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Technical Support Customer

Mississauga, Ontario, Canada
April 21, 2017

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Kang 416-***-****

Work Experience

FlexITy Solutions Richmond Hill, ON May 2014 – Present Customer Support Analyst, Network Operations Center – Managed Services

Configures and implements several different technologies such as Cisco Catalyst switches, ASAs, Juniper SRX240s, SSGs, and other routing equipment

Provides timely support on technical cases to meet SLAs

Over 300 incidents have managed, analyzed and resolved in the first year of employment

Worked with HP Service Manager and System Centre SM to open, follow-up, and resolve tickets

Assists with Active Directory accounts for internal and external users

Raises return material authorizations (RMA) with vendors and end users to replace defective hardware

Frontier Networks Toronto, ON Co-op Placements from 2011 – 2013 Technical Support Specialist & Data/Voice Specialist – Technical Assistance Center

Completed several projects in 2013 that focused on the configuration and implementation of VoIP technologies for customers in Canada and UK

Provided technical assistance and worked with vendors to resolve varying impacts of Network outages throughout Canada, USA, and UK

Redesigned the content and design layout of internal wiki and ticketing system using Linux file system and varying web-design languages (javascript, css/html)

Assisted with adding, editing and redesigning content in the internal wiki such as network diagrams, procedures, and training documents

Patched network cables (straight-through, crossover), racked and mounted servers, switches and routers in local data center Education

Ryerson University Toronto, ON

Completed – Bachelor of Commerce:

Business Technology Management ‘14

1st year completed – Bachelor of

Mathematics: Computers ‘09


Axelos Global Business Practice

Completed – ITIL Foundation in Service

Management – October 2016


Completed – Sandvine Essentials Training

– February 2015


CCNA Routing & Switching in progress to

complete by Q4 2017


VCP6 Data Center in progress to complete

by Q2 2017


New City Kids Camp – Summer Camp

Counsellor – 2015 & 2016

New City Baptist Church – Events

Coordinator – 2014 to Present


4 years of experience in supporting clients in many different roles like Network/Systems administrator, NOC technician, TAC technician, Data Center technician

Team player and leader in and off work hours, in the office or on the volleyball courts, team cohesion and coordination always leads to success

Expert at adapting to situations and needs, quick-learner and works hard to maintain quality service throughout

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