Technical Support Customer Service

RAVI NAGRA

* ****** ***, ********, *******. L*A-*Z2 • (H): 905-***-**** • C: (416) 400 - 8242

acro9s@r.postjobfree.com

PROFILE

Experienced IT Professional specializing in providing client support for multiple platforms. Proven expertise in supporting and troubleshooting hardware, software and networking issues for retail infrastructure. Excellent communication, customer service and diagnostic skills.

TECHNICAL PROFICIENCIES

Certifications:

MCSA, MCP, MCTS, MCDST, CompTIA Linux+, CompTIA Network + and CompTIA A+

Operating Systems:

Windows XP/Vista/7 Professional and Enterprise, Windows Server 2003/2008, Unix and Linux

Hardware:

Cisco 3600/3000/2600/1600 series Routers, Cisco 2900 series switches, 3com and netgear switches, Hubs, laptops, workstations and servers (HP, Dell, IBM, Compaq), Barracuda and Sonic Firewalls, RAID, SCSI, modems, Network cards, Memory, UPS, Printers, Scanners etc.

Software:

SAP, AS 400, MS Exchange 2007/2010, MS SQL 2005/2008, MS Dynamics AX Retail (AOS, TXT, FRX, ATLAS), MS office 2003/2007/2010 suites, Windows Terminal Server, McAfee, Norton and Symantec, Adobe Acrobat, Seagate Backup Exec, Global Store, Retek, Lawson, BES, VMware, Citrix and LanDESK

PROFESSIONAL EXPERIENCE

Computer Troubleshooters Richmond Hill, ON

Consultant 2013 – 2015

Identify, troubleshoot, and analyze computer related issues. Determine appropriate course of action, and conduct repairs, modifications, and upgrade internal components and peripherals as needed.

Providing routine support for business applications, MS office suites, BES server, VOIP (Avaya), and Lotus

Notes.

Setup and configured new servers, workstations, laptops, created and granted permissions for user accounts in Active Directory.

Completed regular network backups and audits of network to determine data integrity and security.

Liaison with service providers/vendors in accordance with Service Level Agreements (SLAs).

Compucom Mississauga, ON

Service Desk Analyst 2012 – 2013

Provide advanced level technical support for all POS hardware, software, and peripherals.

Responsible for monitoring and addressing help desk tickets in BMC Remedy, Clarify, Citrix and ServiceNow.

Mass deployment of Windows 7 including data migration from existing operating systems.

Setup and configure workstations, laptops, create and grant permissions for user accounts in Active Directory, SAP and AS400 Kronos.

Responsible for applying patches, software upgrades and group policy updates remotely through SCCM.

RAVI NAGRA acro9s@r.postjobfree.com (C): 416-***-****

HDS Retail North America Toronto, ON

Technical Analyst 2010

Provided technical support and network administration for Head Office infrastructure and the Retail Stores.

Played a key role in deployment of MS Dynamics AX Retail and various components like FRx reporting tools, Enterprise Portal, TXT, AOS servers.

Mass deployed Windows 7 and other software with created image as per client’s requirements.

Worked with the development team in executing test scripts.

Performed UAT and PRE-PROD testing on applications prior to roll out in accordance with QA protocols.

Created training documentation and provided training for key business applications.

Canadian Tire Head Office Toronto, ON

Technical Analyst 2008 – 2009

Responsible for configuring servers for self checkout systems (Fujitsu/USCAN), troubleshoot hardware and software problems and deploying group policies in AD.

Provided on-site and remote technical support for project implementation to various stores across Canada.

Created a lab test environment for a major convention to display the latest USCAN technology.

Tested scenarios in a laboratory environment with QA team and documented discrepancies.

Developed technical documentation for end users and provided training.

Liaised with Regional Technology Engineers, external Help Desk and vendor specialists in seeking solutions to equipment failures.

Fujitsu Canada Inc. Mississauga, ON

Field Engineer 1999 – 2007

Responsible for providing on-site and remote support for POS terminals to various retail companies (Staples, Metro, Loblaws, Canadian Tire, Winners).

Installed, configured and tested Fujitsu TP2K/TP3K and TP5K systems, IBM 4694/ 4695 systems and NCR point of sale devices.

Performed rollouts for new stores, relocation including data migration.

Upgraded servers, routers and switches, workstations as per clients request.

Specialized in support for peripheral devices: printers, scanners, backup devices.

EDUCATION

triOS College Mississauga, ON

Network Specialist, Multi-OS Major 2007

Seneca College Toronto, ON

Electronics Engineering Technology Diploma 1994 -1997

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