Customer Service System

Smit Bhatt

**********@*****.*** * #***, **** ** Ave NW, Edmonton, AB- T6l 6S6 * 587-***-****

SUMMARY OF QUALIFICATIONS

A well-presented, well-mannered and articulate helpdesk support professional with extensive experience of performing diagnostics and resolving technical problems via telephone, e-mail and one to one. Having a proven track record of successfully finding the root causes of problems, resolving them or forwarding suggestions for improvements. A problem solver who enjoys a challenge and can work well under pressure and who possesses strong customer service skills, good communication skills and attention to detail. Looking for a company which will challenge my problem solving skills and allow me to continue to develop my knowledge and potential.

WORK EXPERIENCE

Digital Communications Group – Edmonton.

Helpdesk and Network Administrator Sept 2013 – Present

Duties:

Perform network design and follow the protocol to finish network setup.

Implement memos and policies for administration, performance and disaster recovery.

Installation, Configuration, maintenance and troubleshooting of end user workstation hardware, software and peripheral devices.

Interact and negotiate with Vendors for IT products. Vendors are CDW, Tiger Direct.

Updating Support documentations.

Managing Servers which includes Mail server, FTP server, BES- server, Domain Controller, 4D POS server and Secondary Domain Controller.

VMWARE ESXi environment which cover two servers BES and Second domain controller.

Handling security solutions including firewalls.

Microsoft Office Suit 2003- 2013.

Network connectivity to workstations.

Network printer and mobile device support for 300+ users.

Microsoft Audit in company. Last Audit Completed on 2014.

Perform System Backup and Recovery.

Handling incoming incidents via the Phone, Email or over the phone to 300 users.

Upgrades and updates as recommended to all Servers and work stations.

POS Support to 45 Stores around Alberta and BC.

Handling all IT work of all stores.

User creations and maintenance in KERIO Mail Server.

Remote Support and available on call for around the clock.

DVR Security System Installation with remote links to all type of devices.

Espire Technologies

IT support Technician August 2009 – Sept 2010.

Duties:

SAP ERP Installation.

SAP ECC 6.0 updates, patches and register.

User Maintenance.

Backup, disaster recover, back up testing.

Schedule background jobs.

Local certifications SAP Basis.

HCL Technologies

ASP.Net Programmer Jan-2009 – August 2009

ASP.Net Developer with C# with SQL as Background database.

MCP-70528 certification for Microsoft Framework 3.5.

Successfully deployed Project with team of 4 people named Human Resource Management System.

KEY SKILLS AND Experience with Digital Communication Group and Espire Technologies:

3 Years’ experience with Tier 2 and Tier 3 Support of Servers and Technology.

2 years’ experience with VMWare hosted Server Environment.

2 years of working and 1 year Education experience with Microsoft Server 2008 and 2012.

2 years with Active Directory.

3 years With DNS, DHCP, Router Configuration, SONICWALL.

2 years’ experience with Documenting and follow Standard procedure for System Administration.

3 Years with Network Management.

3 Years with working and 2 year educational experience for all platform system installation.

2 Years with Backup System Administration.

2 Year with Disaster recover, Backup Testing.

2 year with maintaining and managing Email system.

2 years’ experience with Back end system of SQL Server and KERIO messaging System.

EDUCATION:

Diploma in Computer Network System – System Technician Jan- 2011 to Dec 2012.

Mohawk College, Ontario- Canada,

B.E. Computer Engineering, Gujarat University June 2005 – June 2009.

References available on request.

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