Support Representative Customer

Cazimir Cristea

Windsor, ON N*S *E* 226-***-**** *******.**@*****.***

PROFESSIONAL SUMMARY

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

SKILLS

Top Skills

Creative thinking, client-focused thinking, flexible approach, organized.

Windows 7/10, Office Suite, Office 365, ServiceNow,Active Directory, Printers, Servers. Laptop/Desktop B/F.

Mobility Devices

Computer Hardware Knowledge

Technical Support and Assistance

Configuring Devices

Software Diagnosis

Technical Issues Analysis

Windows 10

Desktop Support

User Experience

Hardware Upgrades

Customer Support Needs Assessment

Diagnosis Support

Component Replacements

MS Office Proficiency

Application Support

Customer Service Expertise

Issue Troubleshooting

Software Implementation

Onsite Instruction

Hardware and Software Configuration

PC Component Diagnostics

Wide Area Networks

Computer System Maintenance

Onsite Installations

Access Management Software

Troubleshooting

Support End-Users

Friendly and Patient

Microsoft Windows and Office

Analytical and Methodical

WORK HISTORY

IT ANALYST 06/2018 to 12/2022

TCS Canada, Shell Refinery

Perform technical team leadership role in a matrixed environment for enterprise business support and project-based applications development within an array of diverse systems and technologies architecture

Triage support requests from various mediums

Provide effective incident resolution with enthusiastic customer service

Recreate, troubleshoot, and diagnose issues within a collaborative cross-functional environment

Respond to support queries both internal and external in a supportive and timely manner, ensuring that we meet our customer SLAs

Rewrite complex answers given from our subject matter and technical experts, distilling them down into a meaningful and kind response to the customer

Communicate directly with end customers and partners over email, chat, video conference

Follow defined escalation paths to ensure proper resolution

Helped put process in place to maintain a stable network environment, while training staff with its related equipment

Managed the daily IMAC and client care in an oil and gas environment

Coordinated the assessment, planning, and scheduling of the computer refresh

Monitors network performance in order to determine whether adjustments need to be made, and to determine where changes will need to be made in the future

Performs routine network startup and shutdown procedures and maintain control records.

Delivered in-depth Software training, imparting knowledge of best practices for protecting data and minimizing errors.

Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

Collaborated closely with upper management to drive strategy through development and implementation of new processes.

Communicated and explained business requirements to team members to understand and implement functional demands.

Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.

Resolved malfunctions with systems and programs through troubleshooting.

Investigated and addressed system issues to enhance usability and improve functionality.

Oversaw installation of software programs and hardware systems to meet requirements.

Set up workstations and laptops for new employees by configuring systems, verifying networking connectivity, and installing and testing hardware and software.

Installed new desktop systems and network printers, setup network and user protocols and migrated users to new systems.

Used remote access software for connectivity purposes.

Installed, maintained and repaired company systems involving software, hardware and networking.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Configured hardware, devices and software to set up work stations for employees.

Removed malware, ransomware and other threats from laptops and desktop systems.

Patched software and installed new versions to eliminate security problems and protect data.

Maintained servers and systems to keep networks fully operational during peak periods.

ITO SERVICE DELIVERY ANALYST 07/2013 to 01/2018

HP Canada, Shell Refinery

SYSTEMS SUPPORT ANALYST 02/2008 to 01/2013

IBM Canada

Participated in IBM's technical support strategy and vision, ensuring objectives of key external stakeholders were successfully met

Managed overall IT value of client relationship to protect revenue base and identify new service opportunities for the organization

Responsible for on-site installation, maintenance and repair of IBM and multi-vendor systems and components, including hardware and networking products

Served in a client advisory capacity to ensure a clear understanding of preventive maintenance, configuration, operational and environmental factors which impact product performance or impair clients' IT operations

Deployed 42 Shoppers Drug Mart including 2 Servers, 5 back office P.C

And 19 P.O.S

Systems

Deployed 6 BMO branches including 3 servers, 4 Cisco switches and over 20 users P.C

Refreshed more than 10 T.D

Canada branches including 4 servers, 2 Cisco switches and more than 15 users P.C

Provided efficient IBM technical support and operational services, ensuring timely resolution and high customer satisfaction

Performed service activities such as systems assurance, installation planning, account management, systems-level problem determination, discontinuance and relocation of IBM and non-IBM systems and products in an efficient and cost effective fashion, without compromising quality, to ensure bottom line success

Successfully provided installation and service of ATM machines in a financial environment

Performed various troubleshooting and repair functions:

Analysis of technical errors and implementation of new resolution techniques diagnostic testing and repair of cabling

Successfully completed:

Intermediate IMAC (installs, moves, add, changes) activities: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices.

IBM and LENOVO computer repairs of laptop LCD screens, keyboards, motherboards and system boards, hard drive repairs, memory upgrades and system slowness

Blackberry and Android smartphone client configuration.

EDUCATION

Computer and Network Technician

Toronto School of Business

Certificate Truck Driver A-Z licensed. 12/2022

Academy Truck Driving, Windsor, ON

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