RESUME DETAILS

Network Specialist / Systems Administrator / Technical Support

PROFESSIONAL PROFILE

* MICROSOFT CERTIFIED SYSTEMS ENGINEER (MCSE) with 10 years of extensive network technical experience in the IT field, emphasizing network administration and PC support. Excellent problem solver with strong communication, and interpersonal skills.
* Top performing customer service professional offering 10 years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity.
Understands the importance of delighting customers, not just satisfy them
Able to identify opportunities to enhance the customer experience, reduce cost and increase productivity.
Able to identify customers needs and deliver added value services to help build loyalty
Effective team player with proven communication and interpersonal skills.

EMPLOYMENT HISTORY
Technical Support Analyst / AD Administrator - 2007 to Present
Compugen, Richmond Hill, ON
Perform AD administration tasks such as creating new user accounts, setup permissions and group membership, share network resources, setup network printers
Perform Citrix administration tasks such as resetting non responding applications
Perform hardware and software support and installation.
Perform troubleshooting of computer systems and related equipment.
Perform software and security upgrades.
Diagnose hardware failure, user errors.
Diagnose hardware problems with modems, printers, cables, or telephones.
Diagnose application errors and network connectivity problems.
Assist users, and provide training in installed systems and programs.
Attend technical conferences and seminars to stay informed about new product developments. Installed video conferencing hardware.

Technical Support Analyst - 2005 to 2007
IBM Canada, Toronto, ON
Provided world class technical support to a large US based health insurance company
Utilized sophisticated tools to provide First Call Resolution and minimize customer impact
Performed problem determination on all aspect of IT issues affecting employees and customers
Provided company management with suggestions such as redesign the company's website to improve customer satisfaction and reduce the call volume
Identified and provided input on resolving recurring customer problems.
Received numerous "Star Performer Award" - based on Quality, Productivity, and Reliability
Trainer for new hires
Handle control desk and represent the team at daily customer meetings
Received numerous positive feedback notes and letters from external customers and corporate employees

Technical Support Analyst - 2004 to 2005
Siemens Canada, Toronto, ON
Provided technical support for Toshiba laptops and applications
Managed incoming calls, logged the problem and ensured the issues were entered into the system
Hardware and software technical support
Received numerous positive feedback notes from customers
Maintained excellent client relations and service based on outstanding communication, technical efficiency and problem solving skills

Systems Engineer - 2000 to 2003
Romsys, Bucharest, Romania
Provided, software, hardware, and communication helpdesk support for 120+ multiple PC network locations.
Technical support by telephone or on site; diagnosing, escalating and finding immediate solutions for network connectivity problems, operating systems problems, MS Office, various proprietary and common software (antivirus, cloning software, etc.) and hardware.
Provided technical support for network administrators and end-users - servers and workstations including DHCP, WINS, DNS, file and print servers, various MS operating systems and office suite.
Managed the daily operations of a network with a total of 200 users, ensuring that resources are used efficiently.
Designed and developed training curriculum and materials used in training clients in use of networking systems.
Set up local area networks for classroom projects.

CERTIFICATIONS AND SKILLS

Certifications: MCSE NT & 2000, MCSA, MCP+I, A+, DCSE
Networks: Windows NT, Windows 2000/2003, Exchange, Internet Information Server
Operating Systems: Windows 2000/XP/Vista/2003, Windows NT4.0, Windows 95/98/ME, MS-DOS, LINUX, SOLARIS 8, IBM Mainframes, SharePoint
Applications: MS Office, Star Office, MS-Works, Norton Ghost, Adobe,
Remote support applications: DameWare, Fujitsu Live Help, VNC, LanDesk
Remote access systems: Citrix MetaFrame
Ticketing applications: Siebel, Tivoli, Incident Monitor, eMerge, Remedy
Email applications: Lotus Notes, MS Outlook
VPN applications: Cisco VPN
Antivirus and Spyware removal tools: Symantec, Trend Micro, BitDefender, Ad Aware, Spybot
VOIP phones: Cisco, Aspect, Avaya

TRAINING

Customer Engineering Training Course in 9900 V Disk Subsystem - Hitachi Data Systems European Education Center, Waardenburg - Holland
Customer Engineering Training Course in 9500 V Disk Subsystem - Hitachi Data Systems Vienna - Austria
Implementing and Managing Microsoft Exchange 2000, Microsoft Technical Education Center, Bucharest - Romania
Small Business Server Hands-On Lab, Microsoft Technical Education Center, Bucharest - Romania
Systems Engineer Training Course, Informatics Training Center, Bucharest - Romania
Computer Analyst, Informatics Training Center

EDUCATION
Bachelor of Science - 2000
Polytechnics University, Bucharest, Romania
Engineering and Management of Technical Systems

Certifications
See above

CONTACT DETAILS

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