Customer Service Technical Support
Resume:
Rami Al-Rahi
*** ********* (Laval), H*X-*X*
Home:
Cell: 514-***-****
Email: *******@*****.***
Profile:
> Graduate computer network technician.
> Honest, hardworking, ability to work well with others.
> Capable of providing help desk or on-site user support
> Strong PC assembly and troubleshooting skills.
Education:
Micro-Computer and Networking 1997-1998
Herzing Institute (Montreal, Quebec)
> Average 90%.
Arts & Sciences-Economics -two years completed
1996-1998
Concordia University (Montreal, Quebec)
A+ Certified
ACT Certified (Accredited Compaq Technician for Laptops and
Desktop/Workstations)
Work Experience:
SEM Solutions Inc. Jan 2 1999 - Mar 26 1999
539 Principale
Laval, Quebec, Canada
H7X 1G7
Tel.: 450-***-****
Fax: 450-***-****
Job Description:
. Software and Hardware troubleshooting
. Installing and configuring Windows (all versions)
. Installing and configuring peripherals (HDD, CD-ROM, MLB, CPU, NIC, SCSI,
RISER CARDS, VIDEO CARDS, SCANNERS, PRINTERS, MODEMS, POWER SUPPLYS)
. Computer assembly
. Laptop Repair (Replaced LCD, MLB, CPU, etc) Models included: Compaq,
Digital, Dell, Toshiba, HP)
. Technical Support
. Customer Service
. Onsite Service Technician
. Maintaining Network Infrastructure
. Installing windows server (all Versions) and configuring User policy and
Security
. Networking and Integration
Compaq Canada Inc.
April 17 1999 - May 19 2001
1598, rue Beaulac
St-Laurent, Quebec
H4R 1W8
Tel: 514-***-****
Job Description:
. Software and Hardware troubleshooting
. Installing and configuring Windows (all versions)
. Installing and configuring peripherals (HDD, CD-ROM, MLB, CPU, NIC, SCSI,
RISER CARDS, VIDEO CARDS, SCANNERS, PRINTERS, MODEMS, POWER SUPPLYS)
. Computer assembly
. Laptop Repair (Replaced LCD, MLB, CPU, etc) Models included: Compaq,
Digital, Dell, Toshiba, HP)
. Technical Support
. Customer Service
Maxonyx Computer Corporation December 17 2001 - May
1 2003
147 Blvd Graham
Mount-Royal, QC
H3P 2C3
Tel: 514-***-****
Fax: 514-***-****
Job Description:
. Software and Hardware troubleshooting
. Installing and configuring Windows (all versions)
. Installing and configuring peripherals (HDD, CD-ROM, MLB, CPU, NIC, SCSI,
RISER CARDS, VIDEO CARDS, SCANNERS, PRINTERS, MODEMS, POWER SUPPLYS)
. Computer assembly
. Laptop Repair (Replaced LCD, MLB, CPU, etc) Models included: Compaq,
Digital, Dell, Toshiba, HP)
. Technical Support
. Customer Service
. Onsite Service Technician
. Maintaining Network Infrastructure
. Installing windows server (all Versions) and configuring User policy and
Security
. Networking and Integration
. Basic Knowledge of lotusnotes and Exchange Server
. Web Site Design
Computer Science Corporation (CSC): June 2003 - January 2014
. Level 1 and Level 2 Technical Support Analyst for Nortel, BHP Petroleum,
BHP Base Metals, BHP Diamonds and New York Stock Exchange (NYSE)
accounts.
. Provide technical support by phone for a range of tools and software
programs such as work stations, administration tools, printers, in-house
applications.
. Document solutions to problems and follow up on tickets.
. Handled basic system administration tasks and coordinate with level 2
support operators to resolve customer issues.
. Processing Emails and Web Queue for all accounts.
. Handled the password resets for Oracle Financial and creating and
modifying accounts and dealing with the support group for any changes.
. Remote to client's computer for trouble shooting to resolve issues.
. Active Directory password resets for all accounts.
. UNIX password resets.
. SAP and Clarify prime for creating and modifying accounts.
. Training and assisting agents on processing emails and creating tickets.
. Monitoring Adherence and agent's schedule.
. Performed CSAT Callbacks for dissatisfied users, and created reports on
all feedback directed at helpdesk.
. Provided training to new employees, for both procedure in reporting
Escalation Requests, and general Helpdesk requirements.
Technical Skills:
Strong in the following: Microsoft Office applications, Remote Desktop,
Windows XP, Vista, and 7, Active directory, Smart phones such as
Blackberry, Android, and iPhones, Network printers and scanners, wireless
access points.
Skills:
. Excellent customer service, planning, problem solving, goal setting,
quality and time management.
. Experience with a track record of help desk support.
. Ability to administer and troubleshoot client issues.
References supplied upon request.
Contact this candidate