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Engineer Desktop Support

Location:
Coquitlam, British Columbia, Canada
Posted:
September 23, 2019

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Resume:

With * years’ experience as IT Technical Support/Help Desk; 6 years as mechanical engineer

Professional training on AEC-PC Technical Support; Bachelor Degree in Mechanical Engineering

Self-motivated and multitasking, critical thinker and focused with a passion for technology and an aptitude for customer happiness

Efficient to handle multiple priorities within a fast paced environment and ultimately ensuring the best customer experience

Can provide excellent service in a calm, proactive manner with positive attitude and ability to learn new software and hardware and strong ability to work under pressure and deliver top performance

Problem solver, able to multi-task and a team player

Multilingual: English, French, and Persian

Software setup, configuration, migrations and updates and hardware supports

Install, setup, maintain, troubleshoot and repair computers

Backup and disaster recovery and virtualization

Networking principles, IP communication and CISCO networking

Installation and configuration of workstations, peripherals, printers and various IT equipment and assist users as by phone, email, remote tools, and desk-side support to resolve problems

Install and configure operating systems Windows 7, 8, 10

IT Help Desk level 1, Reef Technology, Vancouver May - August 2019

Assisted 25-30 tickets per day and took 15-20 calls and emails for clients in Canada and USA (Track-it and Service-Now)

Provided remote desktop support to end users by remote desktop app such as SCCM and LogMeIn

Performed upgrade for desktops/laptops, tablets, mobile phones, and any other devices; obtained authorization for new hardware

Supported users for Citrix, Terminal Services, VPN, MS Outlook and troubleshooting issues

Created incident reports and maintained client hardware and software inventories

Managed and organized the service desk open ticket report, required contact information of end users and assigned tickets to the appropriate resolver groups

Modified, created, disabled user accounts in Active Directory

Followed escalation procedures as required

IT Technical Support level 1, Canada Direct Marketing Inc., Montreal 2018 –2019

Assisted 10-15 tickets per day, more or less 200 external agents and almost 50 persons in Canada Direct Company as an internal customer(Fresh Service)

Troubleshooted user’s technical issues (hardware/software) in order to identify the cause of the technical problems and to communicate the resolution in a professional manner

Provided excellent technical support and customer service to users over the phone and via e-mail support tickets

Performed Mobile Device Management such as iPhones and android cell phones

Configured remote desktop support to end users by remote desktop app

Documented technical problem resolution in ticketing system (Fresh Service)

Maintained and supported call center floor (computers, phones, printers)

Configured and support VPN connectivity for users and Polycom IP phones

Technical Support Agent, TeleTech (Rogers), Montreal 2017–2018

Answered 15 - 20 calls and emails from clients and 30-35 chats per day for Rogers’s customers and 40 persons within the company for internal customer

Installed, configured, troubleshoot MS Office Word, Excel and PowerPoint issues

Troubleshoot cell phones, tablets and IOS devices systems and iPhones

Created accounts for new users and Trained junior staff members.

Supported clients using MS Outlook and Skype for Business

Provided technical support to customers and effectively resolve issues or concerns using chat

Followed-up information from customers to make appropriate recommendations for new products and services

Technical Support and Hydropower Engineer 2010–2016

Iran Water Resources Management Company, Tehran, Iran

Answered 10 -15 calls and emails for about 100 internal customers.

Installed, configured, troubleshoot Windows 7

Created, modified, disabled user accounts in Active Directory

Responded to service issues and requests in a timely manner

Used consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provided a prompt and appropriate solution

Education and Training

Training on IOS System and troubleshooting for Iphone Devices and MAC, Teleperformance, Montreal February 2019

AEC - PC Technical Support, John Abbott College, Montreal Jan. – Oct. 2018

Key Course works: Windows, Technical Support, Hardware, Networking and IP Telephony

Bachelor’s degree in Mechanical Engineering – Solid Designing

University of Shahid Bahonar, Iran Sep. 2001 – July 2006

Highlights of Qualifications

Core Competencies

Work Experiences



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