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Samm Abreu

Samm Abreu

DESKTOP SUPPORT SPECIALIST

Montreal (H3C OG3) Canada (Québec)
Unemployed Open to opportunities
Contact me
IT/Desktop Support with thorough hands-on experience in all levels of desktop support, including hardware and software troubleshooting, installation, technical feedback and strong user guidance. Supportive and enthusiastic team player dedicated to streamlining processes and efficiently resolving problem issues. Having strong experience in customer support and very adaptive to any position requiring interaction with clients. As you can also see, I have strong skills as an Environment artist for video games in modelling, texturing and props integration in game engines.
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Experiences
    • Inbound/Outbound customer service on an international scale using Genesys
    • Offering technical support over the phone, problem resolution, account maintenance through Identity Gateway for our Website (Netbenefits.com)
    • Identifying and analysing customer needs to prepare and offer solutions to increase customer satisfaction until final resolution (Siebel CRM and Salesforce.com)
    • Creating procedures, training documentation and tools for the support team on Office 365
  • Worked at the Montreal office (QC) and Vancouver office (BC).
    • Offering bilingual support over the phone, by email, by chat or remotely
    • Supporting high call volumes on daily basis, more than 8000 staff members across Canada
    • Supporting software installation, updates and troubleshooting with SCCM 12 and Bomgar
    • Supporting MS Office 2002-07, Windows XP & 7, WebEX, Citrix, Sharepoint, Lotus Notes and several other applications, like Aura, TeamClient, WorkPro, Client System, etc…
    • Supporting hardware requests and defective or lost equipment
    • Supporting mobile technology, updates and installation on tablets (IPad/Playbook) and smartphones (IPhone/Blackberry)
    • Offering network connection support to staff members using Cisco VPN
    • Remapping drives and restoring missing data from servers
    • Managing computers, printers and users access on Active Directory
    • Working on incidents or service requests with an Internal ticketing system
    • Escalating tickets after troubleshooting and documenting them to the third lines of support following the ITIL process in place
    • Creating Tools & Tips documentation accessible via Intranet
    • Creating workaround and step-by-step instructions for clients (Templates, Instructions)
    • Processing and supervising high alerts through an escalation process (ITIL)
    • Maintaining a high level of FRC (First Call Resolution) per day
    • Offering end-users support over the phone for ACN products
    • Supporting Internet connection issues on ADSL routers
    • Supporting local and long distance phone lines connection issues
    • Supporting and configuring remotely VoIP terminals bought from ACN
    • Upgrading computers from Windows 2000 to XP and changing the phone system from Nortel to Avaya
    • Offering Onsite hardware and software support for our main client Bell Canada
    • Software and hardware support following an escalation process with Remedy ticketing system
    • Deploying Windows 2000 images, WinPE, PXE
    • Changing hardware parts, ordering parts to external providers due to leasing warranty
    • Adding computers and users on AD - Win2K
    • Fixing and linking GPOs
    • Offering technical support and installation over the phone for software and hardware issues or requests with Remedy ticketing system
    • Taking remote control of client computers with Tivoli, Dameware and Netmeeting
    • Offering technical support for WIN2K/XP, TN3270, SAP r/3, MS Office7-8 and various internal applications
    • Managing computers, Printers and user accounts with Active Directory
    • Data backup/restore from Tivoli Storage Management backup software
    • Creating documentation to be used internally by our Call Center (IMKB)
    • Offering technical support, coaching and training for staff members at the Call Center
    • Offering TV and Internet support to end-users
    • Supporting customers issues and requests with SGA and Arbor
    • Offering technical coaching for new employees

Desktop Support and Administrative Clerk

NEWTOWN
June 2001 to May 2002
Full-time
Montreal
Canada - Québec
    • Offering technical support at the main office and the restaurant
    • Entering data into internal database Master D and Azbar
    • Preparing payrolls on ADP for the accountant
    • Setting up files for new applicants
    • Generating statistics using Excel consolidating costs for the restaurant
    • Generating reports after doing the items inventory at the restaurant
    • Providing customer service and ensuring client satisfaction
    • Providing clerical work for the management staff
    • Producing payrolls and clerical reports through ADP to our CA
    • Translating reports from Spanish/English to French coming from the head office in Miami, USA
    • Managing work schedule for Security Agents at the client sites (80 employees)
    • Supervising, training and coaching the Security Agents at the client site
    • Technical support for Onsite Security Agents 24/7 (Cellphone and car supplied)
    • Managing WNT - Users, computers and printers
    • Installing Windows 3.1, Ms Office, BBS
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Resume created on DoYouBuzz