TECHNICAL SKILLS

• Active Directory Tools
• MAC/Apple Computers
• Microsoft Office 2010 Suite
• Windows XP Pro
• Email Clients - Outlook
• MS Windows 7
• Printer drivers
• Security Tools & Concept Knowledge (Desktop
• Virus remediation etc.)
• Symantec Antivirus
• PC Support
• Hardware Trouble Shooting
• Technical Support (1st Level) and Remote Assistance etc
• Client and incident tracking tools and Software deployment tools (LANDesk Symantec Ghost Suite)

PROFESSIONAL EXPERIENCE

Confidential

Technical Support

Responsibilities:

• Working in a Help Desk environment taking inbound support calls.
• Responding to email, voicemail and web submitted requests from customers.
• Remote controlling end-user workstations to troubleshoot and repair technical problems.
• Creating and administering incident tickets to reflect customer issue, category priority and ownership.
• Providing follow-up communication to customers regarding problems and support.
• Resolving and triaging incidents based on priority, open dates etc
• Providing excellent customer service
• Reimaging workstations.
• Rebuilding profiles
• Working with Knowledge management systems
• Demonstrated knowledge of Windows OS systems such as Win 7 and MS Office Suite.
• Exhibited troubleshooting and problem solving tasks on workstations, laptop and tablets.
• Exhibited top level oral and written communication skills, good organizational and planning skills along with ability to multi-task.
• Performed duties in a PC and MAC environment and displayed proficiency in desktop applications such as word processing, spreadsheet and database software, Internet browser and e-mail, and Ethernet connectivity.
• Demonstrated basic knowledge of other virtualization software such as Citrix.
• Demonstrated knowledge of computer and other peripheral hardware.
• Demonstrated ability and knowledge of network printing devices and managing print queues.
• Exhibited proficiency in troubleshooting Android and IOS devises.
• Resolving wireless connectivity issues.
• Team member.

Confidential

Assistant Director

Responsibilities:

• Assisted clients with navigating web based registration systems and databases.
• Responsible for training and teaching staff and partner trustees how to use organization specific computer systems and software.
• Responsible for acquisition and integration of appropriate software and computer systems for the organization.
• Responsible for providing technical support for online registrations, presentation submissions and subsequent scheduling for the annual NCOLCTL Conference.
• Responsible for Active Directory creation of customer, member, staff and NCOLCTL affiliate accounts and designation of proper security levels.
• Provide Helpdesk Technical/Customer Support for all of NCOLCTL 500+ member clients via telephone, desk side and remote services.
• Demonstrated knowledge of Windows OS systems such as Win 2000, XP, Vista, Win 7 and MS Office Suite.
• Deployed necessary software and desktop upgrades using LANDesk Management Suite.
• Managed and maintained NCOLCTL computer systems and internal servers using VMware Workstation.
• Provided excellent customer service and exhibited top level oral and written communication skills, good organizational and planning skills along with ability to multi-task.
• Performed duties in a PC and MAC environment and displayed proficiency in desktop applications such as word processing, spreadsheet and database software, Internet browser and e-mail, along with dial-up and Ethernet connectivity.
• Demonstrated basic knowledge of other virtualization software such as Citrix.
• Documented all customer interactions using incident tracking software.
• Demonstrated knowledge of computer and other peripheral hardware.
• Demonstrated ability to utilize strong analytical and problem solving skills.
• Managed and coordinated all of NCOLCTL's projects on behalf of the Executive Director and attended the NCOLCTL Executive Board Meetings as a non-elected ex-officio member.
• Managed NCOLCTL grants.
• Maintained and developed relationships between contract trustees of NCOLCTL such as bankers, accountants etc. and ensured organization's compliance to all legal requirements and laid down NCOLCTL procedures.

Confidential

Program Support Analyst

Responsibilities:

• Provided technical communication support and technical support within Ontario region for (Homemaking, Transportation, Meals on Wheels (MOW), and HELP programs.
• Provided administrative support and technical support for (CIMS-HR & Telecommunications) in accordance with the Red Cross Ontario Zone mission statement, established policies and procedures, relevant legislation, government guidelines, the collective agreement and local contract requirements.
• Demonstrated ability to utilize strong analytical and problem solving skills.
• Exhibited general understanding and practical utilization of Active Directory tools such as Group policy configuration, Account management and Print Server and File Services.
• Provide Helpdesk Technical/Customer Support for all CIMS-HR users via telephone, desk side and remote services.
• Deployed necessary software and desktop upgrades using LANDesk Management Suite
• Provided excellent customer service and exhibited top level oral and written communication skills, good organizational and planning skills along with ability to multi-task.
• Demonstrated basic understanding of deployment software such as Symantec Ghost Suite.
• Documented all customer interactions using incident tracking software.
• Demonstrated knowledge of computer and other peripheral hardware.
• Demonstrated knowledge of Windows OS systems such as Win 2000, XP, Vista and MS Office Suite.

Confidential

Technical and Customer Support Technician

Responsibilities:

• First tier desktop hardware and software at Technical Call Center.
• Direct customer contact via ACD telephone system and creation of records with each interaction.
• Successfully carried out technical procedures and used general trouble shooting skills to diagnose customer's problems and exhibited excellent customer service skills.
• Handled calls in progress and retrieved reports.
• Performed duties in a PC and MAC environment and displayed proficiency in desktop applications such as word processing, spreadsheet and database software, Internet browser and e-mail, along with dial-up and Ethernet connectivity.
• Demonstrated knowledge of computer and other peripheral hardware.
• Demonstrated knowledge of Windows OS systems such as Win 2000, XP, Vista, Win 7 and MS Office Suite.
• Provided excellent customer service and exhibited top level oral and written communication skills, good organizational and planning skills along with ability to multi-task.
• Documented all customer interactions using incident tracking software.
• Demonstrated ability to utilize strong analytical and problem solving skills.