Summary
Overview
Work History
Education
Skills
Languages
Certification
Hobbies:
Additional Information
Timeline
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Edgar Hinju

Gatineau,QC

Summary

Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

Lectra SA
06.2015 - 08.2023
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided guidance on installing and integrating new hardware components and software to remote clients via Teams or Webex.
  • Performed root cause analysis of reported issues to enact corrections.
  • Advised R&D department on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Maintained response times to support business continuity.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Updated and maintained current customer support database.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Installed, configured and maintained computer systems and network connections.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Configured and tested new software and hardware.
  • Generated reports to track performance and analyze trends.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Offered assistance in implementing and developing training programs.
  • Tested new software and hardware prior to deployment.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Traveled with sales engineers on customer site visits to respond to specific technical questions.

Software Engineer.

Invento Software Company
01.2015 - 06.2015
  • Worked with project managers, developers, quality assurance and customers to resolve technical issues.
  • Provided technical support using knowledge of complex technology to solve problems and support new projects.
  • Worked with development teams to correct problems and run test scenarios.
  • Promoted technical leadership to entry-level and junior engineers in complex enterprise system environment.

Education

Master of Science - Computer Science And IT

Lodz University of Technology
Lodz Poland
07.2015

Bachelor of Science - Telecommunications And Computer Science

Lodz University of Technology
Lodz -Poland
10.2012

Skills

  • Customer Service
  • Time Management
  • Technical Solutions Development
  • Windows Servers diagnostics
  • Customer Relationship Management
  • Customer Support Strategy
  • IT Infrastructure Planning
  • Remote Diagnostics( via TeamViewer and Webex)
  • Computer Coding in C# programming language
  • Microsoft Windows and Office
  • LAN and WAN Assessment

Languages

English
Native or Bilingual
French
Limited Working
Polish
Full Professional
Swahili
Native or Bilingual

Certification

Windows 11 Certificate

Hobbies:

Sports : Football, volleyball, basketball and running

Travelling : Group travel, or individual

Indoor games : Chess, Monopoly and Cards.

Reading: Different engineering books, sometimes novels. Learning new cultures: Meeting different people of different ethics

Additional Information

FINAL MASTERS PROJECT : Inventing an application for modelling and simulation of Micro membranes with pressure sensors. (Using Visual Studio in C#, SQL Server and Matlab)


PERSONAL PROJECT : Creating Mobile Apps and desktop applications using C# computer language.


DRIVING LICENCE : Valid driving License.

Timeline

Technical Support Engineer

Lectra SA
06.2015 - 08.2023

Software Engineer.

Invento Software Company
01.2015 - 06.2015

Master of Science - Computer Science And IT

Lodz University of Technology

Bachelor of Science - Telecommunications And Computer Science

Lodz University of Technology

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Edgar Hinju