Josh

SUKHBANS SINGH ------------------------------------------------- ------------------------------------------------- Objective:  -------------------------------------------------  To obtain Customer Service position where I can contribute my extensive experience and skills to ensure the company exceeds expectations for superior customer service, maximum revenue generation, high productivity, and budget adherence. ------------------------------------------------- TECHNICAL SKILLS * Software: MS Office, Adobe Photoshop, Frame-Maker. * Hardware: Hubs, Switches, Laptops, Servers, Raid-printers, Plotters, Scanners, Modems, Workstations (Dell, IBM, HP, Compaq) and Hard drives. * Operating System: Windows 9X/2000/2003/XP/NT/Vista. * Network Protocols: TCP/IP, Ethernet, LAN/WAN, VPN, VoIP, DNS, FTP, SMTP and POP3. ------------------------------------------------- 3 EXPERIENCE Vodafone Communication Limited, Mohali, India May 2006-Nov 2010 World's largest telecommunications company * Answered inbound calls in support of customer needs. Conveyed in a reassuring manner step by step to resolve application issues. Reviewed and audits on account information and processes. Performed queries in multiple databases. Skilled in identifying customer’s needs and presenting appropriate company product and service offering. * Provided second level support to internal Help Desk resolve use concerns with specific applications, including Windows 98/XP, Microsoft office, Group wise, and numerous industry specific applications. * Identified and implemented technologies and methods of using existing technology to help users work more efficiently. Also developed procedures and trained users in electronic data transfer between applications. * Interacted with consumers through various communication modes like email, phone and post. Was responsible for assisting all customers with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner. Consistently meet all delivery, technical, productivity, and procedure objectives. Carried out duties as may be requested by management. Maintained a record of received data and customer feedback. * Called customers for their feedback about our products. Also informed customers about various promotions and products that were launched in the market. * Assisted in implementing a Help Desk Support Department and Data Recovery Center. Was Responsible in assisting users with policies and procedures for setting up conference calls, new accounts and voice mail.  * Planned and managed the upgrade of 150 workstations to Windows 2000 and MS Office Suite. * Ensured timely and accurate reporting to my immediate supervisor. * Designed, configured, and tested computer hardware and operating system software to ensure functionality according to customer specifications. * Maintained comprehensive documentation on customer’s request – logged, repair, upgrade and troubleshooting history. Provided customer support in the form of both Pre and Post Sales support. * Was responsible for the creation of demonstrations and presentations to be used for promotion of Service Provider technologies and products. Projects included updating visual and technical displays, PowerPoint presentations and creating technical proof of concept demos. This allowed me to build many relationships across most of Vodafone technical organizations. Airtel Communication Limited, Karnal, India January 2003-Dec 2004 Provided network and hardware support as a windows administrator engineer and technical support engineer for India’s largest telecommunication company * Configured, installed and maintained a variety of LAN/WAN technologies by using 10 base-T switches to connect Window NT servers. Ethernet hubs with speed of 10mbps and Windows NT as an operating system. Configured a virtual private network (VPN) with client network to enable file-sharing, video-conferencing. Also resolved escalated hardware and software issues related to LAN/WAN. * Installed logical printers on a print server and prepared print server to host clients. Troubleshot and resolved issues with hardware and network, as well as performed regular maintenance to the environment by installing patches and maintaining virus definitions. * Provided user rights and permission support by disabling and enabling accounts, setting file and folder permissions and configuring security templates. Responsibilities also included setting-up and assigning user accounts and e-mail addresses. * Collaborated with other internal network technicians and engineer in order to create working networks and disaster recovery plan of actions. Reviewed daily SNMP messages from our theater network and provided proactive recommendations to Regional Managers. * Worked in Next Generation technologies such as 2G and 3G. Worked on architectures, protocols and frame transport mechanisms of ADSL, Broadband ISDN, SONET, frame relay and ATM for communication with various WLANs. EDUCATION * Microsoft Certified Software Engineer(M.C.S.E) January 2006-April 2006 * Humber College, Toronto, Canada January 2005-August 2005 Graduate Certificate Course in Wireless Telecommunication * B.B.S.Engineering College, Fatehgarh Sahib, India August 1998-December 2002 Bachelor of Engineering – Computer Science