Sam Goria Email & Phone Number

Oakville, Ontario, Canada

• Managed different Application platform in INTUNE environment. i.e. DryRain, Connexall, MobiLab, Meditech Expanse.• Proficient in troubleshooting and resolving issues related to operating systems (Windows, Linux, MacOS), Active Directory, DNS, DHCP, and TCP/IP protocols.• Experience with remote access technologies such as VPN and RDP.• Worked with cross-functional teams to resolve complex technical issues.• Maintained and managed patient/victors IPAD in MDM environment.• Managed enterprise communication devices utilized externally i.e. Cisco Handheld and SpectraLink Android devices.• Created multiple test environment for new application, before deployment.• Maintained client Azure base profile, and Active Directory setup.• Customer's needs and coordinated with support groups to service customer with MFA conversion.• Configured and imaged new devises ISO,PC/Laptop.• Demonstrated superior time management abilities by efficiently managing multiple projects simultaneously.• Resolved 10-15 technical support inquiries per day

Hamilton

Provides 2nd level support for the desktop infrastructure including client computing devices, peripherals, printers and software.Assesses, deploys, installs and configures hardware and software sustained through Life Cycle Management ProgramParticipates in team projects and committees and makes recommendations for improvements on technical standards, processes, upgrades, new technologies and service delivery initiativesResponds and resolves enquiries from clients regarding IT problems and service requestsInstalls, configures, troubleshoots and resolves hardware, software and network/server connectivity issuesLiaises and coordinates with internal and external groups, including external vendors, to resolve technical issuesProvides training to clients in use of desktop technology and prepares training material for coaching clientsAttends meeting with clients, IT teams and works in project, temporary and ongoing functional work teamsThe Technical Support Specialist is responsible for providing technical assistance and support to customers and clients. This includes troubleshooting and resolving issues related to hardware and software, as well as providing guidance on how to use various products and services.Key Responsibilities:Respond to customer inquiries via phone, email, and chatTroubleshoot and resolve technical issues related to hardware and softwareProvide guidance and instructions on how to use products and servicesCreate and maintain documentation for technical support procedures and solutionsIdentify and escalate issues to higher-level support as neededKeep up-to-date with new products and technologiesProvide training and support to other team members as neededQualifications:Strong customer service skillsExperience with troubleshooting and resolving technical issuesKnowledge of hardware and software products and servicesExcellent written and verbal communication skillsAbility to work independently and in a team environment

Toronto, Canada Area

• Manage multiple live projects and meets deliverable deadlines.•Review functional and design specifications to ensure full understanding of individual deliverables. •Analyze application stress and performance tests •Develop, document and maintain functional test cases and other test artifacts like the test data, data validation.•Identify test requirements from specifications, map test case requirements and design test coverage plan•Identifies and provides initial analysis to develop and implement appropriate actions for client needs. •Executes solution testing in terms of functionality, performance, reliability, stability and compatibility with other legacy•Implementation of MSR and EMV applications •improvise a client feature list and create a testing scripts. •Take responsibility for monitoring product development and usage at all levels with an eye toward improving product quality•Isolate, replicate, and report defects and verify defect fixes.

Mississauga, Ontario

• Training & Leadership for over 30 support professionals • Through knowledge service level requirements and potential impacts to the business.• Take a supervisor calls and conduct coaching sessions.• Policy & procedure development and management.• Perform monthly QA for support professionals and provide feedback through at least one coaching session per agent per month• Participate in monthly calibration sessions for competency & skills assessment• Ensure knowledge-base is updated in a timely manner with new or revised procedures.• Participate in monthly Joint Monitoring (JM) with different H.O. • Present a positive work environment through Spirit Day activities.• Helped with troubleshooting OS related issues and errors.• Install, configured Router/switch to meet client needs to utilize high-speed communication to send transaction over IP.• Assist with setting up user access right and enable tools and passwords for different tools i.e for tracking system Remedy• Provided a though explanation about TCP/IP and Port setting requirement to our clients needs.• Provided prompt and courteous technical support to staff (on-site and over the phone) • Involved in a complex technical escalation to resolve issues.• Heavily involved with a product life cycle before implementation (How to Support, expected error, ..)• Took initiative to handle multiple call center projects to meet the company’s goal.

• Supplied technical support to the facilities• Troubleshoot and configure new hardware component.• Analyze company needs, and identified the status to improve their performances and roll as a part of SDLC team.• Trained and supervised for technical support position.• Key participant in development, design and implementation of regional and corporate meeting.• Answer calls directly from customers and dealers. Provide online support to customers.• Investigate and resolve customer issues relating to the return of product for repair, warranty replacement or refund.• Maintained network support and troubleshooting on all area of facilities and implemented user account rights.• Analyze customer’s billing and advice better alternative.• Resolves challenges escalated from a First level support.• Involved in the migration of infrastructure and carefully reported issues that might arise

Certificate, Wireless Technology

Diploma, Computer Programming