Technical Support Management

Elie Abi Badra : 514-***-****

****-**** *** ** **** @ : acupxy@r.postjobfree.com

Montréal, (Québec) H3H 2R7

EXECUTIVE SUMMARY

System software specialist, networking, network validation and testing engineer, team leader and on call incident manager.

WORK EXPERIENCE

Client Service / Incident Manager Jun. ’14 to Nov. '15

Bell Canada, Montreal - QC, Canada

Drive effective and efficient Incident Management process to ensure timely service restoration and resolution of incidents.

Produce proactive reports, trending analysis, service level reporting, process consultation & application of ITIL best practice.

Maintain close contact and communication channels with the Incident Management SME to ensure high quality service requirements are met.

Technical Support Supervisor Nov. ’12 to May. ‘14

ACN Canada, Montreal - QC, Canada

Facilitated customer resolution for escalated calls and engage the necessary technical support.

Maintained a mindset of continuous improvement, in terms of support processes, customer satisfaction and the application of tools for monitoring, management and optimization.

Technical Support Team Leader Oct. ’10 to Nov. ’12

ACN Canada, Montreal - QC, Canada

Troubleshoot complex technical issues related to networking and by implementing the appropriate fixes.

Administering & designing LANs, WANs internet/intranet.

Investigated, diagnosed and resolved all network problems such as Home Networking issues, DSL issues, software issues, email issues, login issues and passwords.

Technical Support Agent – Level2 Oct. ’08 to Oct. ‘10

IBM, Montreal - QC, Canada

Trained new agents to follow the system of work that leads to customer satisfaction, and how to use the different ticketing systems that were used.

Troubleshooted and resolved operational issues of Windows, Ms Office 2003, Ms Outlook 2002/Exchange Server 2003, VPN, VoIP Cisco Phone, browser, Blackberry, network connectivity (cable management), intranet/internet, wireless, Spyware and Virus

Communicated with users, trained them to use the new updated applications after installing them and generated the reports of the many defects that we encountered.

Managed a team to execute and distribute the updates within tight time constraints and Wrote-up articles for the knowledge base illustrating the support cases.

Quality Assurane Agent / Internship Summer 2008

TouchTunes, Iles des Soeurs - QC, Canada

Managed all phases of testing for assigned components ensuring test plans and test cases are completed and met business requirements

Worked with development teams investigating and correcting software bugs and deficiencies based on the testing results.

Diagnosed network connectivity problems with Ping, Traceroute, TCP Term, to test text-based services on both standard and non-standard TCP ports.

EDUCATION

CCNA: Cisco Certified Network Associate TBC April- 2016

ITIL V3 Certificate Nov’ 2015

Global knowledge

Comprehensive Project Management Certificate Mar’ 2015

McGill University, Montreal – QC, Canada

Master of Engineering, Electrical and Computer May’ 2008

Concordia University, Montreal – QC, Canada

Bachelor of Engineering, Computer May’ 2005

Balamand University, Beirut, Lebanon

QUALIFICATIONS

Social, Team oriented, Motivated, hard worker, Bilingual: English & French

SOFTWARE SKILLS

Programming Languages: C/C++, Visual C++, Matlab, HTML, SAP, Java, PHP, SQL

Operating Systems: Unix, Linux, Windows, Mac OS

Software Packages: Microsoft Office, AutoCAD 2D/3D, CATIA

Networking: TCP/IP, PPP, NAT, DHCP, POP3/SMTP, VOIP

Other Skills: ITIL, Software Installation, testing and Distribution

References are available upon request.

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