Microsoft Office Customer Service

MELODIE DE LEON

Home : **-*** *********** ****** ****., Miss., ON L5A 3M2

PH: 647-***-**** E: **********@*****.***

LinkedIn Profile: https://ca.linkedin.com/in/melodiedeleon

OBJECTIVE

Seeking a secure position as Data Analyst in performing duties that will produce profitability in the Technology Industry that will benefit the company.

CAREER SUMMARY

Completed a 2-year program in Computer Systems Technician -Software Engineering at Sheridan College.

Superior in handling customer issues with vendors as well as delivering positive solutions and commitment to maintain business relationships.

Motivated to achieve peak personal performance, ensure accurate statistical tables and graphs.

Acted as a contributor and editor for the government’s intranet site managing website content thus, optimizing organizational communication and networking.

Utilized Database SQL server in Java Application.

Performed system analysis and evaluation to develop a proposed software solution on a project.

Tested and fixed bugs before the applications are launched

Proficient with Microsoft desktop products and Microsoft Office Suites

COMPUTER SKILLS

Languages

Programming Skills – Java, Unix, Linux Shell Script, HTML, SQL, C, JQuery, JavaScript, XML, Json

Software

Platforms: Ubuntu, Windows 7, Windows 8, Android

Applications: JCreator, Netbeans, Dr.Java, Notepad++, MySQL, Dev C++, Brackets, Microsoft Visual Studio 2012

Database: Microsoft Excel and Microsoft SQL Server

Office Tools: Microsoft Office, Visio, Project 2013, SharePoint 2007 & 2010, WordPress

EXPERIENCE

2013 – 2016 – TECHNICAL SUPPORT/ANALYST/CONSULTANT

IT Project Coordinator/Consultant (Contract)

TREASURY BOARD SECRETARIAT (IT Source) January 2016 – May 2016

Purchasing and Sourcing of Products and Services based on IT hardware specifications - including software application requirements and administrative rights.

Contract administration of software licenses, network, hardware type and storage.

Administration of Services for IT professional Services (Architects, Designers and business unit).

Coordinate best solutions for IT projects and daily IT requisition.

Address user application issues as well as technical questions.

Build and manage implementation of project plan solutions - Staff Communications, Fluid Surveys, checklist, hoteling stations, and scheduling.

Coordinate users with vendor field technicians to deploy their new computers as well as wiping out and disposal of their old equipment.

Develop strategic plan on execution of the Quarterly laptop renewal project for 116 employees

Configure and provide solutions for hardware issues as well as mobile issues (Blackberry devices).

Technical Support

SOFTCOM INC. October 2015 – December 2015

Respond to and troubleshoot inbound calls, emails and chats within SLAs

Supporting MS Office products (Outlook, Skype for Business, Office 365, Exchange Online, and SharePoint) in a Technical helpdesk environment.

Configuration and troubleshooting of computer networking such as DNS records and network connectivity.

Performing remote session onto end user PC and provide troubleshooting

Ticket management using Kayako and CRM dynamics

Technical-Business Services Assistant (Contract)

MINISTRY OF ATTORNEY GENERAL (CORPORATE SERVICES) February 2015 – April 2015

Utilized MS Access and Excel to create reports, financial calculations, and tabulations.

Designed test scripts in filtering queries and verifying data in MS Access DB.

Providing first level support for all desktop hardware and software for all governmental employees within the divisional branch

Process transactions regarding support online requests, from email, system and hardware related issues.

Participates on editing and managing website content using dynamic database-driven applications and media tools – including plug-ins, blogs, emails, video sharing and pages.

Fixing HTML codes in Word Press editor ensuring CSS styles and tables adhere to the company’s standards and recommendations.

Provide timely responses to queries, analysis and resolution of problems, and escalation of issues to the appropriate business units and support staff

Assist in the coordination and physical replacement of all of-lease computer and hardware equipment.

Set up new hires regarding email accounts, phone lines, access/path to folders/drives, photo ID, and printer set up.

Web Developer Assistant (contract)

MINISTRY OF TRAINING,COLLEGES, AND UNIVERSITIES October - November 2014

Responsible for checking, fixing, and testing broken URLs within documents

Carefully managed HTML codes, including documentation and testing.

Utilized SharePoint 2007 and 2010 portal to manage documents and files

Coordinated with Web developers’ team in the migration of databases, service applications, ETD Intranet sites, and files to SharePoint 2013.

IT Support

RIVERDALE IMMIGRANT WOMEN’S CENTRE August – December 2013

Assisted in IT support role (computer trouble shooting, email, network connectivity, password recovery, system recovery and repair and other technical issues).

Installed Windows 7 and 8, Microsoft Office 2013, driver software and antivirus on some of the computers.

Daily maintained 18 computers including clean-up, software updates password recovery, internet connection, module updates, and repairs.

Set up computers, printers, routers and installed software.

Data Analyst (Contract)

LIVINGSTON INTERNATIONAL August 2015 – September 2015

Analyzing statistical data using spreadsheets (Excel and MS Access)

Continuous use of HighRadius software solutions to manage customer database across functional credit collection applications, graphical analysis, and maintenance.

Filtering data-sets required and solutions.

Continuous report writing, queries, matching, and data entry.

2005 – 2014 – ADMINISTRATIVE SUPPORT/ASSISTANT

Freight Sales/Agent

MY FREIGHT RATE A DIVISION OF IA FREIGHT SYSTEMS 2013 – April 2014

Successfully resolved computer problems – bugs, driver issues, system maintenance.

Utilized spread sheets to track sales and import customer database for email blasting.

Utilized Salesforce system to manage freight sales and follow-ups

Dispatched shipments across transportation companies(Canadian territories only) using OPS software

Receptionist/Assistant/Account Exec.

HURONTARIO – DUNDAS DENTAL CENTRE 2005 – December 2012

Set up user documentation for database management system using AbelDent software

Daily maintenance of computer systems – upgrades, clean up, back- up files, restore

Managed clientele database, appointment schedules and financial statements.

Proven effectiveness in clientele relations – problem solving, customer satisfaction, and resolving issues.

Administrative Support/Customer Service

RPM EXPEDITE INC. 2008 – February 2011

Conducted business to business calls – liaison between US trucking companies and local (Canadian) transportation companies

Effectively managed customer data files by using back up system through an external drive

Set up computers, printers, and Pitney Bowes Automatic Postage Mail

Managed time effectively while multitasking – faxing, email, calling, chatting

Effectively turned over Proof of Deliveries within the 48 hour deadline.

EDUCATION

Sheridan College Institute of Tech. & Advanced Learning

August 2014

Brampton, Ontario, Canada

COMPUTER SYSTEMS TECHNICIAN – SOFTWARE ENGINEERING – GPA 3.16

Trios College of Business, Technology and Healthcare

June 2008

Mississauga, Ontario, Canada

HONOURS BUSINESS ADMINISTRATION – Graduated With Distinction

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