Customer Service Technical Support

JEAN-MICHEL TSHIMANGA

** ********* *****#*** ***** 647-***-****

North-York, Ontario Email:acawkh@r.postjobfree.com

M41K4

OBJECTIVE: Looking for a bilingual SERVICE DESK ANALYST where computer skills and

Technical skills are required

Languages: Fluently bilingual (French and English)

COMPUTER SKILLS

Software ■ MS Office 2000/2003/2008, Lotus Notes, Remedy, Tivoli, Oasis and HP Openview.

Hardware ■ Repair Support (PC), Certified in A+

Wireless Data Communication ■ GSM, GPRS, WAP, EDGE,3G and 4G.

Programming ■ Visual C++, C, SQL, Visual Basic, COBOL, Java and VBApplication

Network ■ Cisco, NT, Windows Server 2003, DHCP, DNS, TCP/IP, LAN, WAN, FTP, Router, Dial up,

high speed, Telnet, Trace route, Ping….

Internet ■ HTML, ASP, JavaScript, Php, VbScript Internet Explorer, Web Expert 3.0, and Netscape

Navigator

Operating Systems ■ DOS, Windows 3.XX Windows 95/98/2000/XP/ME/7, NT, and Unix/Linux

TECHNICAL SKILLS:

• CITRIX XEN Applications

• BLACKBERRY (BES)

• WINDOWS XP/7

• ACTIVE DIRECTORY

• VPN and CITRIX

• MS EXCHANGE 2003, 2007, 2010

Languages: Fluent in English and French

EDUCATION

Computers Systems Networking Technician: CENTENNIAL COLLEGE

Diploma: Toronto, Ontario (August 2003)

WORK EXPERIENCE

CIBC Toronto (June 2012-Present):

BILINGUAL SERVICE DESK ANALYST

Manage solution for the laptops and desktops of remote staff.

Manage user accounts on the LAN.

Ensure that servers (Server 2003 and IBM I-series servers) and other network devices

are operating in accordance with established standards.

Configure, test, and maintain LAN/WAN equipment and related services.

Identify, diagnose, and resolve network problems.

Maintain and support branch LAN environment.

Support ID creation and termination.

Investigate and solve LAN connectivity and network resources problems with regards

to users.

Analyze current network issues and performance.

Report on deficiencies and possible business affecting issues and problems.

Provide feasible solutions and recommend course of action.

Work with vendors and IT management to implement solution.

Collect and report appropriate device and network status.

Setup stores owner, new user accounts on Active Directory, BES and other systems as

required.

Repair problems via remote access on client system installations.

ROGERS (BTSC TELECOM) Toronto(Feb-2008-Present):

Bilingual Business Technical Support Analyst:

• Answer Rogers Home Phone service technical inquiries, `611 Repair Service’, customer

education, customer service calls

• Provide technical support to customers including cable network and modem troubleshooting

• General knowledge of IP technology

• Daily tracking of all incoming calls in a customized database

• Based on type of problem determine which department and what corrective steps to be taken

for escalation and efficient resolution

• Meet or exceed Call Centre monthly performance objectives including, call quality, call handle

time and schedule adherence

• Notify Management of widespread problems: i.e. trend identification

• Learn and adhere to all applicable Health & Safety regulations, both legislatively mandated, and

as outlined in company policy

• Other duties as assigned

• Updates trouble tickets and performs escalations as required by the NOC procedures.

Support the VoIP operations of a carrier class voice network and serve as the operations

subject matter expert in voice switching, PSTN networks and TDM.

• Troubleshooting ADSL High Speed Internet with customers over the phones.

• Assisted customers to setup email using Microsoft Outlook

• Opened tickets for customers who were not able to establish ADSL connection

• Educated customers on how to download and set up Norton anti-virus protection.

• Instructed customers how to use Parental Controls Utility,

• Coached customers to set up internet connection via wireless router.

• Worked ISC Tier Two. Assisted with escalated issues, worked with internal departments

to resolve ADSL out of service issues.

TD BANK Toronto (October2005-July 2006):

Bilingual Technical Support:

• Troubleshooted terminals, pinpads, and printers with Merchants and TD Technicians.

• Made changes on TMS applications

o Translated language of terminals into French.

o Added purchase options on credit cards and debit cards with Tips.

o Assisted technicians with IP addresses and New Lock Codes for

Wireless Terminals.

Contact this candidate