Customer Service Technical Support

Romani Iskander

** ***** ****** **. *******, Ontario M1W 3R9

Cell: 416-***-**** Email: ******.********@*****.***

EDUCATION

Sept 2006 – Dec 2008 Computer Programmer

Centennial College Toronto, Ontario.

Technical Knowledge:

Java, Objective C, C#.net, VB.Net, ASP.net, Access, Flash, Systems Analysis including all UML Diagrams, Silver light, Microsoft office software (Word, Excel, Access, Outlook and PowerPoint), Windows XP, Windows Vista and Windows 7.

WORK EXPERIENCE

Mar 2015 – Sep 2015 Telehop

Technical Support Analyst

●Provided technical support to various corporate clients through phone and email.

●Resolved connectivity issues on many platforms and devices.

●Created training documentation and trained individuals in Toronto and the Philippines.

●Provisioned and tested the devices as per the companies needs based on the contract/SLA.

●Modified and updated the system along with the lead developer to ensure the system meets the needs of the clients.

●Generated sales and new contracts for the company on a monthly basis.

●Updated accounts and modified services for corporate clients as per their requirements.

●Prepared reports for management review on a weekly basis.

●Provided after hours support to enterprise customers through phone or email.

Feb 2014 – Jan 2015 Procom/CIBC

Technical Support Analyst

●Provided technical support to corporate and branch clients

●Resolved PC issues, in house software issues, mainframe, Network printers, VPN, Blackberry issues (BES), Good app, Voip phone issues etc.

●Provided excellent phone and email support in a professional and diligent manner at all times

●Document policies, procedures and issues in ticketing system as well as provide required updates to the internal knowledge base

Aug 2013 – Feb 2014 Freelance Agent

For various business

●Provided technical assistance and software development/maintenance to small businesses

Sept 2012 – Aug 2013 IBM

Technical Support Analyst

●Provided technical support to a wide range of corporate clients

●Resolved technical issues related to hardware/software, operating systems and connectivity

●Provided excellent phone and email support in a professional and diligent manner at all times

●Always monitored and improved SLA (service level agreement) to make sure my target was met on a weekly basis

June 2011 – Aug 2012 Capital One/Apple One

Customer Support Agent

●Provided customer service to all Capital One customers and was awarded several times for excellent customer service.

Oct 2010 – Apr 2011 Logitech/Google TV

Technical Support Agent

●Troubleshooted connectivity issues on a full range of personal computers, networks, Televisions and Home Theater setup for Google TV.

●Always exceeded goals in quality, adherence and product knowledge.

●Always provided excellent customer service on every call, average quality score on a monthly basis is 90-100%.

●Used a systematic approach as outlined by the company to solve technical Issues in a professional manner for all customers.

Qualifications

●Excellent Problem solving and communication skills.

●Ability to work flexible hours including days, evenings and week-ends.

●Excellent multitasking abilities.

●Punctual and committed to work schedules.

●All Microsoft Operating systems, MS Word, Excel, Publisher, Access, PowerPoint and Outlook.

●Fluent in all Microsoft Visual Studio versions from 2003-2013.

●Knowledgeable in Adobe Photoshop, Dreamweaver, Illustrator and Flash.

Contact this candidate