Soheil Katebi Kermanshahi Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

• Supply chain applications support (WMS/LM/SAP)• Hardware support (Talkmans, handhelds, truck mounts, wireless access devices, IP camera components, label printers, computer room equipment)• Desk side support for Microsoft office, applications, and mobility devices• Telephone (VOIP) Support• Escalation of issues to other departments when necessary to ensure timely service and support• Vendor management and coordination as required• Knowledge base updates for team members and National Support Centre to reference• Communications to Loblaw staff and management on an ongoing regular basis.• Provide support and troubleshoot local WMS system, ensuring that incidents are corrected within the allotted SLA timeframe.• Be the subject matter expert services for questions about the normal operation of the WMS system• Provide support for all printer technologies within the DC.• Provide Telephone support and assist with VOIP issues• Provide first level IP camera troubleshooting and application support• Coordinate change windows with DC management to implement changes or upgrades to internal facility systems.• Maintain the Isotrac equipment and managing the returns and repairs process.• Maintain the RF equipment and managing the returns and repairs process.• Ensure of account entitlements / account management.• Assist in the process of user acceptance testing (UAT) as required.• Manage desktop repairs, replacements, and upgrades• Coordinate incidents between support teams on widespread issues impacting the WMS system• Coordinate approved vendor installation and repairs• Perform proactive communications with DC staff and management on all issues, changes and improvements to technology and applications.• Participate in the creation of SOP’s and process to improve DC performance• Provide after hours on call support when scheduled to do so• Provide Computer room maintenance. Escort vendors for UPS/AC/electrical maintenance tasks

Calgary, Alberta, Canada

. Resolved Level 1-2 technical issues with software, hardware, and peripherals by using Service now and Remedy Ticketing System. Responsible for shipping out and receiving/documenting newly received equipment for the entire department. Assemble, Deployment of the Fresh/Repaired Desktops, Laptops, Mini/Tiny cases. Troubleshoot the issues with Scanners, Printers and Drivers. Managing Backups, Imaging, and Restoring Operating Systems. Listen to clients' needs and assist them with identifying and securing appropriate services. Cable Management of the devices. Maintenance of the PCs, Meraki Switches, and other devices. Configuration and Deployment of Cisco IP Phones for Clients. Prepare weekly report for the managers

Iran

● Served as liaison between certain departments to implement new improvement plans and changes.● Responsible for shipping out and receiving/documenting newly received equipment for the entiredepartment.● Installed and set up, repaired desktops/laptops for the upgrade, replacement and maintenance.● Troubleshoot and correct the issues with hardware, OS software and applications.● Provided an ad-hoc service to users of all computer systems, troubleshooting and resolving systems problems Checking the ticketing system continuously in order to solve user’s issues as soon as possible.● Listened to clients' needs and assisted with identifying and securing appropriate services.● Created new accounts, reset passwords and configured access to servers and file management software for users.● Maintained composure and patience in face of difficult customer situations, applying de- escalation techniques and positive customer support

Tehran, Iran

● Responsible for resolving queries of customers through email, phone, and chat managing and taking ownership of the resolution process for all customer related issues on helpdesk tickets.● Understanding and complying with security and support policies and procedures.● Troubleshooting, installing and upgrading the software applications and operating systems on network attached computers.● Enhanced client satisfaction ratings by resolving difficult customer issues through completion.● Used multiple resources and tools for evaluating and presenting solutions.● Diminished obstacles and saved time, spearheading special projects through effective emergency resolution.● Supported customers with password resets and account customization.● Resolved Level 1 technical issues with software, hardware and peripherals.● Upgraded laptops/desktops, improving speed and performance. ● Installed over 200 motherboards, processors and graphics cards.

Tehran, Iran

● Responsible for installing equipment such as desktops/laptops and PCs for employees.● Managed internet bandwidth for specific users.● Software installation on computers and try to keep entire systems updated.● Cable management of the devices.● Created newcomers a user with specific accesses by Active Directory.● Checked each software’s license and made sure all computers work properly.● Prepared daily and weekly reports and sent it to management.● Printer and scanner installation.● Evaluated interfaces between hardware and software, testing performance requirements.● Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

Tehran Province, Iran