Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Randy Auguste

Ottawa,ON

Summary

Level 2 (Secret)Security Clearance

Full-Service Computer Technician handles everything from PC onboarding through maintenance and repair to secure decommissioning services. Carefully protects sensitive data integrity. Holistic provider of exceptional PC repair and data management services. Looking for new opportunity to expand the knowledge and contribute the newly acquired skills for the growth of the organization. An effective problem solver who got recognized by peers and employers for excellent communication and organization skills and able to work with a team and as an individual

Overview

3
3
years of professional experience
1
1
Certification

Work History

Technical Support Representative

N-Able
11.2021 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Submitted service tickets for equipment maintenance requests.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Collaborated with colleagues in both domestic and international support facilities.
  • Resolved system, hardware and telephone issues within 3 hours, improving efficiency among departments.
  • Fielded average of 5 inbound phone calls to deliver support and remotely resolve service issues.

Computer Technician

Snappy Tech
02.2021 - 05.2021
  • Managed numerous customers call per day
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more
  • Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff
  • Executed technology implementation projects, minimizing downtimes and business disruptions
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Backed up company data on regular basis, successfully recovering critical information after malware attacks

Education

Diploma - Cyber Security Analyst

Willis College
Ottawa, ON
02.2021

Skills

Maintenance and Repair Recordkeeping

  • Complex Problem Solving
  • Memory Installation
  • Machine Reassembly
  • Parts Replacement
  • Attention to Detail
  • Problem Diagnostics
  • Software Reinstallation
  • Customer Relations
  • System Upgrades
  • Operating System Configuration
  • Time Management
  • Hardware and Software Configuration
  • Data Recovery
  • Critical Thinking
  • Troubleshooting Techniques
  • Operating Systems
  • Hardware Maintenance
  • Resolve Technical Problems

Certification

CompTIA A+

Timeline

Technical Support Representative

N-Able
11.2021 - Current

Computer Technician

Snappy Tech
02.2021 - 05.2021

Diploma - Cyber Security Analyst

Willis College

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