Technical Support Representative
TELUS
مجموع سنوات الخبرة :6 years, 8 أشهر
Technical Support Representative November 2011-Present
TELUS (Vendor of Google Apps for Work)
• Migration and Sync Specialist
- Provide customers support migrating from their legacy system (IMAP Server, Microsoft Exchange, Lotus Notes) to Google Apps using Google Apps Migration for Exchange Tool (GAMME) or with Google Apps Migration for Outlook (GAMMO)
- Provide customers support setting up their Outlook (2003, 2007, 2010 and 2013) with Google Apps Sync for Microsoft Outlook (GASMO)
- Provide customers support syncing Active Directory or other LDAP over to Google Apps using Google Apps Directory Sync
• Chrome OS Specialist
- Create and route support tickets for Chromebook devices that need replacement due to hardware failures
- Provide customers support with the Chrome Management Service to push policies, applications and extensions to their Chromebook devices
- Troubleshoot User, Device and Network policies that are failing
• Support of other Google Apps Services
- Assist customers with non-migration aspects of Google Apps such as Gmail, Google Drive, Google Calendar, Google Contacts, Google Groups for Work, Mobile Service, Google Sites. Answer 'How to' questions and perform troubleshooting of errors/unexpected behaviors
• Maintain quality and productivity quota
- Provide world class customer service and maintain a high productivity and quality rate over 95%
Client Account Management representative October 2010-October 2011
TELUS Mobility
• Pursue payments of debts owed by businesses and individuals
• Provide front-line customer service by answering inquiries, making payment arrangements and protecting TELUS' interests
• Educating clients on policy/procedures and timelines set out by Accounts Receivable
• Educating clients on policy/procedures and timelines set out by Accounts Receivable
• Maintain individual performance standards with respect to Call Centre metrics
• Educating clients on policy/procedures and timelines set out by Accounts Receivable
• Cross train in other A/R areas as required
• Access, monitor and escalate resolution activity
• Promotion of different payment options
IT Manager October 2008-August 2010
Fortuna Gaming SRL (Romania)
• Planned the Installation of our main headquarters' network which had 120+ workstations and 1 server
• Maintains staff by recruiting, selecting, orienting, and training employees
• Network administration and inventory management
• Dispatch technician (s) to resolve software/hardware issues
• Verify application results by conducting system audits of technologies implemented
• Maintains quality service by establishing and enforcing organization standards
• Preserves assets by implementing disaster recovery and back-up procedures and information security and control structures
• Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
• Provide customers software and hardware training of our products such the electronic poker tables and slot machines.
• Control the computer systems budgets and expenditures
• Meet with the floor managers to discuss system requirements, specifications, costs and timelines
• Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers
IT Technician January 2008-October 2008
Amaya Gaming Group
• Technical support for the internal office network and external networks worldwide
• Assembly, repair and upgrade of PC and peripherals
• Troubleshooting system network problems, diagnosing and software faults
• Determining and installing appropriate security measures
• Installing and configuring computer hardware operating systems and applications
• Troubleshooting different computer issues
• Travelled different venues in the world for installations and upgrades
• Test newly launched software and hardware
• Provide new customers software and hardware training of our products
• Work continuously on a task until completion