Technical Support Technician

ROHAN PRYCE

************@*******.*** ***. ***.***9

OBJECTIVE: To gain fulltime employment as an I.T. Network Specialist/Technical Support Analyst

SUMMARY OF QUALIFICATIONS

Proven ability in problem logging, analysis, tracking and resolution

Strong skills in software and hardware installation and configuration

Great communication skills acting as liaison between end users and technical staff

More than 7 years providing support in a call center and/or retail store environments

WORK HISTORY

Technician Visual Information Products March 2014 - March 2016

Technical Support Analyst Sheridan College October 2012 – April 2013

Assistant Store Manager Mexx March 2008 - February 2011

Collectors Relations Lead Airmiles August 2000 - August 2007

RELEVANT WORK DUTIES

Technician –Teir II

Respond to assigned service tickets and quickly resolve technical system/server issues (hardware & software) within specific SLA targets via phone, electronically, remote session and/or in person.

Document time and work completed. Prepare, generate activity and management status reports

Identify and mitigate risks, documents opportunities for improvement. Stay current with system information, changes and updates

Proactive in monitoring and managing all environments to identify trends and potential problem areas.

Use Queries to analyse and troubleshoot database content

Access terminals via remote assistance

Responsible for setup and maintaining DNS, TCP/IP and server set-up/configurations

Training clients on how to use PC, software and Hardware and maintenance of such devices.

Recommended timely replacement for any failing or obsolete hardware VIA IT logging process

Maintain and prioritize workload during daily/weekly On call assignment’s

Technical Support Analyst – Teir I

Providing initial technical phone/e-mail support to 300 workstations prior to escalation

Log, categorize and prioritize calls; provide initial diagnosis, and resolve or escalate and monitor the resolution timelines while keeping the end user up-to-date; document solutions and/or workarounds.

Able to develop sound professional working relationships with IT colleagues, customer staff and management building their confidence while acquiring an understanding of their business.

Installed software and configured front-end settings properly in accordance to IT requirements

Maintained workstations through periodic checks of both hardware and operating systems ensuring availability during operating hours; including Installing and configuring hardware.

Oriented new employees regarding proper usage of the workstations and software

Ensure that employees adhered to the corporate guidelines on computer usage

RELEVANT WORK ABILITIES & QUALIFICATIONS

Abilities

Ability to communicate with non-technical users

Ability to prioritize, work under pressure and meet deadlines

Ability to travel within the GTA (own transportation and valid driver’s license)

Attention to detail

Strong problem solving skills with ability to analyze and make an educated decision

Excellent interpersonal skills and be an effective communicator – both written and verbal

Technical Qualifications

More than 3 years technical support, DNS, AD and server set-up/configuration experience

Proficiency with LAN, WAN, firewalls and systems analysis, configuration and support

Working knowledge of Virtualization technology (VM Ware, Hyper-V, etc.)

Experience with Microsoft Exchange, Outlook 365 and Legacy systems

Experience supporting Microsoft Windows Server and Workstation platforms (hardware / software) as well as other MS server-based, desktop products (e.g. Office) and MAC

Experience using tickets and queues

Excellent interpersonal skills and an effective communicator – both written and verbal

EDUCATION AND TRAINING

Network Specialist Trios College Feb 2012 - Sept 2012

Advertising Program Sheridan College Sept 1996 - June 1999

RELEVANT COURSES

A+ Hardware and A+ Operating Systems, Network +, Blackberry Support, 70-680: Microsoft Windows 7 Desktop Support, 70-685: Microsoft Windows 7 Desktop Support, MCITP: Server Administrator (Windows Serer 2008), 70-640: Microsoft Active Directory Administrator, Microsoft Enterprise Technologies (PowerShell, Hyper-V, SharePoint), 70-642: Microsoft Windows Server 2008 Network Admin, 70-646: Microsoft Windows Server 2008 Administration

OTHER TECHNICAL SKILLS

Software: MS Office, MS Visio, Adobe Dream Weaver, Adobe Photoshop, Adobe Flash

Operating Systems: MS Windows 7, MS Windows Vista, Microsoft XP, MS Windows server 2008

REFERENCES AVAILABLE UPON REQUEST

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