Help Desk Technical Support

HANI TABANJA

********@*****.** +1-647-***-**** Mississauga, ON L5R 1W4

SUMMARY OF QUALIFICATIONS

Over 10 year’s professional experience in IT Technical Support, Computer Administrator/ Operator mainly in IT banking sector

•Computer Help desk/Users support with good troubleshooting skills.

•Run AS400 Production, BASYS system, and Adjudicare system to Print cheques, follow up on the review and check the output reports …etc

•Operated an Automated/Electronic Clearing Cheques machine

•Computer Help desk/Users support with good troubleshooting skills

•Banking and financial background/IT.

•Familiar with call center environment process: identify and communicate technical problems, processes and solutions personally or by escalating to higher technical channels.

•Hands on experience on ticketing systems, follow-up with user’s technical issues and cases, run the users through problem resolution over the phone or online chat.

•Test and evaluate new applications as end user.

•Training staff on new or updated systems and platforms

•Install software on users’ PCs and workstations in center and branches

•Monitor users activates on the systems

IT/COMPUTER SKILLS

Microsoft Office Suite, Windows, antivirus, printers and scanners, outlook

High Internet literacy. Experience in SWIFT, RTGS and ECCS operation and administration

EMPLOYMENT EXPERIENCE

Computer operator / Mississauga Nov. 2020 - Oct. 2023

Benefit Plan Administers (BPA)

Performed IT tasks as computer operator on different systems: AS400, BASYS etc.

Print cheques on the AS400 Production, BASYS system

Follow up, review and check the output reports …etc.

apply user requests, follow up with the IT support

run the started/ end of the day procures (close system,,, backup .etc

Admission officer / Mississauga Jan 2020 - Mar 2020

Mericler

Verified students documents

Followed up with students admission section

Marketing and IT support / Mississauga Mar 2017 - Dec 2019

Amro immigration services

Automatic Clearing Cheques Operator / Mississauga April 2014

CIBC-INTRIA,

•Run/Operated an Electronic Clearing Cheques machine

•Corrected and solved the machine’s jams

•Shut Down and backed up the system

•Produced End of day reports

•Programmed machine for the daily operation.

•Followed up and processed Cheques using the (Automatic Clearing Cheques) machine and ensured efficient operation of machines by cleared jams and resorted items

Help Desk Administrator / Jordan 2011-2012

Central Bank of Jordan

•Verified and performed back office operations dealing with local currency to ensure all systems run effectively

•Managed an active account tracking and reported procedure in accordance with bank procedures

•Interacted with Operations, Business Development, Customer Experience Center, and all other departments as required to resolve customer complaints

•Provided superior customer service for all users on banking systems in a professional and friendly manner

•Maintained a high level of knowledge about the Bank’s products and services

•Followed-up with users about technical issuers and led them through phone or on their sites to solve their problem thought a series of procedures on different operation systems

•Helped users to setup and reconnect to the service or to the servers.

Real Time Gross Settlement (RTGS) Administrator / Jordan 2009 - 2011

Central Bank of Jordan

•Monitored RTGS transactions.

•Followed up with RTGS’s users and clients regarding their issues and requests.

•Handled Credit Transfers

•Settled final transfer orders were irrevocable and provided a central settlement point for all netting systems in the country

Electronic Clearing Cheques Operator / Jordan 2005 – 2009

Central Bank of Jordan

•Operated an Electronic/ Automated Clearing Cheques machine

•Corrected and solved the machine’s jams

•Sorted cheques and solved technical issues

SWIFT Officer / Jordan 1995 – 2005

Central Bank of Jordan

•Utilized advance technical skills for installation, repair start-up /shutdown, backup/restoration of database and system

•Applied safety and security procedures by installing latest version of anti-virus software

•Implemented/upgraded SWIFT software on PCs

•Followed up on daily administration with vendors and internal users

Help Desk / Jordan 1990 – 1994

Arab Bank plc - Computer Department

•Computer help desk / users support with good problems analysis skills

•Followed-up with users to open tickets for technical issues, and led them through phone or on site to solve their problem thought a series of procedures on different operation systems

•Identified and communicated technical problems, processes and solutions locally or by following up with other technical teams

•Guided business users to work on the operational systems

•Audited and controlled the output reports from mainframe

•Studied and prepared banking policies and procedures related to payment system and foreign exchange licenses

•Designed and updated forms for banking operations

•Prepared reports statistics on the status and operation of software

•Prepared user training manuals and schedules

•Assisted and monitored hiring exams for new stuff e.g. IQ tests, computer finical

•Tested and Trained employees on new applications.

EDUCATION

Diploma in Computer Programming & Systems Analysis - Arab Community College / Jordan

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