Customer Service Management

Location:

Toronto, ON, Canada

Posted:

November 06, 2013

Contact this candidate

Resume:

Sohaib S Hasan

*** ******* *** *****: 416-***-****

Markham, On - L3S 3Z4 Email: ********@*****.***

An innovative and experienced IT Technical Team lead with an in-depth

understanding and knowledge of IT Service Management and Client Care

Services. A professional management entrepreneur Inherits proven problem

solving skills with structured troubleshooting techniques.

Technical Expertise

. 3 yr working experience in IT Incident, Change & Problem management

(ITIL processes)

6 yr of troubleshooting experience - Windows XP, Windows 7(2yr), Ms

Office Suite - Outlook, Excel, etc

. 3yrs yr of working experience in Unix, Windows Server & Mainframe

systems

. 4 yr experience in troubleshooting network connectivity; Ping,

tracerts, telnet - server response; troubleshooting VPN connection

issues with AT&T Net Client software

. 3 yr experience Software implementation & configuration on Windows

desktops

. 1 yr exp. in Blackberry - email reconciliation; calendar, address book

synchronization

6 yrs working experience in Active Directory and Citrix

. 3 yr working and troubleshooting via Remote Desktop Connection

. 6 yr troubleshooting experience with web browsers i.e., IE, Firefox &

Java runtime issue

. 3 yr experience in troubleshooting Lotus Notes and Outlook mail issues

. 8 yr exp. In Password reset for Mainframe, ID3/JWALK, Versatul, SAP,

Wins (Unix), Unity

. 7 yr working experience in various Ticketing Tool Systems such as

Heat, Remedy, Tivoli Service Desk (TSD), HP OpenView (HPOV), Cloud

supported Autotask ticketing system

WORK EXPERIENCE

Dec 2012 - March 2013

Adeste Global Managed Network (AGMN), Mississauga, On

IT Support Coordinator (Helpdesk Team Lead)

. Providing support for Desktop and Internet / Network connectivity, E-

mail Service, Web Hosting to the managed services customers. Building

customer rapport and performing post-resolution follow ups.

Reinforcing SLAs to manage end-user expectations.

. Project: Autotask ticketing system implementation. Working

autonomously with minimum direction in testing and successfully

implementing cloud based ticketing tool.

. Applying "Best Practices" of ITIL principles and processes;

Documenting changes to the support environment. Creating monthly,

weekly and daily reports.

. Working environment Microsoft Windows Server 2003 / 2008 including

Active Directory. MS-Exchange, BES server; Ms Windows 7 (XP/Vista) &

Ms. Office 2003/2007/2010

. Performing hands-on fixes at the desktop level, including installing

and upgrading software, hardware. Drive Partitioning using tools such

as FDISK, Partition Magic, Partition Manager, etc. Drive Imaging tools

such as Ghost, True Image, etc. Backing-up hardware including various

drives, USB and Disk-to-disk systems. Virtualization Software such as

VMware

. Using Remote Control Software such as LogMeIn, and MS-Remote Desktop

Jan 2012 - Oct 2012

AmerisourceBergen Canada, Mississauga, On

Technical Team Lead (IT Helpdesk)

. Leading and maintaining a management control by creating a healthy

work environment for the Helpdesk staff; Responsible for maintaining

SLAs and staff scheduling needs

. Interviewing prospect technical Analyst for IT Helpdesk resource and

hiring management

. Leading Incident Mgt. meeting as a moderator; attending Problem Mgt.

meetings

. Ticketing Queue manager & identifying recurring incidents, leading to

problem tickets;

. Preparing daily/weekly/monthly/ activity reports for management review

and providing recommendations for improvement based on analysis

. Training Helpdesk staff to effectively and efficiently deliver their

daily task;

. Acting as a point of escalation in assisting and facilitating to solve

complex software, hardware, systems, network and procedural problems;

. Creating and maintaining Helpdesk documentation;

. Maintaining and continually working towards improving customer

satisfaction

. Conferring with staff, end-users, and managers to determine support

requirements

for new features for the website, applications or company's system

functionality;

. Overseeing the implementation of procedure changes for the helpdesk

operations;

. Ensuring incident inquiries assigned to the proper technical resource.

Sept 2008 - Dec 2011

IBM Canada, Toronto, On

Control Desk Lead (Service Desk)

. Handling escalation calls from irate users

. Managing a team of 20 Service desk agents with call handling and

operations; like identifying varied user related technical issues and

applying troubleshooting techniques;

. Dealing major application outages affecting multiple users in high

impacting priority tcks.

. VPN administrator & Knowledge Base expert - Documentation specialist

. Monitoring, tracking and escalating major applications functionality

in HP-BAC (HP Business Availability Center) application monitoring

tool

. Project Coordinator for ID Administration (SIP) - Service Improvement

Project

. Weekly meeting with the IBM client on ID Administration process and

service

. Weekly meeting with the IBM client on the Change Management and an

approver to any infrastructure change request

. Generating & analyzing daily, weekly and monthly call volume reports

for statistical purposes and Root Cause Analysis (RCA); suggestions on

service enhancement

. Responsible maintaining service desk SLA; monitoring Technical

Analysts call activity such as call length, after call work;

scheduling agents breaks & lunches

. Team Lead back up - 24/7 On-call support

November 2004 - June 2008

Fidelity Investments, Toronto, On.; as a Technical Support & Customer

Srv. Support

. Providing Web Support, troubleshooting transactional errors like

Loans/withdrawals, divisional access issues for 401K employer