Customer Service Technician

JOSHY PETER

***-****, ** ******, **, Edmonton, Alberta, T6T0S8 / C: 780-***-**** / E: *****.*****@*******.***

PROFESSIONAL SUMMARY

A bright, talented and ambitious IT support technician with a strong technical background who possesses self-discipline and the ability to

work with the minimum of supervision. Having exposure to a wide range of technologies & able to pay a key role in diagnosing hardware

and software problems and to ensure that quality solutions meet business objectives. Processing a good team spirit, deadline orientated and

having the ability to organise and present complex solutions clearly and accurately.

Looking for a suitable IT support technician position with a successful and dynamic company that offers room for progression.

SKILLS

• Excellent customer facing skills

• A positive attitude towards customer service.

• Experience of Windows XP/7/8.1 /Office 2013 & Mac.

• Commercial technical support experience of servers and network infrastructure.

• Ability to be clear & concise when explaining technical procedures to customers.

WORK HISTORY

I T Support Technician, 10/2002 to 09/2014

FBM KNM FZCO – Dubai, UAE

• Diagnosis of desktop, applications, networking and infrastructure issues.

• Experience of supporting a wide and varied client base.

• Troubleshooting PC's laptop and mobile devices.

• Administrating the IT department's policies and procedures.

• Installation and support of telecommunication equipment.

• Maintaining a log of all problems detected and system backups.

• Responsible for maintaining backups and for project work such as new builds.

• Working closely with software suppliers to resolve operational issues.

• Responsible for supporting: Windows XP/Vista/Windows 7/ Windows 8.1/Office 2003 and 2013, Antivirus products,

DNS/DHCP, TCP/IP, Ethernet, Wireless router and Firewall Configurations.

• Ensure computer hardware is safe & complies with health and safety legislation.

System Administrator, 04/2002 to 09/2002

WELCARE HOSPITAL – Dubai, UAE

• Configuring POP and SMTP mail server on Microsoft Outlook.

• Network Configuration, Implementation and connectivity Testing.

• Network troubleshooting, Network diagnostics and monitoring and network virus protection.

• Test troubleshoot and maintain network related problems.

• Various systems administration and operation network installation and configuration, Internet connectivity, hardware troubleshooting.

• OS installation and configuration.

• PC repair, virus protection and security. (Avast, Norton, Microsoft Security Essentials)

• Performed software OS and application upgrades as necessary.

• Provided clients with SW/HW helpdesk support.

EDUCATION

Bachelor of Engineering: Computer Science, April 1999

M.S. Ramaiah Institute of Technology - Bangalore, India

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