Customer Service Technical Support

SHEFALI DMELLO

* ********** ****, *******, *******, M1J 2W4

Cell – 647-***-****

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

PROFESSIONAL SUMMARY

Dedicated Network System Technician in data network security analysis and wireless security. Adept in troubleshooting and support on Windows, Linux and Mac systems. To pursue a highly challenging and creative career, where I can apply my existing knowledge and creativity, acquire new skills, and contribute effectively to the organization.

TECHNICAL SKILLS

Application/Web Servers: IIS, APACHE, WAMP

Databases: SQL Server, MySQL

IDE: Net Beans 7.0, Visual Studio 2010

Reporting Services: Crystal Reports

Computer Forensic Tools: FTK Imager, ProDiscover, FTK Forensic Toolkit, Wireshark, Data scopes

Languages: C/C++, Core Java, Advanced Java, VB.net, .NET 4.0

Front end Tools: ASP.net, JSP/Servlets, MS Access 2013, Windows Server 2012 R2

Web Technologies: HTML, XML, CSS, AJAX, PHP

Remote access support

Systems Analysis

File transfers expert

Routing protocols knowledge

Excellent problem-solving abilities

Data Centre, Database Design

Ticketing Systems

Data backup and recovery systems

LAN and WAN

VPN configurations

User account creation

Network Security Tools: BackTrack, Kali Linux, Nmap, Qnap

WORK HISTORY

Post-Graduation Diploma- Computer Systems Technology- Networking

Centennial college August 2014- April 2016

With the hands-on approach of the Computer Systems Technology - Networking courses, gained plenty of practical practice by delving inside PC hardware and learned the intricacies of operating systems.

Explored up-to-date computer systems and networks technology.

Worked with the leading edge of communication, computer/server and network technologies.

Knowledge on how to administer and manage computer systems (Windows/Linux), converged networks (VoIP), wireless networks, network security and data centers and Cloud computing.

Assembled and maintained systems that serve to empower users in creative, business and communication activities.

Technical Recruiter

Collabera Technologies August 2013- June 2014

Technical recruiting for the clients like IBM, Dell, HP, HCL, JPMC, Amdocs.

Pre-screened all resumes through job portals and rating them technically prior to sending them to corporate hiring managers for consideration.

Successfully review job descriptions in order to understand the needs of the hiring manager as well to ask questions that’ll help identify the right candidate.

Calling the candidates and rate them as per their technical knowledge.

Understand technology, technical roles and technical skills.

Technical-check of the candidates as per the technical requirements.

Formatting the resumes and fulfilling the requirements of clients.

Hired employees and initiated the new hire paperwork process.

Explained all of the human resources policies, procedures, laws, standards and regulations to each employee.

Networked with industry contacts, association memberships and associates.

Showing or offering candidate resume to hiring managers to scrutinize or consider.

Technical Support- Customer Service Engineer

Windowmaker Software Ltd August 2013- August 2014

Environment: MS Visual studio 2008, MS SQL Server R2, SSMS, Microsoft Dynamic NAVison, Microsoft Dynamic CRM, C#, VB.net, Crystal Reports, Microsoft Sharepoint.

Crystal reports designing and customization.

Providing Technical Support within the stringent SLA to the customer worldwide.

Imparting Training for the clients about the software.

Proactively Logging bugs/enhancement related to the product.

Maintaining and providing technical support/queries related to Microsoft SQL, Microsoft Dynamics NAVison.

Hands on experience on Sharepoint, VSTS and Microsoft CRM.

Imparting and conducting induction training for the team.

Managing presales and post sales activities.

Installed software, modified and repaired hardware and resolved technical issues.

Followed up with clients to ensure optimal customer satisfaction.

Worked closely with team members to meet or exceed all customer service requirements.

Knowledge Sharing.

Maintaining and logging KBA.

Managing presales and post sales activities.

Demonstrating product to prospects.

EDUCATION

Post-Graduation Diploma: Computer Systems Technology

Centennial College- Toronto, ON September 2015- April 2016

Bachelor’s Degree: Computer Science and Engineering

Gujarat Technological University- India September 2008- May 2012

ACADEMIC PROJECTS

Project Title: Expansion and upgrade of Toronto General Hospital network

Tools and Technologies: Cisco Routers, Switches, Virtualization (VmWare), Windows Server 2012 R2 Enterprise edition, Microsoft Exchange Server (Microsoft Outlook), Database Server (SQL Server), Web Server, Client Operating System (Windows 2007).

Duration: 5 month

Synopsis: This project deals to provide Toronto General Hospital (TGH) safe and secure network services that will allow both the locations to maintain a sustainable communication with each other. In addition, TGH wants to upgrade its current network to make it compatible with other location. By implementing this network, TGH will have quick access to internet, fast connections with other locations, secure network and up-to-date backups. To upgrade the old servers using virtualization to manage storage allocation.

Team size: 3

Project Title: Community Marketing System

Tools and Technologies: Visual Studio 10, Asp.net, C#, Crystal Report, AJAX, SQL server, HTML, CSS.

Duration: 6 month

Synopsis: A marketing system which is fully customized for online & offline marketing of community. It empowers the sales professional. Efficiently manage leads and dynamic brochure/newsletter & postcard creation.

End-to-end leasing/sales tracking

Import existing and new customers or leads into the system dashboard

Drive traffic to community/corporate website

Engage prospects with information rich emails

Send customized post cards to prospective clients

Assign leads to sales personnel

Information at a glance

Team size: 4

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