Technical Support Specialist

VALENTIN-GABRIEL VLAD

TECHNICAL SUPPORT SPECIALIST

******@*****.*** 647-***-**** North York, ON

SUMMARY

Experienced IT support professional with a knack for solving complex technical problems and training users. Seeking to bring my skills to an organization where I can help maintain robust IT systems and empower users through effective support and training.

EDUCATION

Springboard Digital Marketing course – August 2023

Lighthouse Labs Full Stack Web Developer – February 2022

Seneca College Computer Programming and Analysis – 2020

EXPERIENCE

Certified Tech Advisor – theITSupportCenter, LLC

Toronto - remote (Aug.2023 – present)

Provided expert technical support and troubleshooting for clients, ensuring efficient resolution of complex IT issues and minimizing downtime.

Conducted in-depth diagnostics and implemented solutions for hardware and software problems across various platforms, enhancing system reliability and performance.

Delivered personalized training and guidance to clients on best practices for utilizing IT resources, improving user proficiency and satisfaction.

Collaborated with a team of tech advisors to develop and refine support protocols, contributing to the overall improvement of service delivery and customer experience.

Test Automation Engineer – Revature,

Toronto (June 2022 – September 2022)

Completed the Test Automation Engineer curriculum as MVP - distinguished myself through backend database and business logic.

Strong immersion into functional testing adding new tools on my belt such as STLC, testing mindset, Python, Java, Agile/Scrum, AWS (RDS and EC2), Cucumber, Selenium, Jenkins.

IT Assistant – Centre Francophone du Grand Toronto

Toronto (Aug.2021 – Nov.2021.)

Contracted for decommissioning unused equipment in the server room.

Reimaged and installed applications on upgraded stations on-site and new laptops.

Lowered IT admin work load, by assisting employees with simple computer related issues.

Service Support Specialist - Some Alarm Company

Toronto (Dec.2016-Dec.2017)

Assisted installers with more complex system configuration for large sized systems.

Investigated reports of false positives to identify malfunctioning equipment and created the customer’s app setup guide, lowering the installer’s time spent on site with more than 20% by responding directly over the phone or with remote assistance to additional inquiries.

Addressed technical support requests on alarm systems, smartphone applications or web-based applications by troubleshooting issues, checking for compatibility issues, or addressing general inquiries by educating system owners on acquired systems.

Communicated with the other departments to provide customer resolution.

Customer Support Representative – Optima Communications,

Toronto (Aug.2016-Dec.2016)

Assisted with the use of the on-line profile for torontohydro.com, by educating about its use, its configuration effects, or simple troubleshooting.

Addressed billing and collection inquiries, by issuing reconnections, starting or stopping the service.

Provided information on assistance programs, documentation, or forms.

Provided customer resolution, by communicating with other departments (Billing, Collection).

Software Support Engineer 2nd Tier -Okta at CGS Romania,

Romania (Sept.2015 – Mar.2016)

Addressed service enhancement requests, requests for documentation and instructions, walkthrough with custom scenario configurations, domain federation, single sign on setup requests.

Used break-fix scenarios, by reproducing reported issues before escalating for tier III.

Assisted IT admins with advanced troubleshooting of reported configuration, by answering on-call support lines.

Technical Support Representative – AOL at CGS Romania,

Romania (Jan. 2012 – Aug. 2015)

Solved customer inquiries, explained functionality, troubleshooted connection errors for AOL Desktop Software (Dial-up or Broadband), and addressed software misbehavior.

Uninstalled/reinstalled other software included in client's package such as antivirus, anti-phishing, or other related mobile apps.

Quick operations for older OS (Windows 95, 98, ME, XP, Vista, Windows 7) optimization/ memory use.

Assisted customers with emails and Address Book recovery and unblocking, email setup on different email clients such as Outlook, Thunderbird, and default mobile email client.

Became the go-to-person for starting new employees wanting technical assistance or confirmation of diagnosis for their cases.

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