Customer Care Service

Ian Mungal

Email: ****@*******.*** • Phone: 416-***-****

Present Day

Currently providing services as a contracted Managed IT Service Provider, as well as a Construction Estimator for Page Flooring and Concrete Solutions Contracting. In 2017, I had successfully upgraded their IT systems and recovered them from multiple viruses. With continued comprehensive and thorough assessments of the technology environment, the company has since been safe from security threats.

Key Competencies

• MS Windows Server 2008-2016 • PC Configuration and Deployment • Asset Management

• Data Backup and Restore solutions • Active Directory and Group Policy • CompTIA A+

• Server Hardware Installations • Apple OSX, iOS, Android, Blackberry • Office 365 Professional Experience

Page Flooring & Concrete Solutions September 2017 to Present IT Administrator and Construction Estimator

• Manages full scope of IT Infrastructure including Microsoft Office 365

• Successfully migrated the company to Windows 10 and Windows server 2016

• Recovered server and workstations from Ransomware virus

• Successfully recovered hacked email accounts

• Implemented Sophos Endpoint Security: Firewall device and Anti-Virus software.

• Using Construction software, scales architectural drawings, prices materials and installation, provides profit margin analysis on all project bids Mid-Range Computer Group September 2015 – September 2017 Technical Specialist – Intel

• Continually achieved contracted Service Level Agreements with multiple clients.

• Managed users/groups account, Group Policy Objects, MS Exchange.

• Supported clients via phone, email, remote connection and in person.

• Earned on-line certifications with: Dell, HP, IBM Servers and SAN, LTO Tape Libraries, VMware, and Veeam Back-up and Replication (VMTSP), Exchange Server/Outlook, O365.

• Manages data backup and recovery. Successfully restored client’s files within minutes.

• Learned and implemented system auditing skills to achieve datacenter ISO certifications.

• Worked with Tyco to update and deploy a new access control system and server, and have been successful with this at multiple companies.

• Successfully recovered multiple user’s data and systems from crypto virus’. Geota Technologies Inc. January 2010 – 2015

IT Consultant and Co-ordinator/ Active Directory Domain Admin Movado Group of Canada, and Bulova Watch Company.

• Achieved a reduction in the company’s carbon footprint, and reduced hydro cost by co- ordinating the project to virtualize multiple server environments.

• Completed VMware project goal within planned time frame.

• Managed to help bring down costs of leased IT equipment by keeping a good relationship with all vendors.

• Worked with Tyco Security to update and deploy a new access control system and server.

• Completed CompTIA A+, and Microsoft MCITP studies.

• Completed and passed the course: Administering Office 365 for Business.

• Configures and Deploys User Workstations, including Windows 7 PCs using Imaging software.

• Creates and Implements Disaster Recovery Plans.

Pioneer Electronics of Canada September 1997 – February 2010 Senior Technician and Technical Trainer

• Provided technical support and training to Pioneer’s Authorized Service Centres across Canada

• Successfully completed Blu-ray and Plasma TV modification projects

• Performed troubleshooting and repairs on warranty and non-warranty products

• Designed service manuals for Blu-ray and Plasma

• Filled in for Customer Service Agents, assisting customers on the Customer Care line and email

• Performed quarterly audits for ESD control (Electric Static Discharge)

• Lead Technician for mobile navigation products

• Annual training in Los Angeles with Engineers from Head Office in Japan

• Vast experience with component level troubleshooting, schematic diagram reading, surface- mount component soldering and firmware upgrading

• Experienced using DMM’s, Oscilloscopes, signal generators and soldering irons Achievements

• Co-ordinated with Pioneer Engineers in Japan to re-design mobile amplifier circuitry and completed modification project of all amplifier units for the Canadian market

• Transformed Service Lab to a Certified ESD Controlled Area

• Trained and Certified in WHMIS (Workplace Hazardous Materials Information Systems)

• Trained and Certified in Customer Service Skills and Techniques

• Workplace safety training

Education and Skills

Veeam Back-up and Replication Certified VMTSP

Lenovo Deep Dive SAN Technology Certificate of completion CompTIA

Textbook and IT University Online

A+ 2015, 2010 Completed Text and Online

Network+ 2011 Partial Online

Security+ 2012 Partial Online

Ryerson University

Certificate of Business Management 2003-2006

DeVry College of Technology

Diploma of Electronics Engineering 1995-1996

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