Manager Desktop Support

MINA FAHIM

* ******* ***, ***** ****, ON M*J *E*

Phone: 647-***-****

Email: *******@*****.***

An enthusiastic, motivated and ambitious York University graduate with a BA degree in Information Technology, who aims to utilize analytical, problem-solving and technical skills acquired through three and half years of work experience providing IT support in various areas, academic knowledge in IT taught over the course of four years of study at York University, and exceptional communication and interpersonal skills, to join your organization, providing top notch service and support and growing as an effective, fruitful and valuable member of the team in the process.

EDUCATION

Bachelor of Arts Degree in Information Technology

York University, Toronto, ON

GPA: B

PROFESSIONAL EXPERIENCE

AV Support Technician. 04/2019 – present

York University – North York, Ontario

Perform generic and basic tests on connectivity and application launches to ensure that performance is up to standards.

Recommend or perform restorative actions and best practices on hardware and software to correct problems and/or prevent potential future issues.

Utilized hand tools and working knowledge of hardware to occasionally perform hands-on assembly, testing and maintenance of test station hardware and portable (roll-in) PCs

Evaluates, prioritizes and answers basic and intermediate software service requests (TechSmith Relay, ZOOM, Skype and more) that are received from clients via email, phone and/or in person to ensure proper performance and functionality

Performs diagnostics to isolate and determine cause of software performance problems and malfunctions

Setup, demonstration of operation and use, and support for audio and video equipment and Crestron systems for events and classroom use.

Communicate effectively with manager and/or team members

Assist manager with projects, tasks and assessment of equipment.

Service Desk Assistant. 09/2018 – 04/2019

York University – North York, Ontario

Provided first point of contact support to end users including faculty, staff and students with professionalism, timeliness, and accuracy.

Responded to telephone calls from faculty and staff members, generated incidents/service request tickets using Cherwell Incident Management System to log clients inquires and collaborated with campus-based Faculty IT staff to coordinate second and third level technical support.

Managed Live Chat inbound queue by responding to clients’ inquiries and incident reports over Chat efficiently and in a timely manner.

Responded to Classroom Operations phone calls including demo requests, CEO Order Inquiries and Classroom AV Equipment Malfunction reports, and dispatched AV Support Technicians on site as needed.

Assisted with additional duties as assigned by Team Manager.

Technical Support Consultant. 08/2018 – 04/2019

Rogers Communications Inc – Toronto, Ontario

Provided thorough support and problem resolution for IGNITE customers by asking probing questions, and quickly and efficiently utilizing available tools to run signal tests and identify potential sources of the issue, whether specific to customer equipment or related to a common known outage

Established patterns to reoccurring issues and provided input to development teams to update current troubleshooting tools

Maintained composure and patience in face of difficult customer situations

Continuously kept customers updated while performing diagnosis to their technical issues and reassured them of potential resolutions.

Educated end-users on the technical aspect of the product by delivering answers to their how-to questions in a way that meets their level of technical understanding.

Empathized and ensured that reported issues are resolved in a timely manner, or escalated to tier 2 support, informing customers of expected resolution time and ensuring maximum customer satisfaction

IT Help Desk Analyst 05 / 2018 – 07 / 2018

Codefusion Communications Inc – East York, Ontario

Analyzed and identified technical issues and utilized available tools as well as personal knowledge and research to find solutions

Administered remote access through LogMeIn Software to access clients’ computers and servers for troubleshooting, downloading and updating software, and configuration

Documented and tracked all received requests in Connectwise Incident Management System

Facilitated remote management of phones systems for clients through voip.ms such as call forwarding, setting up recorded messages, and more

Prepared and updated daily status reports and generated monthly reports

Built relationships and established trust with clients, and continuously ensured clients' loyalty to the organization through extraordinary communication and interpersonal skills

Traveled to clients to set up wiring, troubleshoot and resolve technical issues that cannot be dealt with remotely.

Technical Support Representative 02/2018 – 07/2018

Shaw Direct – Mississauga, Ontario

Performed troubleshooting over the phone to identify and resolve issues with satellite receivers, dishes, and lines

Maximized efficiency through the use of documented procedures and tools to provide support and to view and modify clients’ programming, book service calls, dispatch technicians, process shipments of replacement equipment and more

Employed internal RTS ticketing system to open and resolve tickets associated with clients’ complaints

Continuously maintained updated knowledge of Shaw products and services to better provide customer support and resolutions

Student Computing Service Adviser. 09/2016 – 04/2018

University Information Technology, York University – North York, Ontario

Implemented first level contact and conveyed resolutions to customer issues

Setup, demonstration of operation and use, and support for audio and video equipment and Crestron systems for events and classroom use.

Identified problems, researched answers and guided clients through problem-solving process over the phone, on LiveChat, face-to-face on counter and on-site

Utilized ticketing systems such as Remedy and Cherwell to create, work on and resolve tickets regarding clients’ issues

Resolved issues regarding the residential internet service dedicated to students staying in dormitories (ResNet)

Trained new employees on the use of available tools to troubleshoot, identify and resolve technical issues

Utilized excellent customer service skills and exceeded customers' expectations

Additional Skills

Supporting Windows 7, Windows 10, MAC OS, Android, IOS

Professional and self-built knowledge and experience with Windows Server 2008 & 2012 configuration, and desktop support

Advanced soft skills such as leadership, communication, presentation and customer satisfaction

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