Derek Chiu Email & Phone Number

North York, Ontario, Canada

Richmond Hill, Ontario, Canada

Markham

• Represented the ID administration team to create, modify, and delete users in Active Directory, Mainframe and Linux/AIX/Unix• OS and Office 2003/2010 suite support, identifying the issues and mapping solutions for the customers on proprietary & third-party applications• Achieved strict Service Level Agreement requirements on a 24/7 basis within a high-pressure environment• Assisted external and internal customers via telephone, email, and communication support systems• Proactively escalated and communicated customer issues to appropriate personnel / support groups to develop and implement strategic solutions• Created training materials for colleagues and new hires to develop an in-depth knowledge and understanding of the policies and procedures, contributing to their outstanding performance• Provide system tools and work process training to all new Helpdesk employees• Awarded the IBM Global Services Certificate of Excellence for outstanding performance and contribution to the Patriot Coal Account (May 23, 2012)

• Provide innovative ideas and manage departmental sales, key measurable, high merchandising standards, and great solution selling to customers • Ensure computer servicing and maintenances are completed in a time sensitive manner to meet customer’s expectations• Maintain a high standard of productivity by completing priority planned work quickly and accurately• Responsible for servicing computers and setting up networking services for customers• Write up procedural guidelines for co-workers in diagnosing computers and/or network problems• Recommend hardware and/or software products to customers to help meet their demands and needs• Responsible for providing on-site services for customers regarding networking and/or computer servicing• Conduct follow-up calls to customers to ensure the services provided was adequate and satisfactory• Responsible for the maintenance of appropriate store appearance and ensures all related activities are properly executed

• Provide sound knowledge and advice to customers regarding interested computer products• Perform upgrades and repairs of incoming computers for customers• Log, update and complete customer’s service tickets• Diagnose computer problems and provide solutions for them• Provide technical support and maintenance in computers, printers, camera, and software applications• First point of contact for any technical inquiries from customers• Responsible for meeting sales target of the store• Responsible for training and developing knowledgeable part time retail staff

• Promote, suggest, and sell quality tech services to customers• Log, update and complete customer's service tickets• Responsible for providing in-house services for customers regarding networking and/or computer servicing• Perform basic upgrades and repairs of incoming computers from customers• Schedule service appointments for customers• Cover sales floor as required

Hardgoods and Softgoods Department • Provide leadership to a staff of 25 and perform managerial duties such as product knowledge training, motivating, disciplining, and monitoring performance, to ensure efficient work operations• Responsible for responding to customer needs and requestsResponsible for balancing incoming products and adhering to customer demands• Complete annual inventory checks to ensure accurate counts of store products• Respond to customer enquiries and complaints and resolve problems in a professional and timely manner• Responsible for organizing and laying out the store to ensure a neat and tidy work environment, as well as to assist customers in finding products in an efficient time manner• Responsible for opening and closing the store, as required

• Directly communicated, analyzed and solved customer's computer problems• Setup and installed networking system into a home environment• Extensive experience in providing technical support and clear detailed explanations to customers• Resolve communication and/or network related problems