Technical Support Customer Service

Syed Imran Zaidi

Richmond Hill, NY *****.

E-mail: ******@*******.***

Cell # +1-347-***-****

Profile:

Customer service focused Technical Support Specialist with 8 years career experience in technical support environments. Highly adept in systems analysis, diagnostics and troubleshooting, and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic.

Areas of expertise:

-Systems Analysis - Data Networking.

-Problem Solving - Troubleshooting.

-Customer service-oriented - System Upgrades.

-System Migration - Technical Support.

Professional Experience :

Tolt Solutions Dec 2014 – To Date

(Retail Solution Provider)

Designation: Regional Service Technician

Manage assigned service zone to ensure service calls are completed within the Service Level Agreement while following company policy related to inventory management, service call management and safety initiatives.

Provide technical support on phone, email and onsite.

Troubleshoot and repair failed IT hardware in retail store and/or office settings.

Provide exceptional customer service.

Edit all aspects of web-based service tickets assigned to the service zone (includes providing in route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail).

Service call management

Americom Technology Nov 2009 – July 2014

(IT Service Providing Company)

Designation: Technical Support Engineer

Install, upgrade, Support and troubleshoot Windows OS, desktop applications, hardware and peripheral equipment.

Co-ordinate and execute preventive maintenance and remedial repairs on computer, laptops, printers and peripherals.

Creating System Image for workstations deployment.

Set up and configured System Automated Backup and Recovery.

Documented help desk tickets/resolutions, and maintained equipment inventory lists.

Follow ups on critical and pending issues.

To take initiatives, handle special projects and to coordinate with different departments to ensure strong & healthy relationship with other departments.

Arwen Tech Pvt (Ltd.) Nov 2007 – Oct 2009

(IT Service Providing Company)

Designation: Technical Support Tech

Responsible for providing the onsite, remote and on call technical support to the clients regarding PC, laptop, Printers & Point of sales register software and hardware.

Onsite installation of Server, PC and Point of Sale registers including software.

Configuring Point of Sale peripherals with OPOS.

Document and maintain complain logs.

Installing and upgrading software, implementing file backups, and configuring systems and applications.

Answer users' inquiries regarding computer software and hardware operation to resolve problems.

Recommend and apply solutions.

Performed off hour help desk support.

Certifications:

-Cisco Certified Network Associate (CCNA) - Course Completed.

-A+ Certified.

Computer Proficiency:

-Installation & Troubleshooting Microsoft Windows Win 7, Win 8

-Working knowledge of Windows Server 2003 - 2010

-MS Office.

-Windows networking TCP/IP, WINS, DHCP, Active Directory, DNS

-Networking & Data Communication.

-Programming tools: Working Knowledge of Vb.net.

-Database server SQL 2000, 2005

-Ghost imaging

Education:

Karachi University (Pakistan)

Bachelor of Computer Science 2006

Personal Strengths:

Management

-Team Leading and Commitment to Collaboration.

-Time/Resource Allocation & Management.

-Effective at Multitasking.

-Flexible to adopt changes in accordance with working conditions.

-Meticulous and methodical in working.

Communications

-Possess effective communication, interpersonal and presentation skills.

-Fluency in written and spoken expressions.

Result Oriented Attitude

-Analytical Nature and Can-Do Attitude.

-Capacity to work under stress and strain to meet the deadlines and work under pressure.

Contact this candidate