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@testerj
Flag of Canada Toronto, Canada
Member since February, 2006
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testerj 

Skilled IT Professional - Help Desk Professional - Network Support Analyst - Quality Assurance Testing - Design Analysis - SEO Exposure - Website Design - Project Management - ITIL - QA Testing (Games & Software)
$28 USD/hr
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Experience

Help Desk Technician

Apr 2007 - Apr 2009 (2 years)

Suppported thousands of applications and financial databases using everything from Citrix to HP Service Center implementation with an ITIL ISO 20000 During my tenure here I received a Platinum Award for customer service in IT when competing with customer service in general, marketing and sales for going above and beyond and ensuring our internal clients received the service they expected with precision.

Education

Business Administration

1998 - 1999 (1 year)

Certifications

Support Center Analyst (2007)

HDI

Help desk professionals and support center analysts provide frontline support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITILĀ® processes. - The process of incident management, from detection and recording to closure - Critical thinking skills to resolve incidents quickly and consistently - The importance of total contact ownership - An awareness of the core help desk processes and best practices used in service and support centers - Valuable active listening skills and effective communication strategies - Proven techniques for improving customer interactions - Effective support center strategies for managing difficult customers

MCDST Microsoft Certified Desktop Support Technician (2008)

Microsoft

- Supporting Users and Troubleshooting a Windows XP Operating System (Exam 70-2711) - Supporting Users and Troubleshooting Desktop Applications on a Windows XP Operating System (Exam 70-2721)

Business Administration Certificate III (1999)

Victoria University

Extension of Certificate 1 & 2 of Office Admin & Secretarial Studies This was completed both on-site at place of employment in conjunction with the University.

Office & Secretarial Administration Certificate (1996)

Olympia Business College

Business Administration Certificates I and II

Publications

Games Development Testing Credits

,131938/