Narcia K. Kaseya

****, **** ** ***. ** Calgary, AB

Cell: 403 – 383 - 6631

Email: adp6m7@r.postjobfree.com

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 maintain PCs, Troubleshooting Hardware and Software Problems, Network+, Linux, Visio, SharePoint Administration, Power Shell, Cisco Network Devices, Network Security, Designing and Implementing Server Infrastructure.

EMPLOYMENT EXPERTISE

IT SUPPORT PROFESSIONAL

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.

Supporting the roll-out of new applications.

Providing support in the form of procedural documentation.

Managing multiple cases at one time.

Testing and evaluating new technologies.

Coordinates with or escalates requests to other IT team members as necessary.

Utilizes IT service management tool to document and track all service requests and incidents.

Supports the implementation of enterprise-wide IT projects and initiatives at the regional, end user level.

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).

Supports asset management activities, including distribution and accounting, for new hardware, returned hardware and changed or replaced hardware.

Responds within defined service level agreement, to requests received through the service desk (via phone, email, ticketing tool, etc.).

Providing timely and accurate customer feedback.

Resolve technical issues with outlook, mails, Distribution group.

CUSTOMER SERVICE SKILLS

Greeted customers efficiently in a friendly manner.

Keeping records of customer interactions, transactions, comments and complaints.

Acknowledging and resolving customer complaints.

Open and maintain customer accounts by recording account information.

Knowing our products inside and out so that you can answer questions.

Processing orders, forms, applications, and requests.

Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Communicating and coordinating with colleagues as necessary.

Providing feedback on the efficiency of the customer service process.

Managing a team of junior customer service representatives.

Ensure customer satisfaction and provide professional customer support.

Maintaining a positive, empathetic and professional attitude toward customers at all times.

Responding promptly to customer inquiries.

Communicating with customers through various channels.

EMPLOYMENT HISTORY

Shawcor, Calgary, AB January2018-March2020

Helpdesk support Analyst/Network system Manager

Betsa Tech, Calgary, AB 2014-2019

Customer Service Coordinator

ERA (Electronic Recycling Association 2019-2020

Volunteer, Computer Repair Technician

EDUCATION

Network Systems Management Diploma CDI College of Business, Technology & Healthcare Calgary, AB

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate