Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

RAJEEV KUMAR

Cambridge,ON

Summary

Technical Support Specialist with more than 3 years of IT support and customer service experience .Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

Bell (AlarmForce)
02.2022 - Current
  • Providing Front End support for one of the top Alarm Security organizations.
  • Documented all client interactions thoroughly in the Customer relationship management(CRM)and SQL databases then escalating unresolved cases to the field Technician and other proper departments as well as allowing for efficient tracking of recurring issues and trends.
  • Troubleshooting the OS of the Alarm Security system and pushing the updates remotely.
  • Configuring and installing wireless devices such as Wireless Camera, Wireless routers, and sensors
  • Providing support for automation devices especially alarm.com and other compatible vendors(such as smart build, smart door locks, smart plugs, Automation Gateways and other compatible devices).
  • Collaborated with cross-functional teams (sales, Engineering Department and On-Field TECH) for complex problem-solving, leading to improved operational efficiency
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

IT Support Specialist

PIE CONSTRUCTION AND INSTALLATIONS PRIVATE LIMITED
04.2018 - 10.2019
  • Product Analysis and Technical support for construction company where my core role was to manage the setup and configure the system, provide technical support, and provide the latest update of services as well manage their software and licensing.
  • Installing Windows, Windows server (2016) and Linux to run the required software by cutting the cost.
  • Configuring network connections such as wireless routers (TP-Link Router, TP-Link access point) and VPN connections (TP-Link).
  • Troubleshooting the network connection (configuring IP addresses, updating network adapters, wireless routers)
  • Troubleshooting operating systems (Windows server 16) and supporting applications (AutoCAD, Office 365, SQL Server and Matlab etcetera).
  • Updating the windows patches, assisting them to update end-user applications by call, chat, and mail
  • Generating problem reports, logging issues, and escalating critical issues
  • Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes (especially Backup their LAN connections and server to avoid downtime).
  • Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.

Education

Ontario post-graduation certificate -

Conestoga college

Bachelor of Technology in Electronics and Communication Engineering -

National Institute of Technology, Manipur, India

Skills

  • Python, SQL
  • Visual Studio, Cisco Packet Tracer
  • Office 365
  • Windows, Linux
  • Windows Server (2012 r2, 2016)
  • Linux server (Centos7 and 8)
  • Linux server (Centos7 and 8)
  • CCNA Fundamental

Languages

English
Professional Working
Hindi
Native or Bilingual

Certification

Red Hat Certified System Administration certification, Udemy, 05/2021 - 07/2021

Installing Linux Virtual Machines, Linux Essentials (Basic Linux Commands)., Users and Groups Management, Linux Network Configuration, Linux Security., Operate Running Systems, Configuring and Maintaining Systems., Storage Techniques, Configuring File Systems, Managing Containers Images., Bash Shell Scripting fundamentals.

Timeline

Technical Support Specialist

Bell (AlarmForce)
02.2022 - Current

IT Support Specialist

PIE CONSTRUCTION AND INSTALLATIONS PRIVATE LIMITED
04.2018 - 10.2019

Ontario post-graduation certificate -

Conestoga college

Bachelor of Technology in Electronics and Communication Engineering -

National Institute of Technology, Manipur, India

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