Brampton, Ontario, Canada
-5+ years of experience working within a technically focused environment. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. -Expertise in troubleshoot software and hardware issues with Windows OS, Mac OS, iOS and Android. -Expertise in Microsoft 365 and office 365 -Strong Understanding of Networking principles and virtual Environments. -Proficient in determining the best solution based on the issue and details provided by customers and walk them through the problem-solving process -Strong understanding and practical experience of Reporting and data analysis tools like Excel, SQL and MySQL -Good knowledge of C++, Core Java, HTML and CSS -Devote special emphasis to punctuality and work to maintain outstanding attendance record, consistently arriving to work ready to start immediately -Able to find Functional and Non- Functional requirements. -Knowledge of Risk management, quality management. -Quick Learner and strong ability to quickly adopt new concepts with a strong problem solving and Analytical skills. -Excellent listening, written and verbal communication skills. -Collaborative team player effectively participate in global departmental level meetings.
-First point of contact for IT Service desk, answering calls, responding to emails , take action on Auto submitted tickets, evaluating and prioritizing requests for assistance from internal and external end users experiencing problems with hardware, software, applications, networking , and other computer related technologies. -Monitor incidents, work orders/service requests, tasks in the ticketing system towards closure, reported via calls, emails , and Auto tickets submitted on the ITSM tool -Work on Knowledge management of IT Service Desk SOPS, troubleshooting related knowledge Articles, ITSM ticket template maintenance , Daily hygiene checks of key systems and applications. -Participate in multiple initiatives for process/service improvement, transition services create and coordinate changes and tool implementation/enhancement projects -Answer and assist team members in triage service desk handling complex situations or provide support staff with adequate guidance for resolution or to triage ticket to other IT Support teams.
• Provide technical support for resolution including, equipment functionality, configuration and repair, account provisioning, application support, software downloads, and network connectivity over phone and via email when needed • Troubleshoot software and hardware issues with Smartphones, Rocket sticks, Blackberry products, Windows OS, Mac OS, iOS, and Android • Troubleshoot connection issues with 2G, 3G, LTE and 5G on various types of wireless devices. • Excellent Proficiency and hands on experience with ICM, V21, Citrix and Synergy, Salesforce Ticketing System, SharePoint Drive, Office 365 Tools • Support assistance for FWA cradle point, DMZ, NAT, Passthrough mode • Support assistance for VoIP phones such as VVX501, CX600, VVX311, VVX450, VVX250 • Set up and troubleshoot issues with Rogers Unison product for business clients, and it's all associated features like service settings, user management, soft phone, receptionist console, dual persona. • Share new updates with the team and provide feedback in case of any discrepancies • Assist customers to perform backups and archival of files to assist with disaster recovery • Educate end users via user guides, technical manuals, and inside Knowledge Management System • Educate customers on new releases and/or possible updates on their products • Ensure that all customer interactions are thoroughly documented within ticketing system for future references Accomplishments: • Attend over 50 calls per day with 99% resolve rate and 98% First call Resolution while maintaining low offline time • Trained new hired class on Rogers Unison product in 2019 • Supervise/Subject Matter Expertise Role for On Floor support to newly hired team members in 2019. • Promoted to ‘R4B wireless tech’ role in April 2021 • Supervise/Subject Matter Expertise Role for On Floor support to newly hired team members for 2 consecutive classes in 2021 • Trained new hired class on Rogers ‘FWA Cradle point device’ during SME role in 2021
• Perform RF Diagnostics, failure analysis and enter the analysis results in electronic compliant handling system • Log IMEI numbers in to the system to help track smartphones in the building. • Software configuration, updates, factory reset and proper labelling of Blackberry devices • Follow manufacturer procedures to ensure proper testing of Smartphones • Test all functionality of Units, before moving along to the next process • Inspect Smartphone’s for any hardware damages • Software component testing. (i.e. camera, microphone, screen) • Restore smartphones to its original factory settings • Prepare shipment with appropriate charger and headphones