Technical Support Management

TECHNICAL SUPPORT ANALYST

Qualifications Profile

Highly analytical, performance-focused and results-driven professional with broad-based experience in handling technical support evaluations encompassing network issues, software configurations and system testing. Demonstrate proven capability to drive organizational success and achieve business goals and objectives. Leverage industry knowledge in addressing real-world business opportunities and challenges; as well as in formulating and implementing process improvement initiatives toward operational productivity and efficiency. Display strong work ethic, coupled with the ability to accomplish projects in a timely manner without compromising service quality. Possess excellent interpersonal, organizational and communication skills; bilingual in English and Hindi.

Areas of Expertise

Troubleshooting System and Process Improvement Program Management Conflict Resolution

Team Management and Leadership Evaluation and Analysis Report Generation and Documentation

Professional Experience

WINCOR NIXDORF CANADA INC. Mississauga, ON, Canada

Technical Support Analyst Apr 2013–Oct 2015

Render effectual support to business clients by promptly responding to phone calls, emails and in-person concerns.

Leverage technical expertise in providing remote support for cash recycler machines and store electronic shelf (SES) label system software and hardware.

Manage the installation, configuration and testing of various software and retail computer POS systems and evaluate peripheral appendage functionality; while also fixing software issues by running scripts on remote computer POS systems.

Offer technical support to business internet and network issues, including troubleshooting modem and routers.

Closely coordinate with vendors to repair or replace defective software and hardware.

Made significant contributions to the swift resolution of issues through phone or email, thus significantly decreasing technical dispatch service requests and costs for onsite field technicians.

IBM CANADA Markham, ON, Canada

ATM/ABM Technician Sep 2009–Apr 2013

Assumed full responsibility in installing, restoring and testing ATM and ABM parts.

Identified potential problems through the application of accurate and precise judgment.

Minimized ABM and ATM downtime by facilitating training to IBM field service technicians throughout Canada.

Served as key resource responsible for resolving engineering problems and generating accurate reports.

CELESTICA INC. Toronto, ON, Canada

Certified Functional Test Operator Feb 2007–Aug 2009

Effectively installed various testers for necessary test operations.

Conducted both functional and final integration system testing for various products.

Received two acknowledgments from the employer for demonstrating consistent outstanding performance

COMPS TECHNOLOGY Piscataway, NJ, USA

Programmer/Analyst Sep 2003–Dec 2006

Held accountability in integrating interactive elements and e-commerce initiatives

Handled overall technical coding, reviewing and testing.

Improved e-commerce focus by restructuring the company’s internet site.

Earlier Career

PACIFIC SOFT INC. Carrolton, TX, USA

Web Designer

Education

Bachelor's Degree in Electronics and Communications: 1996

Karnataka University India

Technical Acumen

Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) Store Electronic Shelf (SES) Software

Point of Sale (POS) System HTML SQL Customer Relationship Management (CRM)

PRO-AKT Software Linux IP Protocols Kdiags VPN

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