Customer Service Information Technology

Nikolai PRINTCEV

**/** ********* ******, **********, NSW 2150, Mobile: 040*-***-***; E-mail: *******************@*****.***

PROFILE

A 34 year old and highly motivated Systems/Network Administrator with over 7 years’ experience working in demanding customer roles.

SUMMARY

Customer Service Skills - Strong mediation and customer service skills, promoting good customer service ethics to maintain a high degree of end user satisfaction and acting as escalation point between Service Desk and Server/Network Engineers/Managers.

Competent L3 Service Desk Technician - Possesses a strong knowledge and extensive experience of multiple IT systems spanning hardware, software, servers, virtualization and all related infrastructure.

Procurement - Experienced in hardware / software procurement, vendor liaisons, asset management and identification.

Communication - Excellent documentation skills, confident communicator and friendly demeanour.

Qualifications - Certificate III in Telecommunications Cabling, Bachelor of Information Technology (Diploma recognised by the Australian Computer Society), Bachelor of Information Technology in Kent Institute of Business & Technology, Sydney.

TECHNICAL SKILLS

Administration and troubleshooting of Windows Server 2000, 2003, 2008 R2, 2012 (AD, DNS, DHCP, GPO), Windows XP and Windows 7, 8.x

SQL (Modifying the database structures; Enrolling users and maintaining system security; Controlling and monitoring user access to the database).

SQL-Server 2000, SQL-Server 2008 (server configuration, performance tuning and maintenance with outstanding troubleshooting capabilities; Involved in optimizing code and improving efficiency in databases including re-indexing, updating statistics, recompiling stored procedures).

Apache Web Server, (installation and setup for company’s website).

Microsoft Exchange Server (create and administer user’s accounts; Installation and setup server).

Linux (Squid, IPTables) (creation of secure communications channels; system security; control and distribution of Internet traffic within the company).

Vmware.

Routing and Switching (installation and setup LAN; creation of communication channels between company’s branches; secure communication channels with other organizations).

Excellent knowledge of Microsoft desktop environment and Microsoft products, including writing macros for MS Word (for rapid editing).

Software and application support, licensing issues/management.

Troubleshooting and repair of desktops, laptops, printers, multi-function devices, wireless, hardware peripherals.

Day to day support of users, developed and administered company website (HTML).

EMPLOYMENT

Systems administrator

Edway Group Ltd. (Part time) Jan 2012-Present

Obtaining Information security

Maintaining and supporting firewall

Supporting users

Administering support for web hosts

Supporting databases

Systems/network administrator Apr 2005 – Jan 2012

Ministry of Justice of the Russian Federation Chita, Russia

Providing advice and support to customers and retailers with technical problems.

Administering support for web hosts, ADSL, network configuration and software.

Backup and storage administration

Maintaining Windows and Linux servers.

Installing updates and fixed service errors.

Security

Developing and maintaining the official organisation website.

Completing programming tasks.

Supporting the end-user system.

Designing and supporting the corporate web-site and database, software and hardware supplying.

Installation and maintenance of LAN/WAN

Telecommunication Installer Jan 2003 – Mar 2005

Installer of Communications Chita, Russia

Paving main telephone and fibre optic communication lines

Conducting installation and Cabling of Copper Data Networks

Performing wire-crossing and installed automatic telephone stations LG

Fitting communication channels indoors and outdoors (air links and landline).

EDUCATION

Bachelor of Information Systems 2015

Kent Institute of Business & Technology Sydney, NSW

Certificate III in Telecommunications Cabling 2012

J B Hunter Technology, Sydney, NSW

Bachelor of Information Technology 2002

Academy of Federal Agency for Government

Communications and Information, Russian Federation Orel, Russia

(Recognised by the Australian Computer Society)

References:

Sergei Sergienko (General Manager – Edway Group Ltd.) 130*-**-**-**

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