Arun John Joseph
Kitchener,Canada
Summary
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
VIRTEK VISION
06.2022 - Current
- Troubleshoot laser-based projection and inspection systems to get customers back into production as soon as possible
- Triage and reroute calls to on-call service technicians
- Support field technicians and perform non tech/remote installs with the customer
- Updating ticketing application(s), spreadsheets, and support call details
- Monitor Virtek Service email and chat accounts for incoming support requests
- Provide customers with Virtek product and services recommendations
- Create quotes and support service sales activities
- Logistics and Inventory Support: Assisted with order processing and inventory management, ensuring timely procurement and delivery of parts while maintaining accurate records. Collaborated with cross-functional teams to streamline operations and improve efficiency in the parts department.
- Utilize a strong set of troubleshooting skills to determine and resolve the root cause of most hardware or software malfunctions
- In reaction to identified issues, give users guidance and training
- Voice of the Customer management
- Track and report on common customer problems to identify failure trends
- Provide customer product feedback to Virtek teams to feed the product development process
- Data Management: Ensure customer cases and feedback are logged in SalesForce.com
- Maintain proper and accurate records within company CRM/business systems
- Build, organize and maintain digital repository of technical/problem-solving log for other technical support analysts
- Maintain proper reporting within company CRM/business systems
- Update customer service tracking systems
- Replicating or simulating user-experienced technical issues
- Follow all company quality and safety procedures
- Resolved 30- 40 technical support inquiries per day.
Technician - Telecommunications
Bell Technical Solutions
10.2021 - 06.2022
- Provide an exceptional customer experience for our clients
- Troubleshoot complex telecommunications products and systems using a digital multimeter, Smartphone, and PC
- Observe and follow all company Health and Safety rules and policies
- Inform customers of work that will be done and act as an ambassador by professionally representing the Bell brand
- Assess work assignments, installations and services provided by dispatch
- Install and test equipment at customer's premises including internet modems, phone, TV boxes
- Install, remove, maintain and repair aerial and underground telephone and other telecommunication transmission lines
- Connect, disconnect and relocate cable outlets
- Inspect and test telecommunication transmission lines and cables for transmission characteristic's and to locate faults
- Install, remove, maintain and repair aerial drops and other telecommunication transmission lines to provide excellent services to customers
- Inspect, monitor, test and adjust cable transmission and distribution systems
- Diagnose and solve all technical problems related to Cable services, High Speed Internet, Home Phone in accordance with company specification and standards
- Splice and repair various types and sizes of telephone and other telecommunication cables including optical fiber
- Report and communicate with the company personnel for proper completion of Installation and service work orders at customer's premises
Technical Analyst
Allianz Technology
12.2017 - 08.2019
- Company Overview: India
- Provide first level support and problem resolution for incoming calls received via telephone and email through remote and onsite support
- Ensure that requests are properly logged, assigned, and responded to in a timely manner and according to agreed SLA's
- Complete daily operational documentation in client knowledge base
- Configure, deploy & support PCs / Laptops /Smart Phones and other equipment
- Maintain and support printers and other network peripherals
- Remote in to assist clients with support tools such as Log me in Client and TeamViewer
- Perform maintenance and push out patches as per client schedule
- Troubleshoot, install and repair hardware and software
- Perform Exchange Migrations, Adds, Moves, and Changes to accounts and server databases and DAG components
- Monitor health and system alerts and act accordingly
- Includes resolving incidents and escalating as necessary
- Monitor configure and troubleshoot Firewall and WAN connections
- Monitoring, configuring and maintain Windows and linux Server
- India
Education
Post-Graduation Diploma -
Confederation College
Thunder Bay, ON02.2021
Bachelors - Electronics and Communication
St Josephs College of Engineering And Technology
Kottayam, India05.2017
High School Diploma -
Matha SS School
India03.2012
Skills
- Incident Management
- Computer Networking
- Active Directory
- Word, excel, Microsoft outlook
- Salesforce
- Asset management
- Application support
- Virtualization technologies
- Software installation
- Remote desktop services and support
- TCP/IP
- Issue escalation
- Linux programming and administration
Certification
- RHCSA certified
- CompTIA A+
Languages
English
Full Professional
Best Employee Award
I was honored to receive the Best Employee Award in recognition of my outstanding performance and dedication to supporting both my team and our customers. My proactive attitude and willingness to assist team members created a collaborative and positive work environment. Additionally, I consistently prioritized helping customers promptly and effectively, ensuring their needs were met with the highest level of service. This acknowledgment reflected my commitment to excellence and teamwork, qualities I continually strive to uphold.
Timeline
Technical Support Specialist
VIRTEK VISION
06.2022 - Current
Technician - Telecommunications
Bell Technical Solutions
10.2021 - 06.2022
Technical Analyst
Allianz Technology
12.2017 - 08.2019
Post-Graduation Diploma -
Confederation College
Bachelors - Electronics and Communication
St Josephs College of Engineering And Technology
High School Diploma -
Matha SS School
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