Technical Support Training
Resume:
Javier Giraldo
Toronto, Ontario M5A 2N3
Phone: 647-***-****
*****************@*****.***
http://db.tt/oI99OfZ
Employment History:
Covert Operations Agent
As a member of BestBuy Canada's Geek Squad Online Support team, I provide
efficient, courteous and effective solutions to our clients computer needs.
Duties include:
Connect and communicate with clients using online and/or phone portals.
Recommend appropriate solutions based on the client's description of the
situation and diagnosis. Perform upgrades, repairs and applicable
installations using phone, online chat, and/or remote desktop software.
Diagnose operating system problems (OSX, Windows 7/8), repair all issues
(including network/routers, printers, mobile devices) and remove malware as
defined by scopes of work. Perform network setup and troubleshooting
services. Use excellent verbal and written skills to understand client
needs and explain services. Recommend upgrades that are appropriate and
applicable to the client's needs or desire. Maintain a flexible schedule
and work load. Display a high degree of professionalism, courtesy and
client service throughout all client interactions.
2010-Present Technical Consultant, Toronto
Technical Consultant:
Provide one-on-one computer coaching/training and tutoring for Mac OSX
based applications, mobile devices and operating systems. Design & build
presentation and multimedia solutions. Implement home networking strategies
with emphasis on mobile and remote access. Hardware & Software
troubleshooting - on-site or remotely via phone and/or remote access
software.
2007-2011 DDB Canada, Toronto
Technical Support:
Provide on-site technical support for the Omnicom Group of Ad Agencies that
include DDB Canada, Rapp Collins, Anderson Group, Tribal DDB and Ketchum
PR. Located in downtown Toronto, maintain and support a large user-base of
both Mac OSX 10.5 & 10.6 & Windows XP Pro & 7 platforms. Duties include
software & hardware troubleshooting, training and follow-up using the KACE
KBOX IT Management system. Supported applications include Microsoft Office
for OSX/Win 2003-07, Adobe Creative Suite 4 & 5, Apple iLife 9 & 11, iWork
8 & 9. Provide working solutions for staff using video technologies like
QuickTime and video transcoding to AVI and WMV. Created several training
tutorials for the IS/Knowledgebase intranet using Adobe Flash & QT video,
Microsoft Word, and PDF. Working knowledge of Apache OSX Server, PHP, HTML,
and CSS & Flash. Provide IS/IT Orientation for all newly hired staff
including one-on-one training on various software applications and
techniques.
2006-2007 (21 months) G.A.P Adventures, Toronto
Technical Support:
Part of a 2-person technical support team, Canadian-owned GAP Adventures is
a Travel & Adventure company located in Downtown Toronto. Hardware and
software support included remote support via phone & remote desktop
software for the 150-plus staff located in offices worldwide. Mostly Mac
based, OSX 10.3 10.4 and OSX Server. Support duties also include managing
the in-house Avaya phone system, the Linux-based Kerio Mail Server and a
few Windows XP desktops. Provided tech support 24/7 using on-call cell
phone. Projects & Solutions I've personally proposed, planned and deployed
included the GAP Adventures Intranet, based on the open source WordPress
solution; Support Tracking System: for user-submitted email support
requests & tracking; Knowledgebase system: heavily used by the sales
department for training sales reps and the Company Directory: with staff
info, names and photos. Converted the New Employee & Employee Exit forms to
a paperless, web-based process. All of these solutions used open-source web-
based scripts deployed on Mac based apache servers using PHP and MySQL.
Migrated the email system from OSX to a more robust Red Hat Linux based
system. Setup the network based incoming fax system, becoming less
dependent on paper faxes. Create and provide Lunch-and-Learn training
sessions for staff, video tutorials and how-to documentation for the
company Intranet.
2002-2005 Kodak Canada, Toronto
Product Adviser:
Provide telephone technical support for Kodak's line of Digital consumer
cameras. Supported Windows 98, 2000, XP and Mac OS8.x, 9.x, and OSX as it
applies to camera connectivity and Kodak EasyShare software operation.
Maintain a High-level of call quality through call quality monitoring,
including product knowledge and telephone skills.
1996-2001 Global Strategy Financial, Toronto
Technical Support:
Internally hired by Global Strategy in 1996. In addition to my daily
support duties from working as an Aurora Microsystems employee I continued
to achieve and maintain a high level of quality support in both software
and hardware. Completed the A+ Operating System Support Skill v9.1 through
the PBSC Computer Training Center on August 2001, thus expanding my support
skill set to include Windows based computers.
1994-1996 Aurora Microsystems, Toronto
Macintosh Computer Support:
As an Aurora Microsystems employee, I provided daily 'on-site' tech support
for a mid-sized mutual-fund client, Global Strategy Financial Inc.
Administrative duties include managing company data backups using Dantz
Retrospect software and updating the company Intranet. Supporting workgroup
applications: Meeting Maker, Instant Update, and Microsoft Office. Hardware
and Software rollouts, updates & training staff members. Providing support
to remote offices worldwide with the use of Remote Access software
(Timbuktu) as well as after-hours phone support. Through several training
courses completed at Apple Canada, achieved ATS (Apple Technical
Specialist) and SE (Systems Engineer Representative) certifications. Fully
qualified to service and support Macintosh systems.
Education:
1979-1984 Northview H.S.S., North York
Graduated with Secondary School Graduation diploma. Achievements include 3
years Electronics, 1 year Electricity and 1 year Computer Science
(including printed circuit board design and assembly, troubleshooting and
diagnostics). Have also undertaken several school Arts and Musical
achievements.
Completed Courses at Apple Canada Head Office, Achieved ATS and SE
Certifications
A+ Certification at PBSC Computer Training Center
Personal Interests:
Anything technology related, including computer systems, hardware and
software. Enjoy doing personal research into these areas to which I've also
applied for my personal use at home, as a hobbyist. Apache & php-based open
source server solutions. I've also taken an introductory course into
Objective-C as it applies to iOS development. I also enjoy providing one-on-
one computer 'coaching' for select clients in their homes. Listening to
good music from most genres as well as playing acoustic Guitar and some
keyboard.
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