Brampton, Ontario, Canada
I am working as an Information Technology Support Professional.
• Work in Information Technology operations environment, TSC (Technology Support Center) • Correspond electronically with the systems users experiencing difficulties to establish problems • experienced • Consult Knowledge base articles (KB’S), technical manuals in order to provide solutions to the end users • Provide Technology support to the user’s facing difficulties • Provide assistance to co-workers or work as team to resolve difficult issues • Escalate unresolved issues to different levels of supports within or outside TSC • Provide complete support to the business systems/Laptops, VPN, Citrix, business applications • and network related issues • Gather, classify and maintain a problems and solutions log for future troubleshooting or for our own record • Provide input or feedback in the redesigning of applications for better productive environment • Resolve access or permissions related issues encountered by the users • Server administration, Active Directory • Map Network drives and various types of printers
• Troubleshoot the required resolution; including, account provisioning, device functionality, device configuration, application support, software downloads, network connectivity • Analyze of issues with telecommunication equipment and/or devices and associated desktop software • Provide effective technical support electronically to our clients by using various resources • Provide complete support for technical issues related to cable, wireless, telephone and internet service which includes all the hardware and software troubleshooting • Provide support for home and office network • Handle inquiries about repair, replacement, technical problem resolution and connectivity • Configuring modems, installing drivers, anti-virus issues and used various tools to help end users • Create documentations accurately for future troubleshooting or for tracking purposes • Recommend improvements in troubleshooting steps to save time and increase productivity • Handle end users escalations • Escalate to various levels of support if unable to resolve the issue • Password Resets for end users login accounts • Digital Line/modem equipment activation and support
• Provide technical support on Dell supplied applications, systems and peripherals using documented procedures and available tools • Troubleshooting all aspect of dell’s laptops, desktops and LAN printers • Uses troubleshooting techniques and tools to identify technical defects/issues • Actively supports the clients in all aspects through to problem resolution, keeping the clients informed and updated throughout life of incident or ticket • Attends required technical training sessions and makes effective use of assigned lab time • Identifies and provides input on unique or recurring clients problems • Supporting computer hardware, software and network malfunctions • Resolving network and connectivity issues • Engaging different level of support teams and vendors to ensure resolution of critical technology issues • Re-imaging systems • Handling Escalations • Worked on complex tools and applications or software’s • Complete tear down of laptops/desktops to find the malfunctioned hardware • Installing and configuring computer operating systems and applications • Supported Microsoft windows platform
• Providing support and information to professionals for high end network security equipment’s, such as. Hardware firewalls, remote login tokens, emails security devices • Work on CRM systems and running reports from CRM systems • Hardware firmware update • Hardware application console and usage support • Generated or created login ID and passwords • Provide complete support for webinars and all type of browsers • Flash player troubleshooting and configuration in webinars sessions • Converse electronically with the users using effective resources like phone, remote desktop connection and emails to investigate the difficulties experienced and document the summary • Engaging different levels of support to resolve the issue; warm transfers • Search KB(Knowledge base) or Technical manual if required for complex scenarios • Educate clients/users facing difficulties to avoid repeat contact • Maintain a log of all the all the interactions • Provide input in the upgrade of applications for better productivity