Customer Service Technician

PROFESSIONAL SUMMARY

Computer Service Technician with high technical and professional troubleshooting repair experience.

TECHNICAL SKILLS

•Good knowledge of multiple OS (Windows platforms, OSX and Linux, Windows Server)

•Knowledge of LAN Protocols, wireless network and CISCO routers, VPN and thorough knowledge about Network Security and implementation.

•Problem Isolation: Trace all symptoms and find a root cause of the issues and dependencies at RBC and BMO project

•Problem Solving: Solve problems and design pseudo code using flow charts at BSNL India

•Knowledge in Lync and Citrix server SharePoint, PeopleSoft – CRM, ATS at RBC and BMO

•Team oriented; ability to work well independently.

•Knowledge of ITIL best practices and process improvements used in work environment such as RBC and BMO studied thoroughly in Humber college.

•Time Management – coordinated with technical leads in order to meet with SLA in timely manner while balancing workload among subject matter experts

•Applications: Microsoft Office Suite (Word, Excel, PowerPoint and Access), NetBeans, Visual Studio, SSH, SMTP, HTML, HMS, IBM System Architect, GNS3, Android SDK and Putty, Wireshark, Packet tracer, VMware workstation, ESXI server.

•Database: MySQL, Oracle

•Programming Languages: C, C++, Java, JavaScript, HTML, XML and PHP, C#, Objective-C have several projects done in college and within work experience.

•Helpdesk and user deskside support experience in RBC and BMO

•Retail experience within BSNL and Compu-Tech Retail store.

PROJECTS AND ACHEIVEMENTS

Website development 2014

Online video learning portal

Gujarat Technological University

Virtual Private Network 2016

Humber College

Best Customer Service 2013,2014

Compu-tech Retail Store

WORK HISTORY

Medical Pharmacies – Toronto, ON July 2016 to Current

Installation of New Medical Pen and New Medical unit

Troubleshooting and implementing remote access

Connection with network and setup

Helpdesk support to nurse and medical staff

NCR Canada – Toronto, ON January 2016 to July 2016

POS and Kiosk Installation Technician

Configure and Test all Network Equipment with Network Troubleshooting and implement

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

Identified and solved technical issues with Network and Software related troubleshoot with variety of diagnostic tools.

Royal Bank of Canada and Bank of Montreal – Toronto, ON June 2014 to October 2015

Migration Technician

Deployment of Windows XP to Windows 7 in Desktops and laptops

Handled team of a technician to manage the project.

Installed various Application and PRP according to required in work orders.

Coordinate with team and team members.

Citrix server and Lync setup installation and help desk

Help desk support to users with new operating system and troubleshoot the issues related to new OS.

People to go - Toronto, Ontario January-2014 to May 2014

POS Installation Technician - IKEA Canada

Install New POS and equipment

Configure and Test all equipment.

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

Used ticketing systems to manage and process actions taken.

Compu-Tech Retail Store – India January 2013 to January 2014

Computer Service Technician and Retail Associate

As a team leader of support have to handle the critical and unsolved problems.

Resolved customer issues in a clear, courteous and straightforward manner.

Followed up with clients to ensure optimal customer satisfaction.

Provided on-call support for critical issues.

Set up PC and Apple desktops and laptops and all types of mobile devices.

BSNL – India January 2012 to January 2014

Jr. IT Support Engineer

Configuration and troubleshooting of Windows Server

Hands on troubleshooting on Networks, remote desktop support, network printing, patch upgradation of windows OS and antivirus software regularly

Coordinated with vendors for IT equipment support

Provided training to end users regarding daily routine troubleshooting.

EDUCATION

College Diploma: Computer and Network Support Technician 2014 - 2016

Humber College - Toronto, ON

College Diploma: Computer Engineering 2010 - 2013

Dalia Institute of Diploma Studies – INDIA

References available upon request

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