Technical Support Customer Service

SUMMARY OF QUALIFICATIONS

-Customer Service focused, multi-lingual technical client support specialist with experience diagnosing, troubleshooting and resolving issues with desktop software, hardware, network connection printers and multi-function devices

-Technical expertise in LAN/WAN technology and network hardware, software and operating systems, Novell Netware, Windows, Ethernet, IP, routers, switches, and network management tools

-Superior analytical, problem solving, conflict resolution, critical thinking and decision-making skills, able to investigate issues, identify errors and provide effective recommendations for resolution

-Recognized by staff and clients for consistently displaying courtesy, tact, discretion, good judgment, sensitivity to diversity and professionalism in all interactions

-Expertise in Windows (XP, Vista, 7,8), iOS, Android, Linux, PAVES, DPAVES, i5000, AVANT

-Excellent public relations and interpersonal skills; able to build consensus and maintain effective working relationships with staff at all levels, vendors, other divisions, clients and the public

-Self-starter; able to take initiative, work independently and collaborate with a multi-disciplinary team

-Proven time management skills; able to organize and prioritize multiple tasks to meet strict deadlines

-Proficient in MS Office (Excel, Outlook, Project, Power Point, Word), SAP, Novell, Windows email, internet research and standard desktop applications, Divisional automated systems (SAMS EASi, ESP, EPA)

-Committed to ongoing professional development to enhance competence and remain current on technology

-Exceptional verbal and written communication skills; able to clearly explain and present complex technical information to non-technical audiences and write complex technical and statistical reports and documents

-Awareness and understanding of Occupational Health & Safety Act; ability to safely lift and move 70 lbs. plus Adaptable, reliable, willing and able to travel to various work sites and to work any shift, evenings, weekends

RELEVANT EXPERIENCE

Application &Technical Support Specialist (Intern): Toronto Employment & Social Services, 2017 – pres.

-Respond to user inquiries, investigate and analyze problems and develop solutions and action plans

-Develop and recommend improvements to current environment, policies and processes to increase operational efficiency and enhance service delivery

-Provide expertise in assessment, analysis, problem resolution / prevention for hardware, software, security, access control, networking, connectivity; Inventory / install / maintain applications, hardware, software

-Schedule workload and set priorities to provide optimal response times

-Liaise and coordinates with internal staff and City departments and external groups on problem resolution

-Identify, track and analyze recurring issues or trends in user inquiries, escalate to management and recommend preventative solutions and improvements to current environment, policies and processes to mitigate recurrence

-Research new technology in order to recommend acquisition and disposal of hardware and software

-Support and train users: identify recurring issues and skill gaps to management; design / deliver skill improvement training

-Assist users with security, access and authentication for Divisional software (SAMS, EASi, ESP, EPA etc.)

-Apply hardware / software upgrades, configuration corrections; integrate new platforms / services with infrastructures;

Selected Accomplishments:

-Provided advice and guidance to staff on hardware / software technologies,, connectivity, backup, recovery

-Responded quickly to urgent issues regarding client computers in busy Social Services employment centre

-Coached, guided and trained staff in use of technology; prepared material to facilitate knowledge transfer

-Tracked all technical support activities and prepared accurate statistics and summary reports

-Act as Local Technical Support Back-up in absence of regular staff: support East District users

IFE Maintenance Technician Team Lead: Ethiopian Airlines, Addis Ababa, Ethiopia, 2011 - 2016

-Performed maintenance work, installation work, repair station work, and ground equipment maintenance work on the In-Flight Entertainment (IFE) systems in accordance with Aviation Regulations (FARs), maintenance manuals and internal operating procedures

-Conducted IFE System verification and validation; built-in test (BIT) and manual testing of IFE systems.

-Troubleshot electronic units, cabling or seat consoles in which failures occurred using knowledge of electronic theory

-Identified necessary repairs to restore functional acceptance; removed / replaced defective modules/ cabling.

-Documented maintenance performed on a daily basis utilizing established procedures; submitted daily report

-Ensured all airline log book discrepancies pertaining to IFE Systems were cleared and provided daily status of testing efforts to team lead and management

-Created, collected and analyzed customer satisfaction questionnaires; researched past customer complaints

Selected Accomplishments:

-Achieved troubleshooting of faults and released up to 500 cabin seats and equipment per day back to service within 45-90 minutes and attained over 87% customer satisfaction rate in 2014/15

-Selected as Team Leader for 23 flights plus per day and trained 19 new employees

-Revised and improved employee performance evaluation methods resulting in significantly reduced complaints Instrumental in providing cost saving ideas that were implemented; resulting readjustment of company policies saved more than 250,000ETB (10,000 USD) for the department

CAD/SAP Assistant Engineer (Internship): Ultimate Plans and Architects, Addis Ababa, Sep 2013 - Feb 2014

-Conducted research and prepared detailed drawings, architectural concepts and structural models under the supervision of an architect according to design specifications using AutoCAD and Revit software

-Analyzed building codes, by-laws, space, site and permit requirements, and identified potential design limitations and/or effects of same on building architectural designs;

-Drew and analyzed rough and detailed scale plans for use by consultants, contractors, and tradespersons;

-Conceptualized, designed and developed 2D and 3D models incorporating project, from pre-design to execution; prepared cost estimates, contracts, bidding documents, technical reports, feasibility studies

Selected Accomplishments:

-As consulting engineer reviewed CAD designs, monitored adherence to codes for 4 site engineers; supervised, coordinated, and inspected work on construction projects

-Provide analysis and recommendation for improvement; to ensure construction designs were error-free

EDUCATION

BSc in Civil Engineering: Addis Ababa University Institute of Technology, Ethiopia, 2011 - 2015

Aircraft Airframe Diploma: Ethiopian Airlines Aviation Academy, 2011

PROFESSIONAL DEVELOPMENT

Leadership and Management Skills Certificate: Vision Congress for Democracy, 2014

Service Now Customer Support Certificate (in progress), expected in 2017

CompTIA A+900 Series Certificate, 2016

Entrepreneurship Workshop: 2015

Service Analyst IT Essentials: Technology Service Corps, NPower Canada, 2016

Installation, Configuration and Troubleshooting of Windows, iOS, Android, and Linux OS; Networking Basics (LAN/WAN, IPV4, IPv6,); Network Topologies; Installing Wireless and SOHO Networks; Security and Forensics;

Network services and Cloud Computing; Implementing Preventive Maintenance Measures on Workstations,

COMMUNITY INVOLVEMENT

HIV / AIDS Peer Educator: African AIDS Initiative International

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