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<pre>Array ( [var] => cut_url ) </pre> Resume for Shan N. for IT / Technical Support / Government & Civic in Edmonton, Canada. Search More Resumes for IT / Technical Support on #UZ9O9SAJP

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Resume for Shan N. for IT / Technical Support / Government & Civic in Edmonton, Canada

Occupation: IT / Technical Support Industry: Government & Civic
Country: Canada City: Edmonton
State: Alberta ZIP: T6J 2n9

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To obtain an application analyst position that utilizes the knowledge and skills acquire with prospects towards performance based growth.  


Certifications:  Dell Certified Systems Expert.

Operating Systems:  Windows X, ME, and XP, Vista, Novell, Basic Knowledge in Linux and        

                                       UNIX. Pocket PC /, Windows CE and Windows Mobile ..

Software: Lotus Notes Client, Novell GroupWise ., Citrix ICA Client,  MS Office Suite ///, Outlook Express, Novell Console One, HP Open view,  Dell Connect, Microsoft Portal, Windows Debugger,   ActiveSync, IntelliSync, FTP, Ping Utilities, Telnet, Front Page , DOS, Norton Ghost, McAfee and Norton Utilities, Adobe PhotoShop, Knowledge Base,  DellServ and Dell Solution Network.

Hardware: Switches, Wireless Routers, Hubs, Laptops and workstations HP, DELL, Compaq and IBM, WiFi, Bluetooth, Modems, Network Cards, Memory, HDD, Video Card, Printers, Scanners and other peripherals.

Networking:  TCP/IP, DHCP, SMTP, POP, Ethernet, VPN, Basic network infrastructures and                  

                                       Security, and Remote Desktop Connection.

Languages:   Visual Basic, C/C++ and Java.


  • Effective communication skills in English, Tamil and working knowledge in French.
  • Strong analytical, problem solving and communication.
  • Accuracy and respectful to strict deadline driven with strong attention to details.
  • Strong problem solving skills with ability make good decision.
  • Proven leadership skills, career coaching, team participation and dealing with difficult employees.
  • Experience with testing application from UAT through to Production.
  • Excellent multitasker and ability learn new technology within short period of time.
  • Experience providing technical training to small groups or single users.
  • + years of experience in providing software/application support in an IT solutions environment.
  • Has the basic understanding of ITIL v.
  • Has Enhanced Reliability Security.


    Application / Software Support Analyst                                                        Jan – Present

    Alberta Education  
    Advanced Education & Technology: Edmonton, AB

    Working with Alberta Education & Advanced Education Technology teams as Application / Software support Analyst where providing support to client on internal, external applications and software. Provides support to Alberta PostSecondary Application System , Secure Identity & Access Management System and to be a backup application support for Apprenticeship, Training, and Occupational Management System ATOMS.

  • Answering all incoming helpdesk calls and Inquiries.
  • Providing application support to K, School staffs and PSI staffs.
  • Providing support to extranet logins, access applications for schools, authorities and internal users.
  • Providing support for schools and school authorities in sending student enrolments to Alberta Education through Provincial Approach for Student Information PASI.
  • Validating and editing school student’s registration, course/marks files using Edulink software.
  • Using Mainframe verify student marks with students.
  • Providing support to ApplyAlberta and SIAMS for both post secondary institutions and public.
  • Using SIAMS Admin tool to reset user accounts & help students with PSI applications.
  • Assigning and maintaining SIAMS, PVT, CAPS User IDs and password.
  • Testing the application usage in UAT environment than providing support in production.
  • Documenting all the incoming and outgoing calls in Consolidate HelpDesk Tracking system.
  • Communicating application errors found during calls resolution and testing the application when the errors are resolved.
  • Communicating Applications Outage via email to external stakeholders, other Government of Alberta staffs and to internal staffs.
  • Providing internal staff training as required and acting as a trainer for the new comers in the Helpdesk.
  • Creating and maintaining technical documentation, and training of new operations personnel.
  • Documenting User Manuals, Quick Reference Guides, Tips and Tricks.
  • Using Program Registry System to analyze and validate PSI cost/session files.
  • Using ClearQuest to escalate PRS tickets to nd level.
  • Using Students Finance System to view student loan information & assisting students with loan applications.
  • Educating Help Desk staff on known error messages and resolutions.
  • Creates and maintains documentation for standard operating procedure.
  • Proving email support for ATOMS.
  • Meeting client set SLA’s.
    Extranet, XP, Vista, ClearQuest, Edulink, Consolidate HelpDesk Tracking System,   
                             Program Registry System, Student Finance System, SIAMS Admin, Extranet Admin, PASI,      
                             ATOMS, SnagIt, Mainframe.

