Customer Service Support

Victor Isac

** ****** ****** ~ Toronto, Ontario, M4K 2G9 ~ 416-***-**** ~ ******.****.****@*****.***

Multi-skilled, dynamic and diligent IT professional experienced in providing solid service in workstation administration

and desktop support. Analytical and goal-oriented individual with a strong work ethic and the talent to effectively

identify technical issues and resolve matters quickly and efficiently. Energetic team player who thrives within a busy

environment, utilizing solid communication and interpersonal skills to ensure quick and efficient customer service.

AREAS OF COMPETENCY INCLUDE:

MS AD, ADFS, SSO, SCCM 2007, BES, Cisco, Nortel PA, RQ4, Solar Winds

PC Workstation ~ Desktops/Laptops/Printers & Peripherals

TCP/IP & NIC, DHCP, DNS ~ Installation & Configuration ~ Troubleshooting

Server Hardware & Software ~ System Backups ~ Project Execution

Customer Service ~ Quality Control ~ System Implementation & Support

EDUCATION & CERTIFICATIONS

Systems Analyst Diploma (2004 – 2006) – Consoft Computers College

Microsoft Certified Professional (MCP): MTA 98-366, MTA 98-365

CompTIA A+ and Network+

Dell Certified System Expert (Cert: 3028, 3016, 2003, 3048, 3041, 3031, 3043, 3029, 3046, 3027, 3047, 3021, 3050)

All Lenovo Field Service Certifications – IdeaPad Tablet, Notebook, IdeaCentre Desktop and ThinkServer

Technological Skills:

• OS Workstations: Windows 8, 7, Vista, XP, 2000 and 98

• Antiviral: Symantec, Norton Utilities, McAfee Enterprise Plus, Kaspersky, Bit Defender

• Office Software: Microsoft Office, Lotus Notes, Adobe Standard and Pro, Open Office

• Other Software: Norton Ghost, Acronis True Image and Disk Director, Ontrack Easyrecovery, Real VNC

• Network Equipment and misc.: Cisco, Linksys, SMC, D-Link, Netgear, Barcode Equipment, Solar Winds

• Tools: Recovery, Cleaners, Device Driver Tools, File System, Optimizers, Registry, Hiren

EXPERIENCE

SEARS CANADA – TORONTO, ON 09.2013 – 07.2014

Deskside Support Analyst L2 (Migration Specialist)

Providing application support, software upgrade and implementation assistance, training demonstrations for

commercial and personal lending origination. Handle escalations, expedites, and other problems requiring supervisor

attention with special focus on client satisfaction for financial clients. Identify, isolate and resolve issue related to

Microsoft Windows (XP/7), IBM Lotus Notes and business related software's.

• Provide desktop support for over 3000 clients and 500 associates in the Greater Toronto Area by phone, email or in person as

needed to minimize downtime

• Installation, upgrade, configuration, migration and deployment of Windows 7

• Migration of Lotus Notes. Performed Upgrades of all employees.

• Support to limit system down time during internal or external outages and peak enrollment periods

• Identify, isolate and repair computer equipment showing wear and tear as well as during preventative

maintenance routines (Laptops, Desktops, Printers, Blackberries, Branch ABMs, and other hardware devices)

• Handle outages, other high severity and high priority issues requiring intervention from 3rd level support team

• Plan and lead training sessions for new and existing clients as part of the "Lion Team" initiative; facilitate at

least 4 sessions per month

GENERAL ELECTRIC – MARKHAM, ON 06.2012 – 08.2013

GENERAL ELECTRIC – MARKHAM, ON 06.2012 – 08.2013

Deskside Support Analyst L2

Responsible for support role in installation, configuration, and maintenance of IT infrastructure for a large enterprise. Supported highly

utilized workstations and servers to maximize reliability and recoverability. Analyzed and resolved problems associated with server

hardware and applications software.

