Technical Support Customer Service
Resume:
Samuel Yassa
Deux-Montagnes, QC J*R 4J1
Cell 438-***-****
E-mail: ***.*****@****.**
Languages: English, French
SUMMARY OF QUALIFICATIONS
Microsoft Certified System Engineer (MCSE) and Networking specialist
Operation, implementation and support of computer networks on Windows NT platforms
Conversant with all aspects of networking technologies for LANs and WANs
Strong technical support and troubleshooting skills
Excellent background in technical training
Superior customer service and communication skills
EDUCATION
MCSE 09/99-02/00
Microsoft Certified System Engineer Certificate
GP Learning Technologies (D.E.P)
Post-Secondary Education. 08/98-05/99
Computer science program.
Vanier College.
High School Diploma. 09/92-06/97
D.E.S (Diplome d’Etude Secondaire)
West Island College High School
PROFESSIONAL HISTORY
Service Desk Analyst CN 07/12-present
Troubleshoot issues employees are having with hardware or software
Write all information done on the call in the database
Worked with Active directory, HP Service Manager, Remote desktop, SAP, Lotus Notes
QSOC conductor course
Take on average 50 calls per day
Doing level 2 workload and guiding fellow level 1s with their issues
Helpdesk Analyst Compugen 05/11-05/12
Troubleshoot issues employees are having with hardware or software
Write all information done on the call in the database
Worked with Active directory, Remedy ticketing system, Remote desktop
Take on average 40 calls per day
Technical Support IBM 03/09 –02/11
Troubleshoot issues employees are having with any kind of hardware or software
Write all information done on the call in the database
Worked with Active directory, Remedy ticketing system, Remote desktop
Did several accounts including: Aldo, Abbott Labs, Home Depot, Service Ontario, Calgary Airport, IBT
Take on average 40 calls per day
Technical Support SITQ 11/09 – 04/10
Troubleshoot issues employees are having with any kind of hardware or software (printers, office, vpn, blackberry,…)
Go on-site if needed
Write all information done on the call in the database
Excellent environment, great people to work with
Take on average 30 calls per day
Technical Support Rogers 04/08- 03/09
Troubleshoot issues employees are having with the programs via telephone and email
Fix vpn and blackberry issues
Write down all steps taken in the database
Send technician on-site if needed
Take on average 35 calls per day
Technical Support Videotron 04/06-04/08
Troubleshoot issues customers have with internet connections, mail or telephone
Troubleshoot hardware and software
Type all the steps we did with the client in our database
Take an average of 50 calls per day with an average of 7 minutes per call
Technical Support Telus 10/03-06/05
Troubleshoot issues customers are having with high speed and dialup internet connections from Western Canada: ie customer able to connect but cannot browse
Troubleshoot issues customers have with mail
Troubleshoot issues with Telus shared hosting
Troubleshoot hardware and software
Insert all steps and data information the database
Helped other technicians lower talk times
Take an average 45 calls per day
Technical Support Sodema 11/02-10/03
Troubleshooting calls from customers with issues on high speed and dialup connections
Troubleshoot customers with their e-mail issues
Average time each call gets fixed is 10 minutes
Troubleshoot hardware and software
Insert all steps and data information the database
Take an average of 40 calls per day
Technical Support Bell Sympatico 10/01-06/02
Troubleshooting calls from customers having issues with high speed and dialup connections
Troubleshoot customers with their mail issues
Average time each call gets fixed is 10 minutes
Troubleshoot hardware and software
If need be I would transfer customers to appropriate department for further troubleshooting
Take an average of 40 calls per day
Technical Support Compaq Customer Help Center 08/00-03/01
Supporting Compaq customers located in North America
DBD (diagnose before dispatch) trouble shooting Hardware and Software
Resolution time 15 minutes per call
Average 75% successful ratio over the telephone, 25% needed hardware intervention
Dispatch field engineers and the required parts.
Handled an average of 30 calls per day
References available upon request
Contact this candidate