Sunny Kainth Email and Phone Number

- Log and track tickets using Client specific applications such as Remedy, Clarify, Altris and Peoplesoft- Provide Software support for Windows 2000/XP, Active Directory Services, MS Office/Outlook 2000/2003, Meeting Place, Citrix connection, Mainframe, VPN Clients and Blackberry.- Support complex issues for hardware, software and networks within established guidelines.- Remote desktop connectivity using Windows R.D., Raindance, VNC and Carbon Copy- Assist user with connectivity issues LAN, Wireless, dial-up Internet and iPass connections- Assign tickets to specified departments for further assistance- Dispatch Field Tech’s and create part request- Monitor after-hours queues and mailbox for pending escalations, update & complete tickets as to fulfill SLA’s- Login to client specific Terminals Servers for remote connectivity, A.D. services and Citrix Management Console, Remote Server Admin, granting/removing access to shares, mapping drives as requested, RSA Team- Provide support for Citrix Portal applications and network share access- Level 2 support for HP LaserJet, DesignJet and PhotoSmart Studio in retail environment

- Technical support for Toshiba Laptop, inbound\outbound calls.- Log and track tickets using Siebel.- Troubleshoot software related problems.- Create depot service orders, Customer Replacement Unit and also provide status of service.- Walk customer through setting up LAN, Wireless & dial-up Internet connections.- Laptop hardware and software diagnostics.- Internet related configuration and troubleshooting.- Assigning problems to specific departments for escalation and resolution.- Meeting or exceeding Call Center monthly performance objectives.- Technical support for Toshiba Handheld.- Provided technical support for Windows CE software and hardware related issues.- Troubleshoot connectivity between Toshiba Handheld and PC using Microsoft ActiveSync.- Help customers resolve problems with backing up and retrieving data.- Troubleshoot wireless issues with Toshiba Handheld and PC.

- Technical support for Sony Vaio PC, inbound calls.- Log and track tickets using CS3.- Help customers troubleshoot problems such as add/remove hardware & software.- Troubleshoot modem, Internet connection, home and business networking, and support for all PC related issues.- Member of the Internal Audit Team – Toronto.- Assisted supervisors with taking supervisor calls.- Help technicians with product specific questions and assisted product specialist with their duties.- Technical support for Sony Clie (PDA), inbound calls.- Provided technical support for Palm OS software and hardware related issues.- Troubleshoot connectivity between Clie and PC.- Help customers resolve problems with backing up and retrieving data.- Troubleshoot wireless LAN card issues with Clie and PC.- Provide support for transferring data between Clie and PC using software’s provided by Sony.- Solved problems by researching internal database for solutions.- Assist customers by sending box for units that need repair.- Technical support for Sony Televisions, inbound calls- Troubleshoot connections between different devices.- Help end users connect home entertainment equipment.- Support customers with signal and television related issues.

- Inbound calls, helping customers track their orders, and handling large volume of calls.- Log and track tickets using Vantive.- Providing customers with customer service skills such as solving problems and giving more info about particular merchandise.- Helped customers by placing orders on the Web.- Sent billable stamps to customers who had problems with orders

- Handled On-Site such as going to customers location setting up networks, printers and troubleshoot PC related issues.- Answering computer related customer service calls.- Install, upgrade and troubleshoot different operating systems, hardware and software. Built PC’s at customer’s request.