Customer Service Manager

Andre Allwood

Profile

An energetic New Graduate Network Security Professional and Network Administrator with strong networking skills Experienced in private companies and academic milieus, strong attention to details, good interpersonal skills, highly self- motivated and directed, able to quickly learn and adopt new technologies

Educational Background

Network Security Professional

Diploma

Willis College, Ottawa, On

Key Courses:

A+, Network+, MS Windows 7, MS Windows 8.1

Windows Server 2012-20410D, 20411D, 20412D

CCNA - Certified Cisco Network Administrator

Linux, Exchange Server 2013-20341B, Fortinet devices

Professional Development

Fortinet devices, Linux, CCNA Willis College Ottawa, On

Applied Experience

Reference # 6

Willis College

Project: Deploy and manage Exchange Server 2013-20341D

Ottawa, On

Jun 2015 – Jun 2015

Network Security Professional / Network Administrator

Evaluated requirements and prerequisites for an Exchange Server 2013 installation

Configured mailbox servers and managed recipient Objects

Planned, and deployed client access servers

Planned and configured messaging client connectivity, message transport and message security

Implemented high availability and disaster recovery for Exchange Server 2013

Configured Administrative Security and Auditing and monitored and troubleshot Exchange Server 2013

Environment: Microsoft Windows Exchange Server 2013-20341D, servers, disaster recovery

Professional Experience

Reference # 5

Marketing Solutions

Ottawa, Ont.

Nov 2015 - Dec 2015

Call Center Agent

Determined requirements by working with customers

Answered inquiries by clarifying desired information, researched, located and provided information

Resolved problems by clarifying issues, researched and explored answers and alternative solutions, implemented solutions and escalated unresolved problems

Fulfilled requests by clarifying desired information, completing transactions and forwarding requests

Sold additional services by recognizing opportunities to up-sell accounts, while explaining new features

Maintained call center database by entering information

Kept equipment operational by following established procedures and reporting malfunctions

Updated job knowledge by participating in educational opportunities

Enhanced organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments

Reference #4

Self – Employed

Client: Willis College

Ottawa, On

Oct 2014 – Dec 2014

Network Security Professional / Network Administrator

Monitored computer networks for security threats or unauthorized users and identified compromised machines and reported on security measures taken to address threats

Analyzed security risks and developed response procedures, tested software deployment tools, firewalls and intrusion detection systems

Researched, evaluated, recommended and implemented security devices and installed computer security software, conducted regular security audits, prepared security status reports, educated users on computer security, created security documentation for users, assisted in disaster recovery and gathering evidence regarding cyber crimes

Deployed and managed Windows server 2012

Installed Domain Controllers

Managed Active Directory Domain Services Objects

Automated ADDS Administration by using Windows Power Shell

Implemented IPV4, DHCP, DNS and IPV6

Configured Redundant Storage Space

Implemented File and Print Services

Secured windows Server by using Group Policy Objects

Configured App locker and windows Firewall

Implemented Server Virtualization with Hyper-V

Ensured functionalities were implemented according to specifications

Environment: Windows Server 2012-20410D, domain controllers, Active Directory, Windows PowerShell, Group Policy, firewalls, Virtualization, Hyper-V

Reference #3

Soul Restaurant Canada

Ottawa, On

Aug 2010 – Jan 2014

Shift Manager / Food Services Manager

Responsible for customer service and checkout area, for prompt and accurate processing of customer orders

Supervised staff to ensure loss prevention systems and procedures were performed according to guidelines

Calculated daily/ shift payments received and reconciled with total sales, made daily bank deposits and balanced in a timely, efficient, professional and accurate manner adhering to established regulations

Verified and balanced the accuracy of the count sheets, issued the required floats and receivables, verified weekly cash orders and performed suggestive selling

Strictly adhered to departmental rules and regulations regarding the handling of all cash

Complied with safety procedures including, use of required safety equipment, and identified unsafe practices or conditions in the work place

Supervised Soul Restaurants operations, regularly to ensure compliance with security policies and procedures in order to secure company assets

Environment: IBM Sure POS systems, Microsoft Office, MS Outlook

Reference #2

Giuseppina Palace

Ottawa, On

Oct 2009 - Aug 2010

Server

Set up banquet rooms and halls as per instructions from the Event Manager, prepared rooms in terms of adjusting lights and setting appropriate temperature and ensured that all decorations had been set in accordance to the instructions

Made sure that tables were set with linen, dishware and flatware, filled glasses with water before guests arrived and refilled them during the course of the event

Greeted guests in a cordial manner as they arrived, offered welcome drinks and asked guests if they needed any additional items

Set banquet tables with dishes, carried food trays to the tables, ensured food was replenished efficiently

Delivered beverages as per guests’ instructions and anticipated guest needs continually and fulfilled them appropriately

Cleared dishes and flatware once the event had ended, then cleaned premises along with stripping table cloths and napkins and taking down decorations as instructed

Reference #1

Cell World Canada

Ottawa, On

Dec 2008 – Oct 2009

Customer Service Representative / Help Desk Representative

Dealt directly with customers by telephone, electronically and face to face, responded promptly to customer inquiries, handled and resolved customer complaints

Obtained and evaluated all relevant information to handle product and service inquiries, provided pricing and delivery information

Performed customer verifications, set up new customer accounts, processed orders, forms, applications and requests

Organized workflow to meet customer timeframes and directed requests and unresolved issues to the designated resource

Managed customers' accounts, kept records of customer interactions and transactions, recorded details of inquiries, comments and complaints, details of actions taken

Prepared and distributed customer activity reports

Maintained customer databases and managed administration

Communicated and coordinated with internal department and followed up on customer interactions

Provided feedback on the efficiency of the customer service process

Skills and Attributes

Network Security Tools and Knowledge

Domain Controllers, Server Virtualization with Hyper-V

ADDS Administration, Windows Power Shell, IPV4, DHCP

DNS, IPV6, Redundant Storage Space, File and Print Services, Windows Server, Group Policy Objects, Windows Firewall

Active Directory Domain Services Objects, Windows Server 2012, Hyper-V

Office Tools

MSOffice 95/97/2000/XP/XP Prof/Vista, Excel, MS Outlook,, Internet Explorer

Operating Systems Knowledge?

Windows Server 2012-20410D, 20411D, 20412D, Linux

Language Skills

English

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