Technical Support Customer Service

Profile

Goal-oriented and collaborative experienced IT professional looking to obtain a challenging and rewarding position in Network Administrationwith an organizationwhich recognizes my true potential and provides me sufficient avenues for professional growth through nurturing my technical skills and competencies.

Proved analytic and problem-solving skills with the keen ability to assess needs, develop value-added solutions, and execute technical solutions; skillfully communicated with technical and non-technical audiences; developed system documentation and create policies to meet the needs of dynamic and continuously changing environments.

With over 8 years of work experience in the field of Information Technology, I have acquired knowledge in computer hardware, software, wireless networking, operating system (Window XP, Vista and Windows7), networking protocols, VTP, routing technologies and WAN, VLAN and Lotus Notes.

Summary of Skills

oPassionate, diligent and focused Engineer with 8+ years of cumulative experience as a IT Specialist, Network Engineer, System admin,/ Desktop Support Engineer

oTechnical knowledge & proficiency in system administration, network maintenance, hardware maintenance, operating systems, Windows (All versions) & MS- DOS and the willingness to learn and effectively apply new technologies

oAnalytical thinker, consistently resolving ongoing issues, often called upon to consult on problems that have eluded resolution by others

oExtensive exposure to a comprehensive range of team activities, thrive on working in challenging environment

oDemonstrated problem analysis/ resolution skills, ability to troubleshoot, solve problems quickly & completely

oExcellent client management skills innate ability to build strong, lasting and mutually beneficial relationships

oMaintaining Service Level Agreement and Operations Levels Agreement (SLA/OLA)

oExcellent interpersonal skills

oQuick Learner

oStrong desire to enhance knowledge on emerging technologies

Technical Skills

Networking

oNetwork processing, centralized and distributive network connection

oInstalling, configuring and administering network technologies

oMonitoring in Network Operation center

oAmple knowledge in Windows 98, Xp, 2000, 2003, 2008 Server

oActive directory management, NTFS security, disk quota management

oGood understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, RARP, FTP, TFTP)

oWell understanding of Bridging and switching concepts and LAN technologies

oIP addressing and subnetting, Routing concepts

oSound knowledge of routing protocols - RIP V1/V2, OSPF, IGRP & EIGRP

oSwitches: Basic Configuration & VLAN setup on Cisco 1900, 2950, 2960 Switches.

oRouter: Basic Configuration & monitoring of Cisco 2500, 2600, 1800

oStron knowledge of MS office

oVLAB: configuration, switching ISL, DOTLQ

oBack-up and restore of all critical resources including router & switches IOS, Outlook, DHCP, DNS

oFunctioning knowledge of wan solution, protocol HDLC,PPP

oDeployment of OS via RIS

oWorking knowledge of, DHCP Server, DNS Server, Proxy Server and windows

oSecurity administration port security on switch and IP security on Router via Access list

oFamiliar with web technology HTML CSS

oSetting up Secure NFS Servers with multiple Clients for File and Disk sharing.

oConfiguring NIS Servers for Centralized and secure Password and Login Management

oRecover of root password securing terminals

Hardware

oComputer assembling and maintenance.

oTroubleshooting hardware and software problems.

oInstalling and configuring the peripherals, components and drivers.

oInstalling software and application to user standards.

PROFESSIONAL DEVELOPMENT

CCNA Training (completed) – April 2016 CisNet, Mississauga, Ontario

Cisco Certified Network Associate (CCNA) Certification – In progress (July 2016)

Microsoft Exchange, Active Directory Training

ITIL, Service Management Training,

ITS, TCP/IP, Router basics, IPV6 and IPV6 RoutingTraining

Lotus Notes Training

PROFESSIONAL EXPERIENCE

CompuCom, Mississauga (Canada) April 2016 – present

Service Desk Specialist

Responsible for providing first and second line technical support to weight watchers employees, which may range from straightforward to more complicated technical issues.

Responsible for coordinating diagnoses and troubleshoot incoming employee calls.

Provide support services to employees and clients with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.

Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.

Provide case status updates to management and end-users.

Support and maintain effective relationships with users.

Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support.

Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.

