Experience

Metafore

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk

  • Jan 2012 - Present

  -Supported and troubleshoot client hardware and software issues and requests via phone, email -Provided phone system (VOIP) and mobility support (iPhone, Blackberry, Android). -Provided on-site and remote support for hardware/software issues. -Created service orders to replace defective parts or request technician assistance. -Used Remedy and Service Now call tracking systems to log, track and manage incidents and service requests. -Provided an efficient and professional interface for all client queries. -Demonstrating multi-tasking and follow-up skills. -Trained 20 new employees on responding to calls appropriately and company standards.



Dell Technologies

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Help Desk

  • Mar 2011 - Nov 2011

  • Performed intermediate IMAC (installs, moves, add, changes) activities: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc. • Handled software installation/support/upgrades. • Provided 1st & 2nd level Help Desk support. • Interface with end users in person, on the phone, through email/IM or remote tools to provide HW/SW issue resolution. • Performed basic LAN and internetworking related activities. • Handled bench repairs (depot service) & remedial maintenance. • Respond/update/close calls from National Dispatch/Call Management Center.



Dependable HomeTech

• Burlington,ON

• Technical Help Desk

  • 2010 - 2011

  • Achieved 90% high first call resolution on a monthly basis and 90% customer satisfaction rate. • Assisted customers via telephone, email, and Live Chat. • Provided and support hardware and software Issues. • Handled the escalation queue as Senior Call Center Agent. • Designed and suggest solution based on each customer’s needs. • Provided guidance and training to new call center agents. • Held a 3 months record of second place most resolved incidents. • Achieved 90% high first call resolution on a monthly basis and 90% customer satisfaction rate. • Assisted customers via telephone, email, and Live Chat. • Provided and support hardware and software Issues. • Handled the escalation queue as Senior Call Center Agent. • Designed and suggest solution based on each customer’s needs. • Provided guidance and training to new call center agents. • Held a 3 months record of second place most resolved incidents.



H&R Block

• United States
• Retail
• 700 & Above Employee

• Hardware/Software Support Specialist

  • 2008 - 2010

  • Installed and configured new or upgraded workstations, Networks and peripherals. • Installed and imaged new PC's and Swopping out the old PC's. • Performed basic LAN and internetworking related activities. • Provided support over telephone, email and remote access. • Supporting clients (other IT consultants) with hardware and operation systems support. • Installed and configured new or upgraded workstations, Networks and peripherals. • Installed and imaged new PC's and Swopping out the old PC's. • Performed basic LAN and internetworking related activities. • Provided support over telephone, email and remote access. • Supporting clients (other IT consultants) with hardware and operation systems support.