Technical Support Customer Service
Resume:
Raman Othi
****-** ************ ****, *****: *************@*****.***
North York, ON, Canada M3J 2V7 Ph: +1-647-***-****
PROFESSIONAL PROFILE
• Knowledge in administering LANs, WANs internet/intranet, and voice networks
• Analysing & developing key components using methodology prescribed techniques
• Network connectivity troubleshooting, ping, tracert, telnet
• Cisco & HP switch configuration in particular VLAN configuration/troubleshooting
Analytical Problem Solving
Self-supervising & organized
Excellent Team player
Project Management Methodologies
Elevated Business Communication
Leadership Skills
NETWORKING SKILLS
IP Routing: Static & Dynamic IP routing; Configuration and troubleshooting of routing protocols RIP, RIPv2, OSPF, EIGRP.
Switching: Configuration and working of VLANs, VLAN trunking & VTP, RSTP.
WAN Connections: Configuration of Frame Relay and PPP (Point-to-Point protocol).
Security: ACL’s, NAT and PAT configuration.
Network Management: Configuration and working knowledge of Cisco SDM, SNMP, NMS and CDP protocol.
Servers: Configuration of DHCP and DNS servers.
IPv4 and IPv6 addressing, Subnetting.
Propagation of electromagnetic radiation to predict proper operation of a system under varying conditions, frequency and distance.
IT SKILLS
IT Project Lifecycle: Managing Requirement Analysis, Design, Development, Functional & Non Functional Quality Assurance, Implementation, Warranty & Support
PM Tools: MS Project, PTB Simulation, Visio, MS Office
EDUCATION
Computer Networking and Technical Support Program from Seneca College, Toronto - May 2012 till Sep 2014
WORK EXPERIENCE
Technical Support / Help Desk July 2011_ December 2011 (Part Time)
(Docotel, INDIA)
Install, repair and maintenance of virtualization computer machines.
Provide technical support to customers via email, telephone or in person.
Diagnosed and resolved software issues involving internet connectivity, email clients (outlook).
Troubleshooting guidance pertaining to network, Internet, cable, and computer issues.
Identify and Observe Printer system functions to verify correct operations and detect errors.
Remotely support staff and systems in offices across Canada via an email or phone
Troubleshooting hardware/software, networking, browser setting, and peripheral equipment.
Escalated issues efficiently and appropriately to other teams
Setup and dispatched service technicians regarding pc, laptop, modem, usb, phone issues.
Installed PCs OS (XP, Win7), software, driver or hardware in corporate environment
Dominos Pizza/CSR Sep 2013- January 2014
Keeping our customers happy and loyal
Rostering
Stock ordering
Recruiting
Training and development
Inventory management
Cash handling and running reports
Profit management
Sales building
Food safety
Food preparation
Staff and customer safety
In charge of FUN
Marketing the business
Team meetings
Avaal Technologies solutions(Vaughan, Canada) January 2015- Jan 2016
Technical support agent
Troubleshooting guidance pertaining to network, Internet, cable, and computer issues
Customer technical support regarding any issues of the concerned software
Remotely support staff and systems in offices across Canada via an email or phone
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
Redirect problems to appropriate resource
Follow standard processes and procedures
Accurately process and record call transactions using a computer and designated tracking software
Follow up and make scheduled call backs to customers where necessary
Skills and other qualifications.:
Proper phone etiquette;
Multi-tasking capabilities;
Ability to speak and write clearly and accurately;
Knowledge of relevant software computer applications and equipment;
Knowledge of customer service principles and practices;
Demonstrated proficiency in typing and grammar;
Effective listening skills;
Willingness to co-operate with others
Shomi (Feb 2016- present)
Technical support specialist
-Trouble shoot the required resolution; including, account provisioning, software functionality, software configuration, application support, software downloads, network connectivity by escalating internal, and vendor issues;
-Deliver service and support to end-users using and operating automated call distribution phone software or over the Internet;
-Handle inquiries about repair, replacement, technical problem resolution and connectivity;
-Passionately provide technical support and build rapport with a variety of customers and their changing technical requirements;
-Research required information using available resources;
-Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
-Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
-Accurately process and record call transactions using a computer and designated tracking software;
-Organize ideas and communicate oral messages appropriate to listeners and situations;
-Redirect problems to appropriate resources;
-Follow standard processes and procedures;
-Follow up and make scheduled call backs to customers where necessary;
-Stay current with system information, changes and updates;
-Receive and incorporate feedback to improve personal and business performance;
References are available
Contact this candidate