Customer Service Manager

Satya Prakash

************@******.*** ** Lansdowne Dr. Brampton, ON. 905-***-****

Summary of Qualifications

Effective communication, customer service and management skills;

Experienced in Administrative management, Technical Support, Team Leadership, IT, Logistics, Inventory Control, Operations and Planning, Troubleshooting and problem solving

Experience

Vocera Communications 8 Market St. Toronto, ON

Tech Support Engineer II – Aug. 2014 - Present

Provided exceptional customer support over the phone, Email and remote support tools troubleshooting for proprietary mission critical voice and messaging devices, application and server communications to premier and standard customers, primarily in the healthcare industry. Troubleshoot integrations between nurse call and Vocera systems and other applications.

Review logs and isolate problem source if PBX/LAN/SIP/Security/Vocera and work with customers and other teams to come up with resolutions.

Writing Knowledge base articles for issues uncovered during troubleshooting, support calls or reported issues

Assist with OOB software testing prior to production/public releases

Built VMware ESXi hosts, with over 20 VMs running Windows 2008 R2 Servers, SQL Clusters, Vocera Voice, SIP and Messaging clustered servers hosting training sessions and Virtual LABs to replicate customer reported issues to troubleshoot for resolutions.

Filing bug and feature requests uncovered during troubleshoot and from customer requests

Create TOI content for training of new employees.

Leveraging knowledge and team expertise troubleshoot Wi-Fi connectivity at customer sites, using various tools.

Troubleshoot AD, DNS,DHCP, TCP connectivity issues on customer networks relative to Vocera services

Using Salesforce.com to create, update and track knowledge articles, sending KBs content to qualified customers and ticketing.

Vocera Communications 8 Market St. Toronto, ON

Systems Analyst – Jan. 2014 – Aug. 2014

As a contractor at Vocera, my primary responsibilities are to provide Active Directory, systems, network, application and installations support to the Canadian office users and coordinate, plan and work with contractors and the San Jose Head office to complete network maintenance and infrastructure upgrades and installations.

Using a ticketing system, setup tickets for customer cases and, using salesforce.com to assist in receiving and entering RMA.

Build Virtual labs using VMware to simulate customer environment to assist internal tech support to trouble shoot issues with communications platform implementations and installations

Responsible for the 2014 Hardware refresh of laptops, Macs and high end Desktop systems

Del’s Pastry Limited 344 Bering Ave. Toronto, ON

IT Administrator, Customer Service and Logistics coordinator Oct. 2004 – Sept. 2013

Developed, implemented and maintained the company’s food defense strategy to meet FDA requirements.

Process auditor for food defense, food safety and recall implementation and continuous improvement plan.

Provided exceptional customer service, both internal and external at various levels.

Responsible for ensuring all orders received are processed, scheduled, produced, stored in compliance with company policies and are in specifications and ready for delivery on time within North America.

Manage and Coordinate movement of ingredients, materials and finished product to storage, production and warehouse facilities and customer locations within specified timelines

Design and maintain a number of excel spreadsheets to assist in order processing, production scheduling, deliveries and ingredient procurement.

Liaise with all levels of management and carriers to provide cost effective transportation to meet customer requirements

Developed and enhanced the existing process controls in order processing and production management to comply with CFIA requirements

Train new employees as required in various aspects of their roles.

Setup, enhanced, administered, troubleshoot and supported the company’s network infrastructure, mobile, security, time and attendance, meridian phone systems, desktop and printing systems; providing application and hardware installation and user support for over 40 users.

Special application installation, maintenance and support – SAP Business One, EDI, Genesis Nutritional Analysis, Bartender, Time and Attendance, Keyscan and Paymate Payroll, software applications.

Systems analysis, evaluation and implementation.

Implemented and Maintain label printing system in accordance to GS1 requirements.

Other duties as requested

Welded Tube of Canada 111 Rayette Road, Concord, ON.

Windows Administrator Jan. 2002 – Feb. 2004

Provided desktop software and hardware support to over 200 users using windows 98, ME and XP.

Work with the payroll department to coordinate repairs, troubleshooting and resolve issues with the corporate time and attendance system.

Responsible for generating payroll reports for hourly paid employees using Ceridian N Sync Blue and crystal reports.

Update and maintained the company’s electronic access control systems.

Setup and maintain online logistical systems software and hardware to track and schedule shipments.

Improves user productivity on systems by scheduling and providing training for software applications.

Troubleshoot and resolve network issues locally or between locations.

Implemented a PC asset inventory and internet restriction system.

Maksteel 7651 Torbram Rd. Mississauga, ON.

Network Administrator, IT Support & Billing Clerk Mar. 1997 – Dec. 2001

Implemented preventative maintenance plans, enhancing user support resulting in reduced service delays and down time by up to 65%.

Designed, implemented, maintained and monitor an enterprise wide backup system, time and attendance and with daily backup verification.

Implemented Netware 5, migrating from and IPX based network to an IP environment resulting in a more efficient and secure use of network bandwidth.

Key player in a Baan system implementation, responsible for network infrastructure in two divisions and over 400 desktop, users and peripheral readiness

Managed a two man IT department setting up, maintaining and administering several enterprise Windows and Netware servers, responsible for supporting approximately 500 desktop users across 5 divisions using DOS, Windows 9x, 2000 and Windows NT.

Assisted in the redesigning and implementation of the enterprise network infrastructure – wired and wireless and an enterprise wide document archiving system.

Maintain, troubleshoot and resolve communications issues between divisions, Teklogix RF systems and units and histogram systems to adhere to ISO production documentation requirements.

Assisted in Lotus Notes, Linux and SQL server maintenance and administration.

Monitor corporate phone systems using MAT and provide requested reports to managers.

Assist QA in maintaining documentation and develop applicable forms and controls consistent to ISO requirements.

Assisted users with AIX/BBX systems programming errors.

Generate Bills of Lading and barcodes on a timely fashion.

Package and label materials in strict accordance to ISO standards.

Ensure correct materials are loaded onto trailers.

Monthly safety inspection reports submitted to Health and Safety Manager.

Other duties as needed or requested.

Education:

Sheridan College

Currently Studying IT Operations / A+/ UNIX/Linux and Database certificates

1995 – 1997 Accounting and Computer systems courses.

Polar Bear Training Institute (PBSC)

1999 – 2003 Novell Netware 4 & 5 / Notes and Domino Server / Windows XP

Chinguacousy Secondary School

1990 – 1994 Ontario Secondary school diploma.

Vocera Communications – San Jose CA

2014 – 2014 Voice & Messaging Services Training and Troubleshooting HIPAA and Information Security Training

Prevent Harassment, Ethics & Code of Conduct

Blood Borne Pathogens

Certifications:

Raymond Reach and Counterbalance certified (2013)

Lexmark Laser Printer Warranty and non-Warranty Service

Ontario Health and Safety Board Certificate (1998 – 1999)

Workplace Hazardous Materials Information Systems training (1996)

Volunteer:

Children’s Aid Society of Brampton

Santa Clause Parade (Brampton)

United Way Campaign (Brampton)

References:

Available upon request

Contact this candidate