Dependable IT, Hamilton (Canada) November 2015 –April 2016

Customer Service and Technical Support

Responsible for providing technical support to Cable Television, Internet and Voice over I.P. subscribers and to resolve customer issues in a timely and positive manner while ensuring world class customer service.

Providing technical support for large Internet and Cable TV provider (Cogeco) in Ontario

Providing support by checking software and hardware issue to solve networking devices issue

Troubleshoot roll out procedure to set-up new hardware equipment

Manage and prioritize work activities with minimal supervision to meet continuous deadlines which directly impacts field operations

Help Desk Support

Responsible for delivering superior quality and world class customer service as measured by performance objectives

Respond to inbound customer calls and provide troubleshooting and technical support by following specific call procedures and guidelines

Responsible for delivering responses which consistently exceed client expectations in terms of responsiveness and accuracy

Communicate or escalate issues to Team Leaders when assistance on call resolution is required

Multi-task using the client’s software to verify customer information and review previous call history in order to determine appropriate issue resolution

Update systems to record the measures taken to resolve the call

Campaign Research (Canada) July 2015 – Oct 2015

Call Centre agent

Worked for campaign research which is a market research organization. Handling election campaign and representing Conservative Party which involves interaction with voters over the phone.

HCL TECHNOLOGIESDec 2012 - Feb 2015

IT Specialist

Provided support of multiple applications for Deutsche bank coast for example Lotus Notes virtualized applications, HR Online, HRIS and login to desktop on demands.

Performed research to assist in development of project scope, define requirements, and proposed changes.

Assisted users on MS access which was linked with ODBC server and MS Visio.

Helped the users with MS access adding the functionality to the existing access database.

Assisted in creating knowledge base articles to support level 1 and level 2 troubleshooting and taking care of Priority 1 and Priority 2 tickets.

Was responsible to provide training to level 1 and level 2 on deutsche bank applications and Lotus Notes

Worked on Vcentres and deployments, imaging and upgrades of the machines.

Worked on ITILV3 foundation (Incident Management)

Responsible for driving the efficiency and effectiveness of the incident management process

Ensured all IT teams follow the incident management process for every incident

Responsible for escalation of priority tickets to the service provider as incident manager

Helped the user reimaging or refreshing of their machines.

STERIA (SOPRA) LTD,ITDepartment March 2011 - Nov 2012

Level 2 Network Engineer (Level2)Under Infrastructure Management Service Line (IMSL)

Provided infrastructure support to Steria India and UK employees, by resolving raised tickets.

Worked on Service Now, Monitoring and Handling Service Level Agreements (SLA’s)

Configuration and Troubleshooting Lotus Notes Client till 8.5 version

Worked on Active Directory - created of user ids and provided access to users for different projects

Provided VPN support (Checkpoint & Cisco) to Steria UK and India Employees

Provided the remote assistance through Dame ware and Net meeting

Responsible for troubleshooting the application runs over internet browser

Worked on ITIL V3 foundation (Incident Management)

Efficiently resolved tickets within end-to-end service levels

Projects Managed

Centrica and Network Operation Centre (NOC) Oct 2011 – Jun 2012

Monitoring of MPLS(multiprotocol label switching), Routers and Nodes placed in different locations across India and UK in a tool called Solar Winds

Taking Care of alerts generated while changes are made to the server or at that time of running patches

Dell International Nov 2007 -Feb 2010

Technical Support

Supporting Dell customers with technical troubleshooting issues for example copying the data from their old computer to new Dell’s machine.

Responsible for providing complete services to customers and dispatch parts

Generated revenue by up selling Dell products

Microland July 2006 - Sep 2007

Technical Support

Worked in Technical Networking process assisting wireless issues

Responsible for router configurations, association of wireless devices to the routers and network, and configuration of VPN servers to the routers

Responsible for complete troubleshooting for (Belkin) wireless devices - routers, USB and adaptors

EDUCATION

Bachelor of Engineering Degree in Industrial Engineering and Management 2000 - 2006

Visvesvaraya Technological University

Post Secondary School, Major in Mathematics 1996-1998

Uttar Pradesh Board

LANGUAGES

English – Full professional proficiency

Hindi – Native or bilingual proficiency

Punjabi – Native or bilingual proficiency

References Available Upon Request

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