Customer Service Help Desk
Resume:
Narcia K. Kaseya
SE Calgary, AB
Email: ************@*****.***
SKILLS & ATTRIBUTES
Hard working, disciplined, energetic team player
Superior verbal and written communication
Bilingual French and English
Excellent organizational and interpersonal skills
Proven ability to demonstrate tact and discretion in preparing, disclosing and handling information of a confidential, controversial and sensitive nature
Enjoys working with people and a excellent problem solver
Experience with remote desktop applications and help desk software
Able to analyze situations and make appropriate decisions without immediate supervision
Able to function well in a high energy environment, under pressure and in ambiguous situation
Advanced Computer experience and skills including Microsoft office, managing and maintaining PCs, Apple products, Troubleshooting Hardware and Software Problems, Network+, Linux, Visio, SharePoint Administration, PowerShell, Cisco Network Devices, Network Security, Designing and Implementing Server Infrastructure. EMPLOYMENT HISTORY
CUSTOMER SERVICE SKILLs
Bilingual Customer service Randstad,Calgary AB
Greet customers efficiently in a friendly manner.
Ensure customer satisfaction and provide professional customer support.
Maintain a positive, empathetic and professional attitude toward customers at all times
Keep records of customer interactions, transactions, comments and complaints.
Acknowledge and resolve customer complaints.
Open and maintain customer accounts by recording account information.
Process orders, forms, applications, and requests.
Recommend potential products or services to management by collecting customer information and analyzing customer needs.
Communicate and coordinate with colleagues as necessary.
Provide feedback on the efficiency of the customer service process.
Manage a team of junior customer service representatives.
Respond promptly to customer inquiries.
Receive monthly training on new and existing products.Investigate complicated customer questions with the research team, and occasionally the Quality Control team.
Make suggestions on AOR products for customers based on a condition or symptom they might be trying to correct
Assist the Customer Excellence Manager as necessary
Assist Marketing, Shipping, and Finance department Office Administration skills Gofor, Calgary,AB
Interacted with customers by phone, email, or in-person to provide information
Coordinated communications, registration, record keeping and other administrative functions.
Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
Maintained electronic and paper filing systems for easy retrieval of information.
Performed routine clerical tasks by scanning, filing and copying documents.
Screened phone calls to take messages and route calls to appropriate personnel.
Created and maintained databases to track and record customer data.
Scheduled office meetings and client appointments for staff teams.
Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Completed clerical tasks such as filing, copying, and distributing mail.
Monitored security to help maintain equipment, data and information safety.
Managed filing system, entered data and completed other clerical tasks
Organized meetings for executives and coordinated availability of conference rooms for participants
Delegated tasks to administrative support staff to organize and improve office efficiency
Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
Organized spaces, materials and catering support for internal and client-focused meetings.
IT SUPPORT PROFESSIONAL Teema, Calgary, AB
Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem.
Support the roll-out of new applications.
Provide support in the form of procedural documentation.
Manage multiple cases at one time.
Test and evaluate new technologies.
Coordinate with or escalate requests to other IT team members as necessary.
Utilize IT service management tools to document and track all service requests and incidents.
Support the implementation of enterprise-wide IT projects and initiatives at the regional, end user level.
Bilingual helpdesk support Gam tech, Calgary AB
Hands and eyes support for other IT members located at the main branch, which would include server and network equipment.
Update software and computer updates using application push scripts via remotely
(windows, java, adobe reader, adobe acrobat etc).
Support asset management activities, including distribution and accounting, for new hardware, returned hardware and changed or replaced hardware.
Respond within defined service level agreement, to requests received through the service desk (via phone, email, ticketing tool, etc.).
Provide timely and accurate customer feedback.
Resolve technical issues with outlook, mails, Distribution group.
Maintain, troubleshoot and administer the use of local area networks (LANs), wide area networks (WANs), mainframe networks and computer workstations and peripheral equipment
Evaluate and install computer hardware, networking software and operating system software
Operate master consoles to monitor the performance of computer systems and networks and to co-ordinate access and use of computer networks
Provide problem-solving services to network users
Implement data, software and hardware security procedures
Perform routine network start up and close down and maintain control records
Perform data backups and disaster recovery operations
Desktop transformation
Migration office 365 in each desktop and mobile devices
Creating outlook profiles for end users
Texting Printers
Data Collector skills Statistics Canada, Calgary, AB
Demonstrated respect, friendliness and willingness to help wherever needed.
Excellent communication skills, both verbal and written.
Organized and detail-oriented with a strong work ethic.
Adaptable and proficient in learning new concepts quickly and efficiently.
Paid attention to detail while completing assignments.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Developed and maintained courteous and effective working relationships.
Skilled at working independently and collaboratively in a team environment
Worked well in a team setting, providing support and guidance
Self-motivated, with a strong sense of personal responsibility
Proven ability to learn quickly and adapt to new situations
Excellent communication skills, both verbal and written
Passionate about learning and committed to continual improvement Junior/Network system Administrator Shawcor, Calgary, AB
Maintain, troubleshoot, repair and administer local area networks (LANs), wide area networks (WANs), mainframe networks, computer workstations, connections to the Internet and peripheral equipment. •
Evaluate and install networking software, network devices (physical and virtual), and software applications. •
Troubleshoot and resolve issues in customer environments. • Provide thorough ticket updates and knowledge articles to guide future incidents and problems. • Provide problem-solving services to network users. •
Perform network administration on firewalls, load balancers, routers, switches, etc. •
Work closely with internal partners and managers to promptly identify and resolve client problems or issues. •
Perform shell scripting or other basic scripting tasks. Volunteer, Computer Repair Technician ERA (Electronic Recycling Association
Test, diagnose, troubleshoot and repair smartphones, tablets, computer and laptops •
Provide repair and replacement estimates for the customer •
Communicate with the customer to explain technical issues in an easy to understand, helpful manner •
Provide the customer with the complete solution by offering our full range of wireless services including Cell phone prepaid plans •
Greet customers and answer phone calls in a professional, courteous, friendly manner • Utilize the Point of Sale system to maintain an accurate record of customer information and real-time status of customer repairs •
Organize, receive stock and mage inventory in accordance with Company requirements.
Open and close duties, as well as regular cleaning and dusting Customer Service Coordinator Betsa Tech, Calgary, AB
Generated grow of Client base.
Proactive calls and visit clients.
Fulfill customer expectations in a way that also complies with policies and procedures, for various functional areas of the mortgage life cycle.
Participate in activities designed to improve customer satisfaction and business performance. •
Process various updates to the mortgage account such as borrower contact information and requested account changes. •
Meet expectations in regard to outlined call quality, compliance, and customer service standards while interacting with customers. •
Recognize appropriate retention triggers for renewal and refinance opportunities.
Maintain accurate system records of inquiries and transactions processed. •
Translate a variety of documents
EDUCATION
Network Systems Management Diploma
CDI College of Business, Technology & Healthcare Calgary, AB
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