Timeline
Work History
Overview
Education
Skills
Summary

Ilene Ramsaran

Customer Advisor
Brampton,ON

Timeline

Customer Advisor - Tucows Inc.
05.2023 - Current
System/Technical Support Analyst - IBM Canada
11.2007 - 01.2009
Client Support Specialist - Reserve America
03.2007 - 09.2007
Technical Support Specialist - Client Logic Corporation/T-mobile Campaign.
11.2005 - 03.2007
Global Technology - No Degree, COMPTIA A+
07.2003 - 10.2003
University Of Guyana - Associate of Applied Science, Computer Science
09.2000 - 07.2003

Work History

Customer Advisor

Tucows Inc.
Brampton, ON
05.2023 - Current
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Paid attention to detail while completing assignments.
  • Identified issues, analyzed information and provided solutions to problems.
  • Developed and maintained courteous and effective working relationships.
  • Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
  • Documented customer interactions in internal database to maintain complete customer service history.
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.

System/Technical Support Analyst

IBM Canada
Markham, ON
11.2007 - 01.2009
  • Resolved issues with systems, hardware and software quickly and accurately over the phone or remote access.
  • Providing support for Microsoft Office Suites; Email programs (Outlook and Outlook Web Access); Internet tools such as Internet Explorer; VPN and Remote Authentication; Windows operating systems; Citrix as well as LAN and wireless connectivity issues
  • Installing and configuring updates for new hardware (printer,Scanner etc.)
  • Troubleshooting network printer connectivity issues
  • Working with Active Directory to manage users on a domain
  • Initiating calls for equipment maintenance or replacement as necessary with vendors.
  • Utilize real-time case tracking software to create and update tickets
  • Escalate cases to technical leads if expanded or additional troubleshooting is required

Client Support Specialist

Reserve America
Mississauga , ON
03.2007 - 09.2007
  • Analyze, update and maintain inventory reservation data in a live SQL and Oracle database
  • Modifying and updating website and inventory information as specified by clients
  • Answer incoming emails and calls from various contracts in accordance to Service Level Agreements, within a specific time frame.

Technical Support Specialist

Client Logic Corporation/T-mobile Campaign.
Toronto, ON
11.2005 - 03.2007
  • Support Blackberry and other mobile devices using POP3, IMAP, Ms Exchange Outlook and OWA email configurations.
  • Troubleshoot wireless device software and hardware issues. And synchronization of calendar, contacts, memos and task with Microsoft Outlook/Exchange Servers
  • Recorded and maintained relevant notes for each client
  • Answering customers queries and taking payments when required.

Overview

18
18
years of professional experience
3
3
years of post-secondary education

Education

Associate of Applied Science - Computer Science

University Of Guyana, Turkeyen Campus - Guyana South America
09.2000 - 07.2003

No Degree - COMPTIA A+

Global Technology , Camp Street - Georgetown / Guyana
07.2003 - 10.2003

Skills

  • Effective Customer Communication
  • Willing and able to learn new procedures and concepts
  • Positive attitude and a self-motivated individual
  • Respectful, hardworking and punctual
  • Ability to work in a team environment and independently
  • Proficient in Microsoft Office and Google G-suites

Summary

  • Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

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Ilene RamsaranCustomer Advisor