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Support Representative Service

Location:
Toronto, ON, Canada
Posted:
October 26, 2022

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Resume:

Gloire Tshibangu

** ********* ****,**,******

(**7) 777- 4281

ads7df@r.postjobfree.com

PROFILE

• Good knowledge of Transmission Line theory and its use in telecommunication system

• Experience and Knowledge of OSPF, EIGRP, VLAN, HSRP, ACL, STP,BGP,IP sec

• Knowledge in configuring and troubleshooting Cisco routers and switches

• Knowledge of Wireless technologies: 4G/LTE, WCDMA, GSM, MIMO, UMTS

• Good Knowledge of OSI model, IP networking and troubleshooting (Wireshark, IPv4)

• Strong report writing and presentation skills

• Fast learner who is able to Adapt well to changes

• Proactive individual who works effectively with teams

• Fluent in English and French

EDUCATION

2017 Humber College, Toronto, Ontario

Postgraduate in Wireless telecommunication

2014 Bangalore University, Bangalore, India

Bachelor of Science in Electronics

(Equivalent to a Bachelor’s in Electronic Engineering) 2011 Technical School of applied science, Kinshasa, DR Congo Diploma in Industrial Electronics

PROFESSIONAL EXPERIENCE

Feb 2019 First Data Corporation

to Present Mississauga, Ontario

SR CONTACT CENTER SPECIALIST

Communicate electronically with POS users experiencing difficulties to determine and document problems experienced

Consult user guides, technical manuals and other documents to research and implement solutions

Reproduce, diagnose and resolve technical problems encountered by users

Provide advice and training to users in response to identified difficulties

Provide business systems, network and Internet support to users in response to identified difficulties

Collect, organize and maintain a problems and solutions log for use by other technical support analysts Jan 2019 Rogers Communication

to Oct 2019 Toronto, Ontario

TECHNICAL SUPPORT CONSULTANT (Hi Speed Internet (Part time)

• Provide support to Internet customers set up new modem

• Troubleshoot and fix area outrage or any physical damage causing single modem offline

• Help client to set up IMAP or POP emails,

• Configure new modem preferences and adding security access on customers’ demands

• Provide support on Interment internet, slow speeds and IGNITE TV August 2017 Precise Park link

to December 2018 Toronto, Ontario

BILINGUAL TECHNICAL SUPPORT

• Working in a call centre environment to confer with customers by telephone assisting them to use Credit or debit to pay for the parking

• Provide required information to the manager about debits, credit cards for refund or obtained details of complaints

• Assisted customers to print tickets remotely using PUTTY

• Updated the customers' records, notes after every calls January 2016 NX Utilities

to August 2016 Toronto, Ontario

TECHNICAL SUPPORT/TECHNICIAN

• Responsible for designing FTTB (fiber to the building) projects for a major communications company

• Analyze clients current and future needs, select and assign appropriate equipment, facilities and installations

• Design telecommunication infrastructures and facilities on the buildings in accordance with engineering principles, guidelines, policies and safety standards

• Liaison with project coordinators and members of other departments to provide quality drawing

November 2015 Teltech Telecom

To January 2016 Montreal, Quebec

FIELD TECHNICIAN

• Utilizes various test equipment to analyze equipment trouble and takes appropriate maintenance action.

• Responsible of Interfaces with customer to negotiate the placement of equipment, assistance with account registration, e-mail, and web access, and training the customer on how to use the new equipment.

• Respond to customer’s queries regarding login, password reset and assisting them on phone

September 2014 WIKIMAX

to October 2015 Kinshasa, Congo DR

NETWORK ADMINISTRATOR

• Responsible for WAN, LAN, Wireless LAN, Internet and intranet network maintenance including routers and switches.

• Maintained accurate and up to date infrastructure monitoring and provided continuous improvement feedback by identifying network optimizations opportunities

• Identify customer’s needs and provide emergency 24 x 7 on-call support

• Provide support for data center operations including racking; overseeing structured cabling, data center expansion and or migration.

• Managing & troubleshooting of the network and Internet connectivity throughout the organization

Dec 2011 The Minacs Group

To June 2012 Bengaluru, India

CUSTOMER SERVICE REPRESENTATIVE

Contacted regular and prospective customers to demonstrate the MBNA credit cards, explained their features, and solicited orders.

Conferred with customers by telephone to provide information about the credit cards, cancelled accounts, or obtained details of complaints

Completed balance transfers with MBNA customers

Updated the customers' records, credit applications, Product services

Processed card upgrades and activation

Dec 2008 Hytec Automotive Group

To Sept 2009 Johannesburg, South Africa

BILINGUAL TECHNICAL SUPPORT REPRESENTATIVE

Provide standard ICT operations functions and security infrastructure including incident management, change management, problem management, inventory management etc

Provide technical expertise in the implementation, support, administration of Computer, network technology and telephone systems

Prioritizing issues of varying severity and managing the resolutions of all issues within accepted services levels

Plans and preforms hardware, software, appliance and related tools installations, configurations, maintenances and upgrades on the enterprise systems

Review and respond to email inquiries



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