Emad Mahdavifar Email & Phone Number

Woodbridge, Ontario, Canada

• Managed 30+ incoming phone calls and conducted 10+ follow-up calls daily, remotely assisting clients in diagnosing, resolving, and configuring various PC models, network equipment, and new product installations for customers in Canada and the USA.• Utilized the remote support tool Bomgar/BeyondTrust to support 5000+ client endpoints running on Windows 7, Windows 8.1, Windows 10 Professional & IoT Enterprise.• Analyzed and modified software/hardware configurations to operate bill acceptors, card swipers, touch screens, and game settings for gaming PCs and cabinets.• Initiated tickets in the Zendesk ticketing system to document customer information, report issues, record resolutions, and escalate matters when necessary.• Effectively leveraged Office 365 products, including Excel for collaborative data analysis, Dynamics CRM for client information, Word for creating training materials, Power Automate for streamlining tedious administrative tasks, and SharePoint for centralized documentation.• Handled RMA process, tracked shipment details, and provided follow-up hardware support.

Toronto, Ontario, Canada

Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.• Trained and coached 20+ staff members on customer service skills, food and beverage knowledge, and COVID-19 safety standards.• Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.• Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.• Performed troubleshooting and routine maintenance to keep equipment in optimal working condition.• Responsible for high volume day to day operations, scheduling and staff selection, weekly menu alterations and payroll• Strategically developed effective marketing plans to increase sales and profits while managing costs.

Tehran, Tehran, Iran

• Visit customer sites to preform troubleshooting on all hardware and software issues.• Managing team of five Field Technicians to coordinate customer site visits.• Work with FANAP CRM system to monitor and troubleshoot customer POS systems. Provide feedback to customer on how to fully utilize the POS system to meet all their needs. • Maintain and troubleshoot ATM machines on a daily basis to meet all banking security requirements for multiple financial institutions in different territories.• Continuously preform daily inventory count on all required hardware for daily operations. This includes, ordering, picking up and shipping of all hardware.• Preform in-depth troubleshooting on ATM machines, such as replacing the system core, replaying the motherboard, and all other related items. • Work under minimal supervision and deal with multiple projects effectively and efficiently, meeting strict timelines and changing priorities• Worked with cross-functional organizations to solve complex technical issues and follow reported problems through to resolution.• Mentored new engineers by providing assistance with technical questions, escalating cases, and teaching detailed-process development.

Tehran, Tehran, Iran

• Recommended configuration changes and system additions to optimize performance.• Provide hardware and software support, including installation, configuration, desktop/notebook configuration, and problem resolution in a Windows-based environment.• Provide server maintenance as well as troubleshoot all technical issues with server configurations• System administration with Windows-based and Linux based computer systems.• Provide support to end users on all issues. Troubleshoot technical problems by responding to telephone calls, and emails.• Digitalize all company data to better secure company information.

Associate'S Degree, Computer Systems Networking And Telecommunications

Courses: PC Hardware | Routing and Switching | Unix/Linux | Programming | System Scripting | IT Project Management | Virtualization |.

Associate Degree In Computer Software Engineering

Courses: C++ | C# | Phyton | Data Base | SQL | Visual Basics | Software Development | Computer Science | Hardware Science | Assembly.