Customer Service Manager

LEO HSIAO

** ***** ***. ********* ******* Ont. M*Z 5C5

416-***-**** **********@*****.***

CAREER OBJECTIVE

To continuously progress and obtain a challenging position that utilizes my experience in customer service and

computer technical support.

SUMMARY OF QUALIFICATIONS

• Experience in customer service in all aspects of store services and handles complaints and inquires.

• Background in troubleshoot and resolve computer problems using effective problem solving skills.

• Assess situations and while addressing the customer's psychological state, resolve their technical problems.

• Competence to determine and prioritize critical duties.

• Self-motivated and passionate develop and expand technical knowledge through online trainings

• TCP/IP and WAN/LAN network implementations and configure routers and switches

(RIP,RIPV2,OSPF,VLAN,ACL,EIGRP).

• Active Directory and Server 2003/2008 administration

• Linux server administration includes configuring DHCP, DNS, and monitor server activities.

EDUCATION & CERTIFICATES

College Diploma in Computer Networking and Technical Support

Seneca College, Toronto Ontario

• Utilize time management and project management techniques

• Express formal knowledge of the principles of effective teamwork, and apply the processes and techniques in

their work groups

• Practical lab training for Cisco routers, switches in various routing protocols.

• Hands-on lab training for Active Directory, Linux and Windows server administrations.

Cisco CCNA Routing and Switching Certificate

WORK EXPERIENCE

CJ Laptop Service Centre, Markham, Ontario

Network analyst / Laptop service technician 2013 July – 2014 January

Responsible for troubleshoot and maintain the stability of the network. Up keep the server for ghost image and file

sharing server running smoothly, and also maintain availability of network shared printers. When required, I repair

both hardware and software malfunctions as well disassemble and reassemble laptops and prepare the motherboard to

be serviced.

Seneca College of Applied Arts and Technology, Toronto, Ontario

Lab assistant 2013 January – 2013 May (during my study semester)

Assist in Introduction to Data Communications Technology lab. Helping students to solve problems that they might

encounter or any questions they have during the lab exercises. Also encouraging students and motivate their interests

of studying computer techniques.

Continued…

LEO HSIAO

PAGE TWO

CJ Laptop Depot, Markham, Ontario

Laptop service technician / customer service 2010 – 2011

Responsible for troubleshoot and repairing both hardware and software malfunctions as well as the maintenance of

laptop systems. Disassemble and reassemble laptops and prepare the motherboard to be serviced. I am also responsible

for taking care of customer relations, order and receive spare parts for service orders and return defective parts to

RMA.

Alpha Plus Computer Enterprise, Toronto, Ontario

Store manager 2007 – 2010

Promoted to store manager after 2 years with the company. Assist customers in all aspects of store services, handle

complaints and inquiries. Prepare work schedules and assign employees to specific duties and supervise employees in

all areas required to operate the store. Responsible for maintaining store inventory and investigate new items to make

purchase. Order and receive spare parts for service orders, return defective parts to RMA department file service order

and purchase order paperwork, review service orders for correctness.

Alpha Plus Computer Enterprise, Toronto, Ontario

Computer technician 2005 – 2007

Responsible for troubleshoot and repairing both hardware and software malfunctions as well as the maintenance of

computer systems. Installation of hardware and software, perform data recovery and system back up. Construct

desktops, workstations, servers to meet customers specification. Provide advice to customers for their system

upgrades, or any computer related questions.

VOLUNTEER EXPERIENCE

Student Mentoring Program

Seneca College, Toronto Ontario

• Provide peer support to first year students who are adjusting to the transition to College life.

• Creating a sense of connection to the community at Seneca College of Applied Arts and Technology.

ACCOMPLISHMENTS

• Upheld a grade point average of 3.6 throughout College.

• Graduated with honours in CNS (Computer Networking and Technical Support)

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