Customer Service Active Directory

Money Behl

* ******* ********, ********, **, L*V 4T4

647-***-****

*********@*****.***

Profile

To secure a position that would utilize and develop my technical skills while making a valuable contribution to your

organisation with my varied work experience and strong troubleshooting skills. An IT graduate with hands-on

experience with Windows and Linux operating systems, Mac OS, Windows servers, software and hardware installation

and configuration, and system backup. Excellent technical troubleshooting capability to maintain smooth system

operations. If I find myself with a task I have never encountered before, I can research and implement an effective

solution. This approach gives me the extra fuel to tackle challenging tasks and go the extra mile to successfully

complete them.

Technical Skills

Networking

• Set up, configured and maintained wired and wireless networks and network printers

• Knowledge of IP sub-netting

• Identify and understand OSI layers and knowledgeable of networking topologies

• Administered a Local Area Network

• Good understanding of workstation platforms, distributed applications, servers, operating systems and

networking systems such as Linux and Windows Workstation/Server

Hardware

• Operating Systems: Windows, UNIX/Linux, Mac OS

• Possess a sound understanding of personal computer components; build and upgrade PC’s

• Adept at troubleshooting and problem-solving technical issues

Software

• Basis programming languages knowledge: Java, HTML, PHP, C, C++, C# and Objective C

• Develop well-designed, robust, reliable, networked mobile Java applications for Android and BlackBerry

devices and Objective C for iPhone devices

• Database: MS Access, SQL, Oracle

• Applications: Microsoft Office, Outlook, Visio, Dreamweaver, Photoshop

• Learn and implement new technologies easily

Other Skills

• Consistently demonstrate friendly efficient customer service in person, by phone and email

• Communicate effectively with technical and non-technical people in a diverse workplace culture

• An contributing team player who also works well independently with minimal supervision

• Leadership skills lead 3rd year “Capstone” graduation project

Money Behl

8 Fishing Crescent, Brampton. Ph.: 647-***-****. *********@*****.***

Page 2

Education

Computer System Technology Software Programmer and Networking Eng. [Co-op]

Sheridan College, Brampton

Advance Diploma

(Jan 2010 – December 2012)

Work Experience

Services Coordinator

Metafore, Toronto

June 2014 – Jan 2015

• Dispatching of service call to appropriate field technician or National Service Partners using the Scheduling

tool based on contract and levels of service, availability, and skill set

• Respond to client and business partner (IBM, HP, Lexmark) requests received via phone, email and/or system

• Maintain and complete accurate updates using systems – FSA and AX

• Collaborate with other team members to ensure that client needs are fulfilled in a timely and efficient manner

• Manage service calls to drive every service incident to completion while ensuring that Service Level

commitments and customer satisfaction are met

• Take initiative to ensure team objectives are met

• Provide support to our National Service Partners to ensure excellence in customer service and satisfaction via

timely communications and regular incident updates.

• Ensure accurate and timely information is captured in the system to facilitate timely and cost effective

dispatching of field technicians and national service partners.

• Communicate escalations to the appropriate manager or team lead for immediate resolution

Preventative Maintenance Team, Part Time

(January 2011 – Present)

Sheridan College, Brampton

• Consistently demonstrated effective, friendly customer service

• Assisted students and staff with software installation and use

• Troubleshooting staff and student laptops; replaced and upgraded hardware

• Ensured all network access locations on campus had proper functionality

• Maintained and troubleshoot classroom audio/visual learning aids

• Responsible for maintaining student open access desktops

• Utilized helpdesk ticketing system accurately and efficiently

• Created and updated inventory documents

Money Behl

8 Fishing Crescent, Brampton. Ph.: 647-***-****. *********@*****.***

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Service Delivery Specialist, End User Support

Ricoh, Mississauga (For Loblaws)

March 2013 – April 2014

• Responsible for delivering Ricoh Managed Document Services in accordance to client contract. SLA and

Statement of work specifications in accordance with Ricoh MDS delivery standards.

• Monitor Remedy queues for service calls placed by the Customer helpdesk with Ricoh for repairs.

• Assess calls in the “Repair” queue for potential resolution over the phone and take action.

• For calls that require a Ricoh service technician to go onsite, open service tickets in a timely fashion in the

Ricoh system.

• Follow up with Ricoh techs to make sure that printers are repaired in timely fashion to minimize the

downtime, update the remedy tickets and users accordingly.

• Assist customer staff with connecting to devices and installing print drivers.

• Provide how-to support and ad-hoc training to location staff, and by phone to remote customer staff.

• Deployment and testing of printers all over Canada for Loblaw stores.

• Manage secure printers print permissions through Active Directory.

• Identify, diagnose and troubleshoot print issues, engaging other customer and Ricoh resources

Service Delivery Specialist (Co-op#3)

(May 2012 – August 2012)

RICOH, Mississauga, ON

• Manage service accounts by monitoring remedy queues for service calls placed by the Customer helpdesk

with Ricoh for repairs.

• On-Site support by assisting users to add printers on their workstations.

• Customer technical problem solving

• Identify, diagnose and troubleshoot print issues, engaging other customer and Ricoh resources

• Provide printer access to the users using Active directory.

• Handled three different clients i.e. Sun life Insurance, BRP and Loblaw’s

• Installed and configured printers remotely in different locations all over Canada.

• Created Location maps using MS Visio.

Laptop and Classroom Support Technologist (Co-op#2)

(September 2011 – January 2012)

Sheridan College, Mississauga Campus, ON

• Activated clients’ computers over Sheridan activation system

• Accessed and maintained users profile form the active directory account (Unix base platform )

• Assisted students with connecting laptop to the Sheridan print server

• Troubleshot and repaired Learning commons desktops

• Deployed software on students’ laptops from Sheridan application repository

• Reimaged desktop computers using Ghost cast server

• Created and followed up on helpdesk ticketing system (PeopleSoft)

• Assisted students with different application support using technical skills

• Worked with UNIX Server (atlas) to access and reset students’ profiles for Active Directory

Money Behl

8 Fishing Crescent, Brampton. Ph.: 647-***-****. *********@*****.***

Page 4

Laptop and Classroom Support Technologist (Co-op #1)

(December 2009 – May 2010)

Sheridan College, Brampton, ON

• Activated clients’ computers over Sheridan activation system

• Accessed and maintained users profile form the active directory account (Unix base platform)

• Assisted students with connecting laptop to the Sheridan print server

• Troubleshot and repaired Learning commons desktops

• Deployed software on students’ laptops from Sheridan application repository

• Reimaged desktop computers using Ghost cast server

• Created and followed up on helpdesk ticketing system (PeopleSoft)

Certifications

• A+

• ITIL

• MCSA

• MCP

References

Available Upon Request

Contact this candidate