Customer Service Technical Support

RUBAN SIVAGNANAM

** **** ****** ****. ********, On L6R 3L2 Email: actey8@r.postjobfree.com Tel: 416-***-****

EXPERIENCED I.T. PROFESSIONAL

Technical Support

Provided technical expertise and on call support with customer service skills to increase department efficiencies as well as customer satisfaction levels. I have expertise in all phases of IT Support including analysis, documentation, training, troubleshooting, repairing Data migration, Refresh, Image and technical/customer support. Excellence, interpersonal, quick learner, detail oriented, team player and good communication skills to relate well to individuals at all levels within the organization

TECHNOLOGY SKILLS

Operating Systems/Environments: Windows 95/98/2000/XP/Vista/Windows 7/Server 2003/MAC

Office Productivity Software: MS Word, MS Excel, Internet Explorer, Mozilla Firefox, Norton Anti Virus, Google Desktop, AVG & Microsoft Outlook Configuration.

ACCOMPLISHMENT HIGHLIGHTS

Exceeded customer satisfaction levels by providing consistently high levels of customer service.

Holds Diploma in Network Engineering from Seneca College.

Completed certification in Comptia A+ & Microsoft Certified Professional Course (MCP), MCSA & currently presuming SAP Basis Training.

PROFESSIONAL EXPERIENCE

RBC-IBM WIN7 Migration Project April 2015 –Oct. 2015

Team Lead

Lead teams in the deploying Windows 7 machines and testing packaged application on testing machine and finding the best user to test that application

Manage deployment and support of internal infrastructure system ensuring that periodic tasks are completed by each team member.

Assign schedules, coordinate staff and allocate resources to ensure efficiency and productivity is maximized.

Used IBM application (IBM CM On Demand) & Banking application to install on WIN7 machines.

Approved team member’s time sheet.

Coordinate with external technology vendors, internal staff members and third party consultants

Team leading of 4 men in ongoing project for windows 7 roll out of over 75,000 assets, at on-site level and pushing the image from server level

Providing next day support (includes tier1 and tier 2) and determine, identify and troubleshoot technical problems relating to software and hardware occurred during last night migration process.

Traveling all over Ontario to process and support migration.

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PROFESSIONAL EXPERIENCE

(Continued)

Molson (HP) July 2014- March 2015

Sr. Desktop Support Engineering (Contract)

Oversee and update assigned support service as requested

Handle daily technical support activities to desktop support, data network and server management.

Analyze and troubleshoot window installed applications

Assisted in user/hardware movements and branch relocations

Provided support in software/hardware network trouble shooting.

Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative system.

Diagnosed and quickly resolved a wide range of Windows applications and networking problems to help minimize downtime

Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorised desktop applications

Skills Used: Desk Support Tools: Active Directory, Remedy (Action Request System)

Supported Applications: VPN Access, Citrix Clients, Pace Remedy, MS Outlook, PCs/laptop issues, Shared data issues, Webmail, Active Directory LAN Account issues, Windows XP/7 and MS Office 2007/2010, Blackberry/MAC

Trillium Health Partners Mar. 2014 –July 2014

Team Lead- Desktop Support Technicians (Contract)

Performed PC configuration and software installations and settings as required.

Worked on various projects aside from the day to day support. (Refresh of hardware / Window 7 upgrade)

Build an application that show if computer is compatible to be upgrade to Win7.

In charge of hard drive disposal methods to ensure optimal customer security.

Full inventory reports and calculations for the Pro-active Project

Interacted with clients on a day to day basis, problem solving and analysis.

Performed setup of PC’s and Laptops, upgrades and re-imaged machines for clients

Provided client support using Network features; Remote Desktop, Remote Assistance and mapping drives.

Skills Used: Desk Support Tools: Active Directory, Remedy (Action Request System), Dame Ware, SAP GUI, VMware, MDT, and Norton Ghost.

Supported Applications: VPN Access, Citrix Clients, Pace Remedy, MS Outlook, PCs/laptop issues, Shared data issues, Webmail, Active Directory LAN Account issues, Windows XP/7 and MS Office 2007/2010, Blackberry.

Provided update to Project lead with daily status of the project.

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PROFESSIONAL EXPERIENCE

(Continued)

TD August 2013- February 2014

Sr. Desktop Support Technicians (Contract)

Providing assists with technical support of desktop computers, application and related Technology.

