation installation, Troubleshot configured
windows based switches, Excellent knowledge of
windows 2000 -2008 server
Education & Professional Development
Database Application Developer, Post Diploma Certification 2007
Seneca College of Applied Arts & Technology, Toronto, ON
Industry Approved Database Developer Post Diploma
Certifications and awards
IBM Quality people at Work award (April 2013)
April 2013
Mikrotik Routers Certification (MTCNA) 2011
T-Mobile World Class Technical Support Certificate
2006
MCSE Certification (Windows 2000) / A+ Certified
2004
Professional Experience
Service Desk 2011 -
present
IBM Canada, Markham, ON
Achieved IBM Quality people at Work award (April 2013)
Restored, repaired, and created local copies of users Outlook pst and ost
files and Lotus Notes Sametime archive files (.nsf),Managed online
quarantine email spam service
Resourced projects involving users' interaction. In-depth knowledge of most
support applications and systems. Provided assistance to other areas of IT
Services and Responsible for providing users with systems and status
updates
Recognized possible escalation tickets and resolved/worked with requester.
Performed Other duties as assigned by the Manager, as a Help Desk
Technician
Helped developing, documenting and maintaining IT Services related support
processes and procedures
Received and managed incidents in accordance with our Service Level
Agreements
Provided in-house applications first level support to all users - including
informal training, instruction, or problem solving, as well as evaluation
of technical and non-technical issues.
Worked on Win XP to Win7 migration Refresh projects for rebuilt hard drives
by providing first level support as well as second level support and
customer follow-ups and callbacks.
Reviewed and corrected our Knowledge base and provided faster, up to the
point solutions to serve customers over the phone; greatly reduced call
time duration while providing better solutions for customers and colleagues
Installed and troubleshot applications from Network share and client map
drives; troubleshot and resolved variety of local and network printer
problems
Set up virtual network environments such as VMVARE VLANs, setup VPN for
users accessing from home, provided and updated user's profiles
documentation for production server
Set up security policy for USB devices, ran startup and security scripts on
Windows clients, Secured wireless access for networks through configuring
wireless routers and access points to provide much higher security for
users inside network in main office; recognized and awarded by supervisor
for this achievement. Supported all user hardware, Software as well as all
in-house software Corporate platforms
Service Desk 2007 -
2010
CIBC, Toronto, ON
Supported customers in different locations using customer service skills
over the phone, including BDP (Branch Desktop Platform) and CSD (CIBC
standard Desktop) for offices
Resolved emergency calls and critical customer problems live on the phone
under stressful and busy conditions; connected remotely to users' machines
using Carbon Copy (CC), RDP and Citrix while users were at the office and
assisted users working at home over the internet connections (using VPN
based apps)
Solved client problems utilizing technical support skills to resolve Citrix
Server locked sessions, MS Active directory users and computers MMC
console; supported user machines for applications such as Adobe Acrobat,
FTP Software, Outlook and OWA, IE connection problems ( like advanced Java
settings), SSL Certificates for VPN clients, Oracle Database client
software, and various Office products including IM communicator
Configured and troubleshot all RAS Fob token issues, Citrix profile end
user recreation, softgrid errors, Citrix Server Metaframe session
configuration connecting to RSA server and Citrix recreation profile tool.
Used and wrote different kinds of scripts such as finding home drive,
workstation reports, display resolution script and fix windows taskbar
Allowed shutdown rights to remote users from home; installed MS Office
communication server for clients
Technical Support 2004 -
2006
Canaca Inc. Web Hosting, Mississauga, ON
Wrote scripts for data security, set up IP, packet data spoofing software
to test network security, set up VoIP phone, set up profile backup
locations on different backup servers, worked on GPO, and changed registry
settings to secure access policies to network from home
Connected remotely to customers` desktops using SMS Admin Console (for
U.S.), Novell Console 1 (for U.K.), and Net meeting (for Canada) to
troubleshoot their application access and permissions
Performed Blackberry Synchronization, troubleshot problems regarding
synchronization with BES servers and connection problems with Outlook;
utilized User Manager, and ARS web interface for ADUC to log password
resets for disabled and locked active directory accounts, used PuTTY
client for account password resets using su and cu commands
Installed and troubleshot Unix/Linux based programs such as Red Hat 9,
Fedora 3, Susie 8, Debian and Solaris. Planned upgrades using Ensim control
panel for web hosting purposes
Monitored and troubleshot servers, each hosting more than 100 sites, using
SSH root login, ran and executed "top" command, and reduced server load
Applied performance and optimization changes to config files (sendmail.cf,
proftpd, httpd, MySqld, web appliance, virtual hosting) in Ensim and C-
panel hosting software in order to optimize Linux/windows servers
performance and reduced downtimes
Troubleshot and solved user problems with Linux e-mail client software such
as Eudora, Thunderbird, and Xemian; worked on Linux editors; GUI (gnome,
LILO) environments, open office, and shell terminal
2001
Bachelor Degree, Electronic Engineering,
1995
University of Azad
Graduated with Summa in Wireless and Infrared Remote Controls
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