Customer Service Support

Sukhjinder Pal Singh

****, ***** **, ******** ** T6H 3J4

Cell: 587-***-**** - ******************@****.***

English, French (1), Hindi, Punjabi

Summary

Enthusiastic Technical & IT support seeking to benefit an IT Department with complex technical knowledge and strong

leadership skills. Effectively identifies problems using advanced troubleshooting skills. Who performs superior work under

the pressure of rigid deadlines and enjoy troubleshooting to find solutions to technical issues.

H ighlights

Troubleshooting proficiency Advanced knowledge of VMware, TeamViewer,

Patient and diligent LogMeIn, Go to Assist, Hyper-V, Spice Work, CRM,

Vast technical knowledge WordPress, MySQL

DHCP/DNS Ethernet and Firewall proficient Hardware support and troubleshooting

Exceptional telephone etiquette Highly motivated

Resourceful Customer service-focused

Advanced knowledge of diagnostic techniques System checks and troubleshooting

Customer service-oriented Drive duplication and imaging knowledge

Responsible and reliable Desktop and laptop expert

Network configuration and support VMWare experience

Active Directory Configuring routers and switches

Patch management Windows 7 migration

Customer service specialist

Accomplishments

Oversaw IT support for servers, users and desktops and laptops. Diagnosed hardware and software failures and resolved

technical issues. Exceeded monthly goals by successfully handling more calls in a week. Earned solid reputation for resolving

issues and providing exceptional customer service. Gained knowledge of Ticketing system, LAN, WAN, deployment, Active

Directory, Hardware. Well experienced to provide face to face onsite technical support to customers. Reduced workstation set-up

time by 50% by developing a disk-cloning procedure for streamlining OS system implementation and security properties

configuration. Solved 20 - 60 Tickets in a day. A+, CCNA, TCCHA, Virtual Backup and HP Certified.

Experience

Technical Installer

August 2014 to October 2014

Robert Half Technology Calgary,AB

Was Contract job to install 900 Tablets and Pin pads in Checker cabs.

Troubleshooting network, software and hardware problems.

Deployment of Checker cab software and applications.

Troubleshooting VeriFone POS machine and POS printers.

Building connection between cabs, GPS, checker cab server and VeriFone transaction servers. Documentation of parts

used in each cab and weekly inventory of each and every parts used to build dispatch, GPS and POS machines.

IT CO-OP

January 2014 to April 2014

Click Help Kingston, AB

Troubleshooting software and hardware problems,

Implementation of WordPress site and making backups of web sites, databases. Set up, tested and configured networks,

desktops, laptops and printers. Resolved technical issues for clients in person, on the phone and through

e-mail. Diagnosed, installed, configured and repaired malfunctioning computer systems and software. Process access

requests, such as adding, modifying, and deleting user and group accounts within an Active Directory environment.

Documentation on the issues that is resolved. Monitoring web traffic and SEO assessment of tickets. Fixed

bugs as they were encountered.

IT Support (Part Time to Full Time)

March 2010 to August 2012

Apex Network and Hardware Solutions Patti, Punjab

Maintained composure and patience in face of difficult customer situations. Support customers with online billing and account

issues. Supported customers having data connectivity issues. Handled a large volume of phone calls, chat and

emails. Developed documentation for common processes for both support staff and end-users. Troubleshot hardware issues

and worked with service providers to facilitate repairs. Oversaw the daily performance of computer systems,

including servers, routers and switches. Set up, tested and configured networks, desktops, laptops and printers. Provide

advice and direct support to computer and network users, Providing telephone and desktop support, Forecasting any

needed technical improvements, Backup and disaster recovery plans, Front Office Interfaces and Data Provision /

Delivery. Deployment of windows XP to 7 and 8, Windows 7 Migration. Conducted computer diagnostics to investigate and

resolve problems and provide technical assistance and support. Established requirements for new systems and modifications.

Education

Computer Networking and Technical Support: Information Technology, 2014

St Lawrence College Kingston, ON, Canada

Diploma in Computer Application: Information Technology, 2011

NCTCE Tarn-Taran, Punjab, India

Certifications

CCNA

TCCHA

HP CRM and IT Business Success

COMPTIA A+

Veeam Backup Expert

P rojects Involved in College 2012-2014

Linux Administrator project:

Installed Linux FC14 server on more than 30 machines; Configured DNS, DHCP, Gateway to communicate with

Windows server 2008; Created DNS (named.conf), DHCP and Apache server configuration files; Uploaded data by

using MySQL language, Modified Web Sites using ASP and Java Language; Changed permissions, add sticky bits for

users and groups by using chmod, chown commands, testing DNS. Working on VMware, Virtualization

machines. Troubleshooting servers and clients, Installing WordPress sites on Linux server

Network Administrator Projects:

Installed Microsoft Windows Server 2008 R2 with Core, Enterprise and standard edition. Configured Active Directories,

Group policies, Dial-up network, IPsec in default domain policy, Windows firewall in Snap-in. Installed Windows

Deployment service roles, DFS roles, Add and remove users, groups and also modified their permissions, Setting up

VPN servers, Deploy software's via GPO.

PC Hardware Projects:

Troubleshooting Hardware & Software problems.

Responsible for the installation and maintenance of IT equipment including printers, scanners, X-terms and workstations.

Repairing servers, computer and workstations

Removing spyware, malwares, ransomware and rootkits

Fixing registry files and windows files.

Making recoveries of damaged hard drives and computers

Fixing software problems like: viruses, BIOS, Backup registry files etc.

Home Based Projects

•Developed technical blog and sites

•Social Marketing, SEO and Webmaster Tools

•Repairing own computer and laptop

•Build home based NAS server on FreeNAS

•Deployment of web server on Lubuntu

•Developed SMTP mail server on Windows Server2008

•Worked on Linux mail server and apache

•Build VoIP and PBX server on Ubuntu Server 14.04.1 using Asterisk, FreePBX and OpenFIre

Technical Skills

MS Office, Wireless Network, MS Access, MS PowerPoint, MS Outlook, MS Excel, Microsoft Lync, Microsoft

Exchange, Linux, Windows Server 2008 r2 & 2012 r2, PHP, MySQL, Apache, WordPress, Printing, Mac OS X, TCP/IP,

SMTP, Publishing, Adobe, Adobe Acrobat, Adobe CS3, Remote Desktop, SharePoint, Active Sync, AD-DS, LDAP, VMWare,

TeamViewer, Ubuntu, Spice Work, XenServer, Ticketing System, ITIL, POS Printers, Firewall, Patching, TeamViewer, Go to

Assist, LogMeIn, Documentation, Inventory, Troubleshooting wireless, IBM, PowerVM, Citrix, XenClient,XenDesktop,

XenApp, VMware Workstation, vSphere, Hypervisor, Virtualization, VMware Client, VMware ESxi

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