Technical Support Customer Service

Graduated from Seneca college with computer network and technical support Diploma with essential knowledge

A professional in 2 years’ experience in providing software, hardware and networking technical support

Proven success working in high-volume help desk environment. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues such as examining user accounts and password security, authentication problems, Network Monitoring, troubleshooting and diagnostic problems

Excellent written and oral communication skills; capable of explaining complex software issues in easy-to-understand terms

Passion for IT troubleshooting and helping others with IT related issues. Skilled in operating a wide range of software and technologies

Consistently praised for communicating effectively with both technical and nontechnical users.

Strong command over windows and Linux Unix based system

Proactive team player and acknowledges as “Total Quality Customer Service Professional” with consistent positive feedback from employer’s like Seneca student federation and ADI computers Inc.

I have an eye for detail but can also adapt a practical approach to problem solving in the recent operational roles I have undertaken.

SKILLS & QUALIFICATIONS

Networking: Installation and configuration of TCP/IP, DNS, DHCP, FTP, Router and Switch, LAN/WAN.

Windows Administration: Active Directory, Managing Users, Groups, and Computer Accounts; Maintaining Disk Storage; Maintaining and Updating Server.

Linux Administration: Configuration of multiple virtual machines, DNS, email services, NSF File Sharing, FTP and SSH server.

Hardware: Configuration, Administration of switch and router, Troubleshooting of LAN and WLAN, Assembling and Upgrading PCs.

Platforms: Windows 10, 8/8.1, 7 and XP, Windows server 2008/2012, Linux, AS400, Mac OS X

Scripting Languages: Windows power-shell and Linux BASH Shell

Database: MySQL, Oracle 9i

Software & Tools: Microsoft Office 2016,2013 and 2010(Outlook, Word, Excel, PowerPoint, Outlook, Visio, Exchange), Cisco Packet Tracer, Hyper-V, IIS.

PROFESSIONAL WORK EXPERIENCE

IT support technician May 2015- Dec 2015

ADI Computer Inc.

Troubleshoot system and network problems and diagnose and solve PC hardware and software issues; support for internet connectivity

Installed, configured and maintain server and an Active Directory Domain Controller.

Installed necessary software required for each user, Restoring user data, profiles,

and Outlook data on migrated machines.

Determining and installing appropriate security measures

Assist in the organization and inventory of all hardware and software resources

Experience with ticketing system (E.g. Remedy, Footprint, Service now)

Making outbound calls as per the client’s Needs or requirements and as per the

network or server issues for generating Tickets to next level support team.

Explore, analyse, identify and solve issues with End-users system, including computer hardware & software, backing up operating system, peripheral equipment, and networks using documented processes.

Coordinator January 2015 - April 2015

Seneca Student Federation, Toronto, ON

Performed duties with respect to organising events and promote SSF services on campus

Helped students at the front desk and guided them. Answered general inquiries Referred or transferred them to appropriate departments

Ordered and organizing inventory

Works with the student clubs and associations, programmer, manager of campus operations, coordinator, international department and student services, staff in the organization of international day’s celebrations.

Customer Representative May2013 – July 2013

B.P.O Inbound Call Centre, Anand, GJ, India

Attended international calls and handled international clients

Marketed and sold products to clients

Provide support over the phone with customers

Resolve customer issues via one call resolution guidelines and/or escalated process

Computer hardware technician/ Help Desk Support June2011 – April2013

Mascot education and research foundation, India

Modify and upgrade computers and giving support for both software and hardware

Diagnose and repair hardware malfunctions and perform the maintenance of computer and maintaining LAN networks

Setting up computer security measures by installing new anti-virus and providing critical system updates

Installation of operating system software and executing test utilities loading standard office automation tools and performing appropriate tests

Troubleshoot, install and configure switches, routers

Used Active Directory to help users with their electronic account setup, changing passwords and reactivating accounts

Maintained all types of photo copier machines and printers

EDUCATION

Computer Networking & Technical Support Dec 2015

Seneca College of Applied Arts and Technology - Toronto ON, Canada

Digital electronics technician April 2011

Mascot education and research foundation, India

Computer hardware and networking April 2010

Mascot education and research foundation, India

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