Customer Service Help Desk
Resume:
Relocation to city of Toronto in June/July ****
Shamell Joseph Dubois
**** ****** ** ***** **. Apt #411
Ottawa, ON K2C 1N5
*************@*****.***
Security clearance: enhancedreliability status ERS
Customer Service – Technical Support – Help Desk Agent – Consumer Inquiries –
Administration – Call Centre – Computer Systems –Analyst – Troubleshooting
Objective
I am seeking to obtain employment in the help desk, customer service and technical support
fields, which my background can be utilized to its full potential.
Qualification Highlights
Extensive experience working within the help desk, technical support and call centre
atmosphere, 14 years+
Polished leadership skills, with ability to motivate teams to increase productivity.
Deep understanding of technology with focus on delivering business solutions.
Education
Trebas Institute Completed May 2010
Audio Engineering/Recording Arts
Notre Dame H.S. June 2000
O.S.S.D achieved
Skills
Outstanding troubleshooting skills and knowledge of the following software: Microsoft
Windows 95, 98, ME, NT, XP, Vista, Windows 7, Windows 8, Microsoft Office 2000 - 2010,
Powerpoint, Word, Visio, Lotus Notes e-mail client version 4,5,6,7,8, Adobe Acrobat,
Adobe Reader, Adobe Illustrator, Outlook Express, Microsoft outlook 2007, Cisco Any
Connect, Citrix and Active Directory.
Network deployments of software through SCCM System Center Configuration Manager.
Windows 7 deployment.
Also very well familiar with in house applications and databases such as MAK/Progesa,
Symphony, Heat.
VOIP support, VPN, aswell as remote desktop applications, vnc, remote desktop
Extensive skills in hard disk imaging for sever and system backups, for data security and
longevity.
Knowledge of website structure, HTML and web design tools.
TCP/IP, IPX/SPX networking security skills, wired and wireless network set up LAN/WAN.
Networking security, home router and switch setups
IBM, HP, Lenovo, Compaq hardware, including desktop computers, laptops and printers.
Blackberry, iPhone, and Android support.
Quick learner able to grasps new concepts, ideas and methods.
More than 10 years experience working within an Inbound and Outbound call centres.
Exceptional technical, troubleshooting and problem-solving skills.
Professional Work Experience
Application Support,Telus Health, December 2014- Present
Supported users for EMR billing software.
Application support for functions with appointments, billing issues, configuration, crashes
for EMR software.
Supported doctors and clinics using the software.
Fax server support, supporting the functionality of the fax server.
Help Desk Agent, CIHI (Canadian Institute For Health Information), December 2014-
January 2015
Lead I.T. contact during flood relief in CIHI main office.
Management of I.T. equipment storage.
Updating and detailing documentation.
Managed moves and temporary relocation of computer equipment during heating/air
conditioning repairs.
Relocation of user computers and other peripherals .
Help Desk Agent, CIHI (Canadian Institute For Health Information), March 2014-
September 2014
Supported internal and external users with CIHI.
Fixed various login and rights issues with user accounts admin work.
Configured VPN for clients at home.
Widows 7 deployment.
Lead I.T. contact during flood relief in CIHI main office.
Management of I.T. equipment storage.
Dealt with all types of various software and hardware issues related to all systems.
Updating and detailing documentation.
Other tasks include: Computer equipment decommissioning and disposal, Keyfob/token
deactivations, system optimizations, computer imaging and virus removal.
Analyst, Department of National Defense DND, January 2014- March 2014
• Performed software audits for Windows 7 Migration team.
• Duties included user profile comparison via active directory.
• Software included but not limited to Windows 7, Microsoft Office, COTS applications,
Military equipment software.
Help Desk Agent, Canadian Blood Services, June 2011- February 2013
Supported internal and external users with Canadian Blood Services.
Fixed various login and rights issues with user accounts admin work.
Configured VPN for clients at home.
Dealt with all types of various software and hardware issues related to all systems.
Onsite support for various offices with support of 500-1000 employees.
Other tasks include: Computer equipment decommissioning and disposal, Keyfob/token
deactivations, nightly check lists, database editing, system optimizations, computer
imaging and virus removal.
Call Centre Technician, IBM, May 2008- August 2008
Supported Bank Of America branches and corp offices.
Fixed various login and rights issues with user accounts with light admin work.
Configured VPN for clients at home.
Escalated and dealt with problem tickets with other departments.
Call Centre Technician, Primus Telecommunications, June 2006- February 2008
Troubleshooting DSL connectivity issues, network outages also PC issues.
Home networking setups with modems and routers via hardwired also wireless
connections.
Local home phone support as well for various issues.
VOIP support for Internet home phones via broadband Internet.
Line quality control and testing for damaged street lines.
Customer Support Personnel,Sitel, November 2004- April2005
Provided knowledgeable, technical, professional and enthusiastic support to both internal
andExternal customers.
Troubleshot technical related issues in order to help drive quick resolutions within
established guidelines.
Setup and programming for XM satellite radios
Billing questions.
Call Centre Technician, Convergys, December2002 - September 2004
Troubleshooting Cable Internet connectivity issues, network outages also PC issues.
Home networking setups with modems and routers via hardwired also wireless
connections.
Line quality control and testing for damaged cable lines.
Quality issues.
Call Centre Technician, Compaq Computers, August 2000 –September 2002
Troubleshooting all hardware or software related issue with new pc setups.
Provided technical support for hardware replacements and software upgrades.
Took orders for part replacements and OEM products.
Solved minor networking issues and hub/router setups.
Disk Imaging to restore computer OEM software and settings.
References available upon request.
Contact this candidate