• Perform proactive incident management including L1 and L2 services for 2000+ employees and 12000+

computers, IP phones and peripherals

• Perform active system monitoring and event management. Elements monitored include physical hardware

status, system and application processes, services, backups, scheduling and data transfers

• Co-ordinate remediation efforts with onsite, physical presence or site services as needed

• Co-ordinate hardware and/or firmware repair with vendors

• Provide support, root cause analysis and problem review for high impact and/or recurring problems (RCA)

• Execute all changes requested, routine maintenance, or emergency break fix in accordance with policies

• Execute site-specific tasks itemized on the daily operational task list

• Configure user access to desired resources via configuration of users within the supported environment

• Responsible for Windows account management tasks including creation, disable as well as support for any

Windows account management software

WIND MOBILE – TORONTO, ON 09.2010 – 05.2012

Deskside Support Analyst L2

Responsible with IT support for all corporate Wind Mobile IT infrastructure at the corporate main office and all stores in

Canada and ensured proper maintenance

• Responded to service requests and expediently resolved tickets to maximize system uptime. Resolving 97% of

all tickets without escalation to support specialists

• In charge of supporting 5000+ employees all over Canada, corporate stores and offices

• Deployed workstations and peripheral, installing OS, apps and configuring network properties and hardware

• Supported disaster recovery plans, performed regular backups and created images on WDS. Performed

maintenance and troubleshooting of POS systems, broad experience in RQ4 and SingleView

• Outperformed peers by maintaining outstanding record of technical support service

• Substantially increased security and performance of systems by initiating installation of new anti-virus software

and critical operating system updates

• Dispatch Break/Fix Services for desktops, laptops, netbooks and peripherals

• Significantly reduced workstation set up time by developing a disk cloning procedure to streamline operating

system implementation and security configuration

• Planned, prepared and implemented infrastructure for new upcoming stores

• Produced and shared well-written communications and documentation

• Updating the call logging system with call detail, schedules fault resolution, and keeping all affected parties

aware of progress

COMPUCOM (T.D.S.B., HOME DEPOT, PETROCANADA AND MORE) – TORONTO, ON 01.2009 – 08.2010

IT Field Specialist L1

Dispatched to multiple locations during the day I was responsible for troubleshooting PCs and Laptops in schools, gas

stations and retailers, as well as warranty services

• Warranty Services: Commercial SMB, problem determination, onsite support, parts logistics and exchange

• Working with ticketing application I had to troubleshoot IT equipment in schools

• Dispatch Break/Fix Services for desktops, laptops, netbooks and peripherals, root cause analysis (RCA)

• In charge with IMACs (installs, moves, adds and changes) on a daily basis. New Equipment preparation,

hardware setup & installation, disk formatting & cleaning, install boards, memory & peripherals, network setup

& connections, disassembly & reconfiguration

• Installed new OS, software & drivers which were usually predefined images

• Upgrading hardware or software and scaling systems for expansion

• Backups and Recovery – Including strategies that fit the realities of the business and help maximize

uptime and protect data

CANADA FIBERS LTD. – MISSISSAUGA, ON 01/2007 – 11/2008

Deskside Support L2

Responsible for building and leading all levels of IT support throughout the 6 locations of the company, including PCs,

network communications, peripherals, and dedicated applications for accounting and human resources. Was in charge

with support migrating from Windows XP and Vista to Windows Vista environment.

• Upgraded old PCs to HP Compaq DC 5700 and Dell OptiPlex 757 for all employees in all locations

• In charge with installing, troubleshooting and training on POS systems

• Assisted internal employees with technical troubleshooting including identification, resolution, escalation,

referral and follow-up with PC, network and company’s application issues

• Installed network backbone infrastructure for all locations, network equipment configuration, routers, and hubs

• Troubleshot PCs remotely as well as documented all problem/solution actions with root cause analysis (RCA)

• Operated company vehicle during working hours

• Excellent customer service while coaching the staff on changes of software and hardware

• This was a hands-on position requiring good analytical, troubleshooting, interpersonal and multitasking skills

• Performed incremental back-ups on file servers to ensure company files were accessible in the event of issues

• Meeting daily deadlines

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