Customer Service Technical Support
Resume:
Dear Hiring Manager:
Please find my resume and cover letter submitted as expressed interest in the position of Python and Java Developers.
The values and high standards of professionalism your company exemplifies are why I seek to join and grow within your organization.
I am confident my experience and personality are in alignment with your company’s expectations and drive for continual improvement and enhancing the customer experience.
Being practiced in technical support, leadership positions as well as a trainer, coordinator and service provider, I can easily adapt to this dynamic industry.
I bring many years of high-end technical support both in the field and in-house for residential and business clients in the telecommunications sector. Additionally, I offer computer expertise in programming, configuration, and design. As an example, I created a spreadsheet that was adopted as a web application by Bell Canada to improve installation order completion. I have often been considered as a role model by my colleagues due to my hard-working character and utilized by management as an ambassador to supervise and train new hires.
I fully appreciate the significance of customer service in solidifying and growing business relationships. I enjoy accepting new challenges and encouraging others to achieve their very best.
I am eager to meet with you at your convenience to further discuss this opportunity.
Best regards,
David Agaybi
***********@*****.***
PROFILE SUMMARY
Accomplished technical support and field technician with a telecommunications leader. Many years of experience supporting residential and business customers with cable and fibre optic products and services. Extensive exposure as an: Administrator, trainer, coordinator, tester as well as project management experience helping to create an overall exceptional customer experience. Computer savvy in software installation, configuration, development, and design.
CAREER HIGHLIGHTS
Senior cable repair technician with 18 years’ experience in cable/fibre optics networks and infrastructure selected as an ambassador to train and supervise new hire field technicians
Increased number of resolved job tickets by 20 % over previous year
Awarded and recognized for most trouble ticket clearing
Tasked to train technicians on repair and installation processes and standards focusing on efficiency and customer service
Project Management
Initiated and built a database/spreadsheet for dispatch regions and technician profiles in Bell’s main job handling system that was implemented/used for technicians across Ontario region
Originated and built spreadsheet for improving installation order completion - adopted as a web application and used company wide to track and measure installation orders that were not completed resulting in cost savings and enhancing the customer experience
Developed and simplified documentation for company personnel and end users
EMPLOYMENT HISTORY
BCE 1998-2016
BCE Inc. is Canada's largest communications company, consistently investing more than any competitor in innovation to provide a comprehensive and ground-breaking suite of broadband communications and content services to consumer, residential, business, not-for-profit and government customers in Canada.
Cable Tester
Identified areas of operation requiring upgraded software, voicemail, and telephone equipment tests, developed documentation for staff, trained and developed spreadsheets for office and process optimization
Bell Canada, Mississauga, ON
2012-2016
Ticketing Coordinator
Coordinated timely management of trouble tickets, screened troubles, customer care and support
Bell Canada, Mississauga, ON
2004-2016
Administrative Technician
Ordered equipment and services for voice, data and cabling; supervised/trained field technicians; organized scheduling; administered networks, desktops and telephone equipment .
Bell Canada, Mississauga, ON
2000-2004
Field Technician
Installed and repaired voice, DSL and fibre optic services
Bell Canada, Mississauga, ON
1998-2000
Accomplishments
Processed an average of 100 database tickets/troubles per day
Researched issues on various computer systems and databases going above and beyond duties utilizing external sources to resolve complaints and properly inform
Referred difficult issues to upper management for timely resolution while maintaining positive rapport with customer to build loyalty and solidifying business relationships
Anticipated and analyzed connectivity workflow problems with cable and fibre optics networks implementing risk management methodology minimizing cost
Selected to operate on large enterprise and business critical applications
Crucial work on large database applications and Enterprise J2EE software - GUI dispatching and NetworkX fibre and cable infrastructure mapping software, engineering schematics and manholes
Numerous customer commendations for service excellence
Business - Technical Skills
Technical help desk experience in desktop/mobile/cable/fibre optic repair and infrastructure co-ordination. NOC experience with central offices and nodes.
Software installation and configuration, programming and design skills, GUI and tools
Project management, Microsoft Office expert, Network Administration
Optimizing and performance tuning, testing voice, DSL and fibre
Software Skills
This is the second and most important side of me. I have been interested in Computing since my very first Commodore 64. I learned to first program on the C64 and then GUI design with Visual Basic followed by OOP through Python, Java, C#, C++, Javascript and many other languages that I was curious to understand. I also learned many concepts and technologies working in telecommunications.
Object-oriented design
HTML5, CSS3, Javascript, Jquery, JSON, AJAX, Bootstrap, Illustrator, Photoshop, Adobe Audition
Databases (Oracle, MS Access, SQL, Excel, Google Docs)
Python, Flask, server side, automation, data mining and data analysis with NumPy, SciPy, Pandas, and basic R
Basic Java
Git and GitHub flow development process
Windows, Windows Server, IIS, Telnet
TCP/IP, DHCP, DNS, Active Directory, Network administration, LAN/WLAN,
Remedy, Citrix, MS Visio, VPN, PerfectForms, SAP, Google Docs, Google Drive.
EDUCATION - PERSONAL DEVELOPMENT
Bachelor of Science
University of Toronto, ON (In progress) - Completed 2.5 years or 5 semesters studying Biology, Chemistry, Calculus, Differential Equations, Physics, Psychology and Literature.
Participated in team, cross-divisional and technical forums
Attend local meetup group for coders and IT professionals
Passionate about technology and actively engaged in trends on new and emerging technology in the software development and telecommunications field
Painter - portraits for family and friends
Web designer, web development
Health and Fitness
Constantly reading and learning about the IT world and computer technology through hours of daily online reading, research, tutorials and hands on with my personal computer.
Pursuing a 16 month Computer Programmer Diploma at Sheridan College beginning in the fall of 2017.
Self-learning Android development
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