Customer Service Technician
Resume:
Haris Rasooly
*****-******@*******.***
Summary
> Over 4 years of experience in hardware maintenance and Software
installations.
> Experience in installation, operation, support, training, evaluation,
testing, customization and optimization of a range of computer-based
assistive technology.
> Knowledge of desktop and mobile operating systems (e.g. Windows 7 and
8, Apple iOS, MacOS, BlackBerry OS, Android) and the ability to
acquire knowledge of future operating systems.
> Knowledge of LANs and network topologies/configurations to provide
expert-level Tier 2 level technical support for desktop technology
> Expert resource in resolving technical issues and liaise with vendor
resources, regarding IT assistive technology hardware and software
> Excellent working knowledge of client server network fundamentals and
capable of multitasking with numerous responsibilities.
> Extensive knowledge in Windows 7, MS Office products, Active
Directory.
> Good team player and have ability to work independently in a time
sensitive environment with organizational and communication skills,
with the ability to express technical concepts verbally and in written
Technical Skills
. Microsoft Certified Professional (MCP)
. A+ Certified Technician
. Windows XP, 7 & 8.
. Lotus Notes
. MAC OS
. Microsoft Office Suites
. Mobile support (IOS, Android, Blackberry)
Customer Service & Other Skills
. Excellent communication and customer service capabilities.
. Communicate with customers in pleasant and timely manner.
. Handle difficult customers professionally.
. Superior communications skills in dealing with customers and co-
workers.
. Able to work with both technical and non-technical people.
. Highly motivated toward professional development and advancement.
. Fluent in English and Farsi.
. Demonstrated effectiveness working independently or as a team player.
Education
Information Technology Support Services Coop Program
Sep 2010 - Sep 2012
Sheridan College Institute of Technology, Brampton, ON
. Completed 2 year program, maintaining 3.2+ GPA
. Courses provide a broad base of hardware, software and networking
knowledge and skills, with emphasis on communication, customer service,
and problem solving
Work Experience
Deskside Support Technician
MicroAge/Manulife, Waterloo, ON
Jan 2013 - Sept 2014
. Desktop support for Windows XP, 7 along with MS Office 2010, also
supporting all certified application for Manulife Financial.
. Troubleshooting Hardware/Software over the phone and by remotely
logging into client's computer using Remote desktop/ Windows Remote
Assistance,Bomgar
. Resolving service desk tickets within SLA time limit by using a
clearview ticketing system.
. Installation of new and used hardware units and components
. Perform hardware warranty and non-warranty repairs of desktops,
notebooks, and printers
. Setting up and troubleshooting Lotus Notes, MS Outlook and VPN
connection.
. IP phone and mobile device support(Blackberry
Bold,Q10,Z10,Iphone5,5s,Ipads)
. Support and maintain printer and fax machine environment, including
managing supplies stocks
. Assist with moving computing hardware and associated reconfiguring
. Installation of new and used hardware units and components
Computer Technician
Sep 2011 - Jan 2013
Bestbuy, Mississauga, ON
. Manage the repair, installation, and service of computer and consumer
electronics products
. Installing and configure different operating system(WinXp, WinVista,
Win7, Win8, WinServer2008)
. Installing and configuring security software such as (Norton
360,Mcafee, Bitdefender,Kaspersky)
. Replacing any hardware parts including Laptops,Desktops,Screen
. Checking the status of repair machines using Citrix and Smarts
Database
. keeping records of maintenance work and repairs
Laptop and Classroom Support Technologist
Sep 2011 - Jan 2013
Sheridan Institute of Technology and Advanced Learning, Mississauga
Campus, ON
. Providing classroom support to clients using the mobile labs, smart
classrooms and the general purpose computer labs
. Effective troubleshooting and problem solving skills to identify and
resolve technical issues relating to hardware, software and networks
. Troubleshooting user problems relating to Operating System issues (Win
XP, Win Vista, and Win 7, MacOSX), network connectivity, TCP/IP
configuration, upgrades, MS Office products and Internet connectivity.
. Extensive experience with PeopleSoft/CRM application.
. Procedural information to staff, faculty and students
Jr.System Administrator (Co-op)
May 2011 - Aug 2011
Natus Medical Inc. Oakville, ON
. Maintaining/troubleshooting Windows servers, workstations, printers
and support of desktop software,
. End user support (Microsoft Office and Internal Application)
. Setup and configuration of email address using Outlook 2010
. Maintain Servers on regular basis
. Hardware Support ( RAM,HDD,Powersupply)
. Software Support (Install/Update Operating System and Antivirus
Team Leader
Oct 2009-Aug 2011
A&W, Mississauga, ON
. Manage a team of 5 staff
. Maintain clean and orderly checkout areas
. Count money in cash drawers at the beginning of shifts to ensure that
amounts were correct and that there is adequate change
. receipt a variety of payments and other cash and cash-related
transactions
. Excellent ability to lead and train new employees
PC Technician/Sales Associate
Oct 2008 - Sep 2009
Blue Area Computers, Mississauga, ON
. Troubleshooting and maintenance of all computers, printers and
photocopiers
. Diagnosed, troubleshoot and resolved hardware, software and
connectivity problems
. Configured, setup,tested, and installed computer hardware,
software and operating systems
. Installation, formatting and other necessary work on system
. Supervised any network wiring
REFERENCES - Available upon Request
Contact this candidate