Summary
Overview
Work History
Education
Skills
Languages
Certification
Work Availability
Quote
Timeline
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Jian Min

Montreal,QC

Summary

Capable IT technical Support Specialist experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Technical Support Team

Guangzhou Hongyixing
Hefei, Anhui
07.2012 - 08.2013
  • Coordinated technical support team members to ensure customer service standards were met.
  • Provided technical guidance and assistance to staff on assigned working site.
  • Resolved escalated technical issues from customers in a timely manner.
  • Developed training materials for new hires and existing employees regarding technical procedures and processes.
  • Monitored call queues and responded to customer inquiries promptly.
  • Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
  • Monitored and responded quickly to requests received through the call centre system .
  • Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
  • Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
  • Implemented security measures such as antivirus software installation and firewall configuration.
  • Resolved escalated customer inquiries via telephone or remote access tools.
  • Deployed new computers for end users by installing operating systems and applications according to company standards.

IT Technical Support Specialist

Creative Technology (China)Co.,Ltd
Hefei, Anhui
11.2010 - 06.2012
  • Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
  • Monitored and responded quickly to requests received through the call centre system .
  • Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
  • Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
  • Implemented security measures such as antivirus software installation and firewall configuration.
  • Resolved escalated customer inquiries via telephone or remote access tools.
  • Deployed new computers for end users by installing operating systems and applications according to company standards.

IT Technical Support Representative

Huida Real estate agent Ltd,.
Hefei, Anhui
11.2004 - 10.2010
  • Provided technical support to customers via phone, email, and chat.
  • Configured and troubleshot hardware and software issues on multiple platforms.
  • Monitored system performance and identified potential areas of improvement.
  • Conducted training sessions with users to optimize the use of technology tools.
  • Resolved network connectivity issues by analyzing existing configurations.
  • Diagnosed and resolved complex technical problems in a timely manner.
  • Assisted customers with password resets, account recovery, and other IT related tasks.
  • Installed new hardware components such as printers, modems, wireless devices.
  • Updated antivirus software and malware protection programs on systems.
  • Repaired faulty equipment within established timeframes.
  • Provided guidance on operating systems, productivity suites, security protocols.
  • Gave hands-on support to end-users and educated staff on personalized support.

Education

Associate of Applied Science - Honour Science

Vanier College
Saint-Laurent, QC
05.2018

High School Diploma -

James Lyng Adult Education Centre
Montréal, QC
06.2016

Bachelor of Engineering - Software Engineering

McGill University
Montreal, QC

Skills

  • Technical Support
  • Software Installation
  • LAN/WAN
  • Help Desk Support
  • Technical Troubleshooting
  • Service Desk Support
  • Computer Diagnostics
  • Device Installation
  • Application Support
  • User Support
  • Computer Maintenance
  • Customer Service
  • Hardware and Software Configuration

Languages

English
Professional
French
Limited
Chinese (Mandarin)
Native/ Bilingual

Certification

  • Cisco Certified Network Associate (CCNA) 2001
  • Cisco Certified Network Professional-Entreprisis (CCNP) 2023.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

IT Technical Support Team

Guangzhou Hongyixing
07.2012 - 08.2013

IT Technical Support Specialist

Creative Technology (China)Co.,Ltd
11.2010 - 06.2012

IT Technical Support Representative

Huida Real estate agent Ltd,.
11.2004 - 10.2010

Associate of Applied Science - Honour Science

Vanier College

High School Diploma -

James Lyng Adult Education Centre

Bachelor of Engineering - Software Engineering

McGill University

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Jian Min