Technical Support Information Technology

RISHABH KUMAR GOSWAMI

*******.***@*****.***

OBJECTIVE To obtain a challenging position using my education and skilled experience to develop strategies tailored to improve productivity

SKILLS

Excellent communication and inter-personal skills

Able to consistently diagnose and solve issues

Proactive self-starter and recognized to initiate and improve productivity

Intelligent, honest, and willing to go the extra mile to give my clients the best service in the industry

Highly motivated with strong analytical and problem solving skills

Strong analytical skills for trouble shooting, problem solving, and the ability to analyze, classify, and document user requirement

Recognized for high success rate during stressful circumstances

Highly skilled with computers and with the use of a variety of OS, hardware and software including:

Windows [all versions] MS office [all versions] CISCO Linux HTML / XHTML Java

PROFESSIONAL

EXPERIENCE

June 14- Dec 15 Technical Support Analyst

McMillan LLP, Vancouver

JOB RESPONSIBILITIES

Installing, configuring, testing, maintaining, monitoring and troubleshooting end user computing devices, network, and related hardware and software to maintain effective and efficient system operation.

Strong ability to prioritize and handle multiple tasks while meeting tight deadlines, goals and targets in a fast paced work environment.

Developing and maintaining system documentation including asset information, procedure manuals, network configuration drawings and location drawings.

Proven expertize in administration, implementation, and support of desktop and telecommunications infrastructure.

Experience with technical design and solution development for various projects.

Experience with successful deployment and upgrade for various technical equipment - Servers, switches, routers, printers, Laptops, Computers, monitors.

Successfully managed a workforce of almost 200 users in a challenging environment.

Excellent critical thinking and analytical abilities.

Ability to work with business areas to understand business requirements and develop solutions.

Business acumen and the ability to explain/translate technical concepts to non- technical stakeholders.

A strong team player who puts teams success before his or her own.

Strong interpersonal and communication skills.

The ability to actively build and maintain positive client relationships. Sept 13- May 14 Senior IT Support Specialist

Vanderpols Eggs Ltd., Abbotsford

JOB RESPONSIBILITIES

Provide business systems, network and internet support to clients in response to identified difficulties

Experience in Exchange, Active Directory and Windows Server 2008/2012

Networking skill in servers, firewalls, and switches

Familiarity with a testing regimen and the SDLC

Proven time management and organizational skills with the ability to manage multiple and competing priorities

Document test results, update the regression test plan, and record work activities in the corporate tracking system

Manage the backups of the servers and critical organization data

Implemented new handheld systems successfully

Successfully managed the security of the organization’s servers and individual users

Work closely with the development and analyst teams to ensure quality solutions are delivered

Microsoft Desktop / Server Deployment, Software and Hardware Inventory - Platforms: Windows XP / 7 and Windows 2003/2008

Ability to perform systems & network troubleshooting Jan 12- Dec 12 Information Technology Professional Hydro One Telecom, Toronto

JOB RESPONSIBILITIES

Successfully performed the duties of product tester

Designated Data backup professional, backed up critical server data each month

Ran SQL queries each month to produce various invoices, critical to company billing process

Interacted with various clients regularly and maintained company rapport

Created and maintained projects and manuals of a number of user applications

Physically installed servers in the main Data server room

Maintained the testing environment network cabinet

Acted as Admin of a number of user applications

Sept 11 – Dec 11 Information Technology Professional City Of Abbotsford

JOB RESPONSIBILITIES

Solve critical technical issues with documenting critical proceedings as required per company process

Participated in various cross-functional projects

Maintained proper reports and records of completed services for clients

Responsible for debugging software applications

Ensure the proper working of all departments City of Abbotsford – fire halls, City building, Police stations, Operations yard, etc.

Handled the tasks of troubleshooting, upgrading and administering different systems

Handled troubleshooting issues related to hardware and software applications Sept 10 – Sep 11 Technical support professional

Stream Global Services, Chilliwack

JOB RESPONSIBILITIES

Provide Tier-one level technical support for global IT infrastructure [U.S.]

Provide telephone support to troubleshoot hardware, software and connectivity issues for Windows environment

Install and maintain the Workstation Lab for fellow team members

Recorded database and documented technical support lines as Tier –two level back up supervisor

Solve critical technical issues with documenting critical proceedings as required per company process

Awarded Director’s Cut Award [March, 2011] amongst 800 employees for demonstrating exceptional skills and professionalism April 10 – Sept 10 Customer support professional

Stream Global Services, Chilliwack

JOB RESPONSIBILITIES

Successfully diffuse volatile customer situations alongside managing average handle time

Work as a team player to contribute to the success of the line of business

Designated backup senior support professional

Examine certain cases to make decisions for client satisfaction as well as product development

Answer supervisor calls and exceed customer expectations alongside following the protocol

Sept 09 – Dec 09 Web Designer

University of FraserValley, Abbotsford

JOB RESPONSIBILITIES

Developed University of Fraser Valley’s website [ESL department]

Maintained and upgraded ESL website (HTML, CSS, and Java applets)

Maintained intra- lab network and provided technical support

Provided self-initiated research base for the ESL department. EDUCATION

Bachelors in Computer Information Systems

University of the Fraser Valley, Abbotsford, BC, Canada Minors in Professional Communications

University of the Fraser Valley, Abbotsford, BC, Canada

Certified in A+ and CCNA.

Relevant courses include CISCO networking [wired and wireless], Programming

[XHTML, Java], Professional communication.

2015 • Qualified IELTS (International English Language Testing System) with a score of 7.5 overall conducted by Cambridge University

References:

Available upon request

Contact this candidate