Technical Support Software
Resume:
Hamed Azizi Derouei
Thornhill, ON L3T 0C9
Cell: 416-***-****
Email: *****.*****.*******@*****.***
TECHNICAL SUMMARY
O.S: Mac (Snow Leopard, Lion, Mount Lion, Maverick), Linux, Windows (XP, Vista, 7, 8)
Protocols: PO3, IMAP, http and https.
Hardware: Hubs, Routers, Switches and Apple computers.
Software: Adobe Suite, Office, Visio, Sound forge, NetBeans IDE, Eclips and virtual machine.
Database: MySQL.
Networking: TCP/IP, DNS, DHCP and Ethernet.
Others: Java, C++, Java Scripts, PHP and HTML.
PROFESSIONAL EXPERIENCE
Ecobee - Toronto, Ontario August 2014 - Present
Title: Technical Support
• Software and Hardware troubleshooting.
• Establishing networking environment by designing system configuration, directing system installation, defining, documenting, and enforcing system standards.
• Maximizing network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimization.
• Remote support of on-site engineers and end users/customers during installation;
• Stay current with system information, changes and updates.
• Follow up and make scheduled call backs to customers where necessary.
Carbon Computing - Toronto, Ontario Mar 2013 - August 2014
Title: Technical Support - Apple Authorize Service Provider
• Software and Hardware troubleshooting.
• Troubleshoot of iPhoto, Mail, Microsoft office, Adobe software and Sound software.
• On-site and depot repair of computer hardware, iOS devices & related electronics
• Client communication regarding status of service request orders (SRO’s), concerns and product information including but not limited to phone, email and fax
• Paperwork and administration related to the above including creation of client records, SRO’s, PO’s invoices.
• Customer relations and brand advocacy for Carbon Computing and Apple
• Working under pressure and Perform timely repairs.
• Resident expert technician and coach for others.
Environment: Using Mac OSX (10.6, 10.7, 10.8 and 10.9), fixing Mail application and retrieving deleted emails, using data rescue to retrieve deleted files, using carbon copy software and apple hardware test system.
Apple Inc. - Toronto, Ontario Nov 2011- Feb 2013
Title: Genius (Technical Support)
• Software testing and fixing issues with Apple software.
• Hardware and Software troubleshooting.
• Provided customer training.
• Worked under pressure and Perform timely repairs.
• Resident expert and coach for other associates.
Environment: Using Mac OSX (10.6, 10.7, 10.8 and 10.9), Apple ticketing system, Apple hardware Test, Mail Software and IOS hardware test.
Staples Business Depot - Toronto, Ontario Jun 2010 - Nov 2011
Title: Technology Consultant
• Troubleshooting Windows (XP, Vista, 7), Microsoft Office and antivirus.
• Hardware and software testing.
• Setting up new computers.
• Diagnosed hardware and software problems for computers.
• Helping customers to find the right product.
• Answer the customer's questions regarding the technology product.
Environment: Using Windows (XP, Vista and 7), Linux, Microsoft Office programmers, Antivirus software, Malware removing programs and IBM AS 400.
Storage Appliance Corp. - Ontario, Canada Nov 2010 - Mar 2011
Title: Technical Support
• Software and Hardware troubleshooting for clickfree product (backup solution for pc and mac).
• Troubleshooting customer’s issues with a backup device.
• Providing information about clickfree products.
• Helping customers to find the right backup product.
Environment: Used Windows (XP, Vista and 7), Mac OSX (10.4, 10.5 and 10.6), Linux, Salesforce, firewall and antivirus programs.
TSC Corporation Jan 2005 - Feb 2006
Title: Computer Technician
• Troubleshooting hardware, software and network.
• Maintaining log and/or list of required repairs and maintenance.
• Providing orientation to new users of existing technology.
• Providing individual training and support on request.
• Setting up workstations.
• Connecting and set up hardware.
• Providing network accounts and passwords as required.
• Monitoring security of all technology.
Environment: Used Windows (XP, Vista), Linux, Antivirus and Firewall.
Saint Louis University - Madrid, Spain Sep. 2003 - Jan 2005
Title: Lab Coordinator
• Troubleshooting hardware, software and network
• Installing fresh operating systems
• Troubleshooting operating systems on the computer labs
• Installing Antivirus on the lab computers
• Monitoring the Internet activities
• Familiarizing the new students with the system
Environment: Used Windows (XP, Vista), AutoCAD and Antivirus.
EDUCATION
• University of New Brunswick -- Bachelor, Computer Science, 2006 - 2010
• Saint Louis University (Madrid Campus) -- Bachelor (Not Completed), Electrical Engineering, 2003 – 2005
CERTIFICATION
• Latest IMAC Certification (Apple Certified)
• ACMT Certification (Apple Certified Mac Technician)
• Retina Machine Certification (Apple Certified)
• FRS Certification for mobile (iOS-iPhone/iPod/iPad Certified)
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