Customer Service Representative

Peter Hug / IT Support Specialist

Address ** ******* ***, *******, ** M6N 2V6

Phone 416-***-****

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

Linkedin http://www.linkedin.com/in/peter-hug

Summary

With over a decade of IT support and a call centre background, my skill set is focused around customer service, team cohesion and metrics. Project management and training/monitoring co-op placements has allowed me to hone work and people management skills. I have strong analytical, logical, and Troubleshooting skills. I can learn quickly to adapt to new situations, and my knowledge, dedication and experience would be an asset to any team.

Skills

Communication

French/English Bilingual, Training, Documentation Creation and Maintenance, Professional Communication (written and verbal), Courteous, Strong Customer Service Focus. Escalation Management

Technologies

Citrix, VPN, Remote support, Virus/Malware Remediation, TCP/IP, Bitlocker, Safeboot. Mobil e device support (Blackberry. Android, IOS), Intune and Good for Enterprise Support.

Hardware

Laptops, Tablets, Desktops, Printers, MFPs, Mobile devices, Accessories, Audio Visual, Network, Equipment Repair.

People Management

Onboarding, Training, Coaching, Mentoring, Providing Evaluations and Feedback, Documentation Development and Review, Interviewing, Training Coordination.

Software

Windows 7&8.1, Active Directory, CRM (ServiceNow, Remedy BMC), Backups/Restores (Arc serve, IBM TSM), Active Directory, Outlook/Exchange, Microsoft Office, Sharepoint, Lync (Skype for Business).

Organizational

ITIL, Inventory Tracking and Management, Purchase Order Receipt and Tracking, Resource forecasting and tracking, Large scale project tracking, Team player, Autonomous worker, Escalation Management, Vendor supervision and quality assessment.

Work Experience

SUPPORT SPECIALIST II – Aon – Toronto, Ontario - 2012 – Present

Standardized and documented data-centre shutdown process across North America

Coordinated Change Management for the Canadian Region.

Performed VIP support as part of 24/7 rotation.

Organized A+ training and Continuing Education requirements for North America.

Surface Pro 3 pilot deployment.

Performed backup tape management and shadowcopy restores.

Forecasted future capacity needs.

Includes all responsibilities from Support Specialist I below.

SUPPORT SPECIALIST I – AonHewitt – Toronto, Ontario - 2005 - 2011

Smart-hands data-centre and server hardware support.

Mobile Device support (blackberry, IOS, Android) for Microsoft Intune and GOOD for Enterprise.

Assisted with resume review and hiring selection of new contractors and co-ops.

Worked autonomously to support 3 office locations with a total population of 350+ colleagues.

Active Directory and Novell rights administration.

PC and laptop setup and deployment.

Managed location specific asset disposal.

Provided first and Second level support.

Planned, coordinated, and executed life cycle testing after implementations and migrations.

Performed inventory tracking and report generation.

Onsite and remote support through remote assistance and Lync sharing.

CUSTOMER SERVICE REPRESENTATIVE – Hewitt - Toronto, Ontario - Sep 04 - Nov 05

Matched communication style to callers.

Provided fully bilingual support for Canada-wide client.

Managed outbound calls to meet response requirements while meeting service levels.

Identified trends resulting in multiple calls as well as their root cause.

CUSTOMER SERVICE REPRESENTATIVE – BDP/Resolve - Etobicoke, Ontario - Mar 03 – Sep 04

NETWORK SUPPORT INTERNSHIP – Conseil Scolaire Districte Catholique Centre-Sud – Toronto, Ontario – 2003

Performed large scale operating system refreshes across multiple locations.

Minimized software footprint to accommodate minimum standard system specifications.

Desktop, Laptop, and Printer repair.

Education

A+ CE 2012-2018

COURSES COMPLETED

Troubleshooting and Supporting Windows 7 in the Enterprise

Foundations of Novell Networking

CCNA

Previous Dell hardware repair certification

COMPUTER NETWORKING AND TECHNICAL SUPPORT – Seneca College - Toronto – 2004-2005

INFORMATION TECHNOLOGY – York University - Toronto – 2002-2003

.Courses included Software Engineering Design, Object Oriented Development, Java Development, Sets and Logic, Information and Organizations

BILINGUAL OSSD – Monseigneur De Charbonnel - Toronto

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