Sam Moncada Email & Phone Number

Vaughan, Ontario, Canada

Toronto, Canada Area

 Provide exceptional user support, addressing client issues remotely, over phone, and desk side. Service Now ticking system Apply comprehensive expertise with Office , Windows 7-8-10, and Lotus to deliver resolutions. Outlook 365 Generate thorough and accurate documentation, end user guides, and trouble ticket descriptions. Carry out diagnostics and configuration for desktop and laptop hardware as well as HP products. Deliver troubleshooting and setup service for , iPhones, Androids, and iPads. Diagnose and configure Canon and HP network printers, network drives, Cisco VPN, and Citrix. Set up Symantec Antivirus and Spyware programs as well as image desktops and laptops. Manage Active Directory Server 2013, including resetting user passwords and creating accounts. Resolve any LAN, TCP, and IP internet issues efficiently to ensure minimum downtime. Design and implement training for end users on client applications including email and printing. Oversee and manages Cisco IP Phones , network routers, and video conference polygons effectively.

Markham

• Provided first and second level support via email, phone, and in-person, remotely• Utilized excellent knowledge of, Office 2010, , Win7 and Win 8 to resolve issues• Actively maintained HP and Xerox printers to ensure optimal performance• Provided troubleshooting for Blackberry’s and iPhones• Conducted diagnostic and configuration support of all hardware and Software Dell, IBM• Attended to Network setups and cabling, Troubleshooting Wireless access, • Administered Norton Ghost Images, Spyware, Antivirus

Markham

Conducted MS Office Outlook Exchange server technical support to users in a call center setting using BMC Remedy and emerge-Ticket SystemResearched and proposed creative solutions within team meetings to help streamline business functions Consistently recognized for excellent support and resolution of user issuesUtilized strong customer service skill to provide extensive phone support for software issues

Provided extensive first and second level supportMaintained service laptops, workstations, Ghost imaging, users data back-ups, images, and VoIP IPConducted diagnostic and configuration support of all hardware and software, wireless, and VNCSupported MS Office, Windows XP/Vista, and VPN programs and conducted Smartphone set ups

Accomplishments:Excellent customer service skills by providing 2nd and 3rd level support from both email and telephone, Remote requests and in personMaintain, troubleshoot and resolve problems remotely and hands-onMonitor Symantec Endpoint Protection Manager Console, Anti virus, Spam, SpywareNetwork traffic monitoringMaintain and service all hardware (laptops, workstations and printers) IBM, Dell and HP Products.Provide diagnostic and configuration support of all hardware and software, Images PCsNorton Ghost Back-up and recovery dataRepair and re-patch network cablesOrdering, purchasing and installation of hardware, peripheral and software productsActive Directory 2003 creating e-mail accountsKnowledge with current software utilization, such as: Office 2003 and 2007, windows 8 , Windows 7 , Windows 2003 server, LCS Live Meeting, VNC remote, VoIP IP Admin, Client Citrix, VPN Client, Wireless troubleshooting, Exchange sever Knowledge with networking WAN/LAN,TCPConfigure & troubleshooting Smartphone's, BlackBerryPolycom Video ConferenceManaging and Maintaining PCs (A+) Operating SystemsHelp Desk Analyst and User SupportDell Certified (Laptops, Desktops, Workstations)Network + Boot campImpact- Customer Service

Helpdesk Ananyst Supoort, Helpdesk Support And Also Hardware Related

Study all A+ hardware and Networking that was related to troubleshooting and resolving the issue.

Helpdesk Analyst, Senoir Helpdesk Analyst