Customer Service Support

Ravi Litt

IT Professional

Calgary, AB

*************@*******.*** - 587-***-****

Experienced IT professional in Windows and Networking with a good knowledge of TCP/IP and in diagnosing, repairing and servicing laptops and desktops.

Ongoing Network and Database Management (NDM) diploma at CDI College. Strong Project & People management skills, highly professional, capable of working independently with minimum supervision, proven track of customer services. Ingrained confidence, adaptability, maturity and tact due to wide experience of crisis management on a virtually daily basis, resulting in the ability to handle multiple functions and activities in a high pressure environment and to identify and prioritize tasks at hand. Strong outgoing personality, friendly, and a great team player. WORK EXPERIENCE

Sales Associate

Hudson Bay, Chinook Mall - 2014 to 2015

Greeted customers and determined their needs and wants

• Discussed type, quality and number of merchandise required for purchase

• Recommended merchandise based on individual requirements

• Provided advice to clients regarding particular products or services

• Explained the use and advantage of merchandise to customers

• Answered customers' queries and concerns

• Assisted in display of merchandise

Cisco Trainer

KOENIG SOLUTIONS LTD - New Delhi, Delhi - 2013 to 2013 Trained international students for Cisco Security Certification

• Took on-site trainings for Cisco Security and Routing & Switching, either certification training or customized, with very satisfied student feedback

• Also studied Wireshark, Symantec Enterprise security Sr. Support Engineer

SWITCHING CONCEPTS PVT LTD - New Delhi, Delhi - 2011 to 2013 Responsible for handling a team of support engineers

• Supervising the installation and commissioning of networking projects

• Providing in-house training for support engineers

• Providing support for day to day activities and troubleshooting as and when required

• Successfully implemented projects for -

o BIBCOL (Bharat Immunologicals and Biologicals Corporation Limited) -

* Implemented LAN connectivity in a Campus Network

* Installation and configuration of HP ML 350G6 server

* Installed Active Directory and other network services

* Configured LAN security, Group Policy and User privileges o Delhi Police -

* Implemented LAN connectivity in 3 Police Stations

* Installed HP MSA1000 NAS server

* Configured Routers (2800 and 3600 Series) for leased line connectivity and security

* Configured Cisco Switches (2900 Series) for VTP, VLAN and STP o CIRC (Cuts Institute for Regularization and Competition) -

* Implemented the LAN network for the entire office

* Installed and configured HP ML360G6 server

* Configured basic switch security

Sr. Technical Trainer (Technology Specialist)

Indian Institute of Job-Oriented Training (IIJT) Ltd - New Delhi, Delhi - 2008 to 2011 Responsibilities

• Member of the R&D Team of IIJT, primarily concerned with developing, researching and organizing in house development of different courses for the organization as well as researching and launching new courses for the same

• Designing and conducting customized training programs and ensuring that training & development initiatives are aligned with the organizational goals and culture by utilizing contemporary pedagogy, learning tools and methodology

• Responsible for updating and training the Trainers for the North zone of IIJT with the latest information for the curriculum and course updates including latest certifications

• Assigned with the task of taking Technical Interviews for IIJT (Infotech) North Zone

• Accountable for training students regarding the latest industrial scenario and latest updates

• Conducting classes for A+, N+, MCSE, CCNA, CWNA, Security+ (when required)

• Entrusted with the onus of taking doubt clearing sessions for the same and giving practical demonstration of these subjects

Technical Trainer

Institute of Advanced Computing & Management Ltd - New Delhi, Delhi - 2007 to 2008 Responsibilities

• Taught MCSE and CCNA and undertook Seminars related to MCSE and CCNA

• Organized doubt clearing sessions and gave practical demonstration of subjects

• Took introduction classes for VoIP, Wi-Fi, CCNP: BCRAN and Network Security, also trained students about the latest industrial scenarios Network Engineer

Punjab Telesystems Pvt Ltd - New Delhi, Delhi - 2005 to 2007 Responsibilities

• Facilitated support and troubleshoot Local Area Connections in office premises while providing support and troubleshooting the WAN connections connecting the different branch offices

• Provided support for configuring the routers for the WAN connections and created and supported different subnets and provided IP addresses

• Pivotal in maintaining the cabling for the LAN and WAN connections and managing Network Printers

• Installation & Configuration of CISCO 2500, 2600 series routers.

