Summary
Overview
Work History
Education
Skills
Timeline
Generic

Harland Purin

Calgary,AB

Summary

Technical support professional with proven background in resolving complex technical issues and providing excellent customer service. Known for strong team collaboration and adaptability in dynamic environments. Skilled in troubleshooting and customer relationship management.

Overview

11
11
years of professional experience

Work History

IT Support Specialist

Pattison Agriculture
07.2023 - Current
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Researched and identified solutions to technical problems.
  • Assisted in development of system security protocols.
  • Configured and tested new software and hardware.
  • Created user accounts and assigned permissions.
  • Developed and implemented preventive maintenance procedures.
  • Tested new software and hardware prior to deployment.

IT Support Specialist

AM/PM services
01.2018 - 01.2019
  • Trouble shooting for customers POS systems
  • Reconfiguring Customers technical issues to get them back up and running
  • Setting up POS scanners for customers
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Cross-trained and backed up other customer service managers.
  • Handled 200+ customers in fast-paced Call Center setting in coordination with solid team of 6 customer service associates.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Educate customers about billing, payment processing and support policies and procedures.
  • Educate customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Trained new personnel regarding company operations, policies and services.
  • Communicated professionally with colleagues, freelancers and clients.
  • Answered average of 50+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

IT Support Specialist

Bowrayne Holdings
01.2015 - 01.2018
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Answered questions and provided information to customers about new software or hardware.
  • Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
  • Offered new customers training to reduce frustration and improve customer satisfaction.
  • Delivered onsite technical support for 6+ employees.
  • Updated and modified Software to maintain required performance metrics and safeguard against security flaws.
  • Collaborated with HR department to design standardized onboarding processes and training assets.
  • Coordinated with telecommunications providers to discern and address third-party outages and related impacts.
  • Managed backup and recovery of valuable customer data assets to safeguard availability and comply with applicable regulations.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Translated complex technical issues into digestible language for non-technical users.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Submitted service tickets for equipment maintenance requests.
  • Provided replacement files to customers missing data, media files, and software components.

Education

Microsoft 365 Fundamentals (MS-900) -

Learning Tree
11-2024

Database 1 Certificate (Top Marks) -

NAIT
05.2018

Focus On Information Technology Certificate -

NAIT
05.2018

Diploma -

Alberta High School
2018

Skills

  • TCP/IP
  • Desktop support
  • Software diagnosis
  • Telecommunications network oversight
  • Backup and recovery
  • Hardware upgrades
  • Mobile device management
  • Instruction and training
  • Helpdesk call support
  • Operating system management
  • Customer service expert
  • Complaint resolution
  • PC component diagnostics
  • Technical Support
  • Windows 10/11
  • Account management
  • Remote support
  • Technical troubleshooting
  • Business Development
  • Staff education and training
  • Application support
  • Network diagnostics
  • Issue troubleshooting
  • Ticket support system management
  • Wireless area networking

Timeline

IT Support Specialist

Pattison Agriculture
07.2023 - Current

IT Support Specialist

AM/PM services
01.2018 - 01.2019

IT Support Specialist

Bowrayne Holdings
01.2015 - 01.2018

Database 1 Certificate (Top Marks) -

NAIT

Focus On Information Technology Certificate -

NAIT

Diploma -

Alberta High School

Microsoft 365 Fundamentals (MS-900) -

Learning Tree

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Harland Purin