Manager Technical Support

Yi Zeng

*** *** *******, ******** , ****** Cell Phone: 514-***-****

H3K2R6 E-mail: **********@*****.***

CAREER OBJECTIVE

To provide the best solution to client with best client satisfaction

PROFESSIONAL PROFILE

• Excellent communications manners and customer skills

• 5+ years’ experience with helpdesk role

• Top performance in the team (calls handled volume, average talk time, resolution rate, client satisfaction rate)

• 9 years’ experience as local IT support

• Solid knowledge in Information Technology

RELEVANT EXPERIENCE

IT Helpdesk Analyst, Idea. Consulting Inc, Montreal, Jun, 2006 – Present

• Provides frontline technical support for desktop computers, hardware/software support and troubleshooting.

• Remote Access Fiberlink and Cisco VPN, secure token support.

• User account and password synchronization management.

• Network connectivity troubleshooting including wifi connection

• Virtual PC connectivity and performance troubleshooting

• Microsoft file sharing support

• Microsoft Office products Outlook 2003, Office Communicator support

• Telephone/IP Phone and voicemail system first level troubleshooting

• Unix server connectivity first level support

• Also support the top executives of the second largest pharmaceutical company in the world.

• Business application support

• Create, update problems with Remedy Incident Management System

Manager, English for Chinese Language Center, Montreal, Jan, 2004 – Mar, 2005

• Established a new spoken English training model through Internet Phone.

• Hired and managed teachers

• Marketing development

Manager, Computer and Information Systems Division, Wuhan Branch, Agriculture Bank or China, 1999 - 2001

• Managed and monitored banking systems.

• Evaluated new projects.

• Trained team members.

• Developed and maintained business applications.

Technical Support, Computer and Information Systems Division, Wuhan Branch, Agriculture Bank or China, 1992 - 1999

• Installed and configured Xenix operating system.

• Cabled and configured Xenix network.

• Configured Xenix terminals.

• Installed, configured and tested Windows server/client systems.

• Installed and maintained peripherals including modems, printers, and monitors.

• Managed database systems: DBII, Sybase, Access, FoxBASE, dBase, and etc.

• Evaluated, testing and training of new applications

• Provided technical training to end users

EDUCATION AND TRAINING

• Masters (Applied Computer Science), Concordia University, Canada, 2001 – 2004

• Diploma (Computer Application Technology), Jianghan University, China, 1989 – 1992

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