• Managing Cisco switches like Catalyst 1900, 2900 series Technical support officer (Level 2)

Convergys India Ltd. (Microsoft Customer Support) - Gurgaon, Haryana - 2005 to 2005 Responsibilities

• Trained by Microsoft professionals for Windows 95, 98, 98SE, XP and Windows 2000 Server support

• Provided client support in troubleshooting hardware software issues and virus removal

• Remote Online support for troubleshooting Windows servers

• Structural infrastructure support for servers including LAN and WAN EDUCATION

Diploma in Networking & Database Management

CDI College - Calgary, AB

2014 to 2016

Bachelor of Engineering in Electronics and Communication Bangalore University - Bangalore, Karnataka

1997 to 2001

SKILLS

• LAN, WAN and Wireless setups • Hardware Installation and Configuration including Server Installation and Upgrading, NAS installation and management • Desktop and user support, software diagnosis and troubleshooting, software installations, Backup and restoring, anti-virus management • Remote server management and Disaster recovery • Adept in Cisco Routers (2500, 2600,2800, 3600 series), Switches

(2900, 3500 Series) • Configured Routers for leased line connectivity • Installation and configuration of HP ML 350G6 server, HP MSA 1000 NAS server • Familiar with VMware ESX server • Working knowledge of Security+, CCNP, CWNA, Firewalls, VoIP • Desktop OS – Windows XP, 7 and 8 • Server OS – Server 2003, 2008 and 2012 (R2) • Functional knowledge of installing and managing Exchange Server 2003, 2007, ISA server (2000, 2004, 2006), configuring Certificate Authority and Managing Security Policies, DNS, WINS, RAS, VPN, RIS, NAT Servers and Active Directory • Skilled in configuring WAN Network technologies (ISDN BRI, ISDN PRI, PPP, Frame Relay, PPP Authentication, PPP Compression, PPP Multilink), designing IP Addressing, Sub-netting, Super-netting, VLSM for networks (Classless and Classful), configuring NAT

(Static, Dynamic, PAT), DHCP, DHCP Relay Agent, DNS on Cisco Routers and in configuring routers through CISCO SDM and CCP

CERTIFICATIONS

Microsoft Certified Server Administrator

June 2013 to Present

Cisco Certified Network Associate

June 2013 to June 2016

CompTIA Network+

July 2015 to July 2018

ADDITIONAL INFORMATION

Highlights of Qualifications:

• Supervised and trained for customer service, technical support and telephonic etiquettes in Switching Concepts

• Leadership abilities and a great team player, who works well independently as well as in a team setup

• Highly organized, professional work ethic, prepared to "go the extra mile"

• Strong analytical and problem solving skills, able to work under pressure to meet deadlines

• Supervised a team of 6 trainers in IIJT and more than 30 field support engineers in Switching Concepts

• Provided internal upgrading of employees in Windows and Cisco Routers and Switches

• Proven ability to provide courteous and respectful customer service and support, received very satisfied service feedbacks on customer feedback surveys in Convergys India working for Microsoft support, North American region

• Supported a team of more than 30 field support engineers in a 24x7 environment in the field and at client sites in Switching Concepts

Achievements:

• Awarded as Employee of the month 5 times and 3 months in a row in Convergys India

• Awarded as Best Trainer In IIJT consistently

• Awarded as The Best team performance for my team of 6 trainers based on overall team performance including student satisfaction surveys

• Developed course content and delivery system for students in IIJT for new courses and updating existing ones (one of the four chosen in the entire county)

• Trained the trainers for upgrading and for newer courses as a Senior Trainer in IIJT

• Conducted interviews for the trainer for the entire North Zone locations in IIJT

• Trained employees in Switching concepts in different technologies

• Freelance training and technical writing projects

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