    Technical Support Consultant                                                     Aug – Dec

    Rogers Cable Communications Inc.: Toronto, ON                   

    Worked with Rogers as a Wireless Consumer Technical Support Consultant, responsible for providing voice and data technical support to Rogers Wireless Consumer phone customers.  Provided high level of customer satisfaction and engagement when assisting new or existing Rogers customer inquiring about repair, replacement, technical problem resolution and connectivity for: Wireless data and voice devices, associated desktop software requiring resolution including account provisioning, device functionality, device configuration, application support, software downloads, network connectivity by escalating internally.

  • Provided technical support on Wireless connectivity, configuration, basic device features and usage.
  • Provided technical support on Voice features such as a Voice Mail, Call Forwarding, Caller ID.
  • Provided technical support on Data features such as Internet, WAP browsing & downloadable content.
  • Provided technical support on Messaging services such as an Email, SMS, MMS.
  • Tracked all incoming calls under Rogers Database Vision .

    Technology: Win XP/Home/Pro, Win Vista/ Desktop Manager/BlackBerry Desktop Software/ iPhone. 

    nd Level XPS Resolution Expert                         Oct – Jul

    Dell Corporation: Kanata, ON                 

    Provided second level of diagnose and resolution within the US and Canadian regions using Dell Solution Network, following the Dell Policies and Procedure. Provided software and hardware support for consumer, commercial clients with their notebooks, desktops through Remote Access their PC. Meet client set SLA’s & OLA’s.

  • Used DellServ Dell database software to create incident tickets and dispatch parts.
  • Troubleshot software, hardware and dispatch necessary parts along with Service vendor.
  • Installed and configured MS Outlook // to access emails.
  • Maintained % resolution rate at first call and top % on department performance and sales.
  • Awarded for outstanding Sales Performance, excellent and recognized for flawless attendance in .
  • Walked client through the setup of their home network and the wireless router.

    Technology: Win XP/Home/Pro, Win Vista/Home/Business/Ultimate, Office //, McAfee,

                             Norton Utilities, DellServ, Dell Solution Network, Dell Connect, Networking, Windows

                             Debugger, Intranet, Adobe Reader ., SpyBot, Lavasoft, AdAware, AVAST, ActiveSync.  

    Technical Specialist/Mentor                              Jul – Sep  
    Sitel Corporation: Kanata, ON

    Worked for Microsoft contract and provided technical support for ZUNE. Provided support to customer on Sync to ZUNE device with Win XP and Vista. Promoted as Mentor to provide technical advices, and feedback to front line agent which challenges to provide timely resolutions.

  • Efficiency achieved through great productivity of plus calls weekly.
  • Solid reputation earned for resolving complex issues and providing exceptional services.
  • Provided informational and technical training to Tier agents.
  • Gave approval for Tier agent to dispatch a part or box to pick up the Zune for repair.
  • As Mentor took over the escalation and supervisor calls which are escalated from Tier agent.
  • Strong documentation skills resulted in organized data entry into call tracking database, Customer Assistance Portal.
  • Used Product Studio to enter any reoccurrence issues, in order to create a knowledge base article.

    Technology: Win XP, Vista, Intranet; Internet, Product Studio, Customer Assistance Portal, Knowledge

                            Base, Firewall, WiFi and Bluetooth

    Vista Support Engineer                                                                                 Jan – Jun

    Sitel Corporation: Kanata, ON                                                           

    Worked with Microsoft contract as support Engineer provided support on the launch of Windows Vista. Supported for internal and external clients on installation of Win Vista Operating System via phone and resolved their problems in a professional and prompt manner.

  • Setup and maintained a laboratory to reproduce customer problems on installation of Windows Vista.
  • Created solutions with an internal Microsoft database: “Customer Assistance Portal”.
  • Developed knowledge base article on the launch of Windows Vista to aide in troubleshooting for front line and second line agents.
  • Generated Product Key for Win Vista Basic/Home/Ultimate when necessary and helped customer with the activation of Win Vista.

    Technology: Win ME/Home/XP/Pro, Vista Home/ Business/ Ultimate, HP Printer, Dell Printer,

                            Customer Assistance Portal, Windows Mail, Office /, Norton , McAfee, Outlook

                            and supported HP, Dell, Toshiba, Sony.

    PDA – Technical CHAT Support Specialist                                                Oct – Dec

    Sitel Corporation: Nepean, ON   

    Provided technical support for business client via phone who purchased HP iPaq Pocket PC HP’S PDA. Promoted to CHAT technical support specialist to handle high volume of chats

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