KEVIN RAMRAJ
Computer Support Technician
North York ,Ontario
Summary
Competent Help Desk Technician with over 2 year of quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Operational Support Specialist
Holt Renfrew
12.2022 - Current
- Reset password for Active Directory, O365 emails, retailer websites such as Hybris, X-Admin and more.
- Disabled former employee emails and active directory accounts and of various company programs such as X-Admin, Hybris.
- Reset user's accounts for VPN access and password changes and installed VPN programs and configure settings for user.
- Troubleshoot and repair registers for various issues such as Blank screen and frozen screen errors and worked alongside employees for hardware troubleshooting and maintenance procedures.
- Escalated tickets to various other helpdesk teams. (e.g. Network, Store Support, Mobile Device Support)
- Installed configurations on user's computers for various programs via remote sessions including printer installations and troubleshooting.
- Created documentation for various issues that occur to assist teams with repeat issues.
- Installed employee requested programs such as Microsoft office and other various company used software.
- Created tickets and place service calls to 3rd party vendors.
- Performed opening and closing procedures respectively to ensure stores open and close properly and on time.
- Answer medium - high volume of calls and respond to multiple tickets throughout any given day.
- Improved customer satisfaction by efficiently troubleshooting and resolving technical issues.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
Help Desk Technician
Rev Capital
11.2021 - 12.2022
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched product and issue resolution tactics to address customer concerns.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up work stations for employees.
- Provided basic end-user troubleshooting and desktop support.
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Customer Service Agent
Teleperformance
06.2021 - 10.2021
- Employed elevated listening skills to soothe customer irritations in order to address customer concerns.
- Leveraged advanced communication and problem-solving in order to discover customer needs in order to sell credit products.
- Handled 50+ customer interaction per day, giving detailed, personalized, friendly and polite service to ensure customer retention and satisfaction.
- Receive source data such as customer names, addresses, phone numbers, credit card information, and enter data into various customer service software.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
Graphic Designer
MichaelJazz
02.2018 - 02.2020
- Maintained and update social media accounts related to the brand.
- Created and assisted in designing logos and custom designs for clients through the use of Adobe Photoshop and CorelDraw, both independently and within a team.
- Utilized Photoshop to create logos and designs in order to meet customer requirements.
- Recommended and consulted with clients on the most appropriate graphic design options available.
- Performed inventory on all products and stocked shelves for customers.
- Improved MichaelJazz brand identity by applying design principles, typography, color theory, and composition to their promotional materials.
- Demonstrated effective communication and teamwork skills by identifying and solving challenges with the team.
- Established trusting relationships with outside venders, designers and key clients.
Education
Diploma - Computer Support Technician
Robertson College
Toronto ON 05.2021 - 07.2021
Diploma - Digital Media Arts
Seneca College
Toronto, Ontario 08.2014 - 01.2018
Skills
- Digital design
Visual design
Digital imagery
Image manipulation
PC and Mac platforms
Advertising understanding
Mastery of Adobe Creative Suite
Teamwork
Technical Analysis
Help desk support
Operating system testing
Hardware and software installation
Virus and malware prevention
Timeline
Operational Support Specialist
Holt Renfrew
12.2022 - Current
Help Desk Technician
Rev Capital
11.2021 - 12.2022
Customer Service Agent
Teleperformance
06.2021 - 10.2021
Diploma - Computer Support Technician
Robertson College
05.2021 - 07.2021
Graphic Designer
MichaelJazz
02.2018 - 02.2020
Diploma - Digital Media Arts
Seneca College
08.2014 - 01.2018
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