Supporting with installation, specification and testing computer systems and peripherals within established standards and guidelines.

Interaction with application software and operating system to diagnose and resolve unique, non-recurring problems.

Utilize one on one consultancy to end users.

Independently analyst and communicate and problem solving.

Ensured desktop computers interconnect seamlessly with diverse systems such as file servers, email servicer and computer conferencing system, application servers and administrative systems.

Troubleshooting VPN problems using Remote Desktop for the clients.

Assisted wireless using Blackberry Support for employee.

Used Microsoft System Center Configuration manager (SCCM) and/or Microsoft Systems Management server (SMS)

.

Navistar Inc. January 2012- August 2013

IBM – Sr. Desktop Support Technicians (Contract)

Installs, configures and upgrades operating systems and software, using standard business and administrative packages.

Installs. Assembles and configures (IMAC) computers, hardware roll-outs, refreshes, Laptops, desktops, and peripherals such as printers, scanners and related hardware.

Resolved all Microsoft Office application issues.

Perform intermediate-to-advanced desk side support services installing and troubleshooting hardware, software, and network related issues

Work with the users to troubleshoot problems on workstations, printers, telephones, etc

Troubleshoots problems with computer systems, including troubleshooting hardware and software, email, network and peripheral equipment problems via phone, online and onsite.

Making repairs and correction where require for the various clients.

Responsible for loading new software and systems on existing equipment.

Conducting meetings with the higher management to assist them for decision making in all computer related matters.

Troubleshooting VPN problems using Remote Desktop for the clients.

Used Microsoft System Center Configuration manager (SCCM) and/or Microsoft Systems Management server (SMS)

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PROFESSIONAL EXPERIENCE

(Continued)

Mattel- Fisher Price Canada June 2010-December 2011

Deskside and IMAC Support Technicians (Contract)

Installed, configures and migration Window XP to Window 7 for clients.

Installs, assembles and configures (IMAC) computers, hardware roll-outs, refreshes, Laptops, desktops, and peripherals such as printers, scanners and related hardware.

Perform routine back –up and restore operations for workstations and other devices.

Back-up/Restore software such as Acronis and Ghost.

Responded quickly with the ticketing system, resolution for Break Fix cases

Accurately testing, identifying, repairing, resolving and documenting end user technical issues regarding basis network/desktop support, printers, PDAs, Blackberrys, and LAN cable drops.

Reimaging computers/hard drives backing up and restoring settings and associated systems administration activities.

Taking ownership of issues through to resolution on all appropriate requests.

Categorize and prioritize end user support requests and service requesting by utilizing a Remedy ticketing system to track tickets and provide up to date status and information.

Provided solid technical support with Windows 7 setup and configuration for the team.

Installs, assembles and configures (IMAC) computers, hardware roll-outs, refreshes, Laptops, desktops, and peripherals such as printers, scanners and related hardware.

Used HEAT (Help Ticket System) is a tool to help technical support staff track and log support incidents and service requests.

Worked with CAT5 cabling and crimping.

LOBLAW INC. BRAMPTON ON February 2008- April 2010

Desktop Support Analyst

Updating the system configuration for the user systems as per the policies set by the organization.

Reimaging of laptop & desktops for clients

Provided assistance at the in-house desktop providing technical support by phone and in person to the facilities staff.

Helped manage SAP SD functional implementation

Helped update the old legacy data into SAP using the SAP SD Module.

Tested software and computer equipment prior to ‘go live’.

Assisted wireless using Blackberry Support for employees.

Logs into client desktop using Net meeting to resolve the technically issue.

Troubleshooting and configuring e-mail client and web browsers.

Lead, train & support the work of other staff engaged in similar functions.

Assigned the tasks of setting up and troubleshooting Network Server.

Handled the tasks of supporting Microsoft Windows and Active Directory.

HEAT is a tool to help technical support staff track and log support incidents and service requests.

Provide effective and timely resolution of a range of customer inquiries.

Used Zero Touch Tool (ZTT) to capture the customer’s data and settings to reimage the PC.

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EDUCATION

Network Engineering - Diploma – Seneca College ON 2005

ACTIVITIES/INTERESTS

Enjoy reading books on real estate and financing.

Member of Toastmasters - Brampton Club.

REFERENCES

Available Upon Request

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