Kenneth Mitchell

Technical Analyst with 7 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.
Last Resume Update October 8, 2015
Experience 5+ to 7 Years
Category Information Technology, Communications and Entertainment
E-mail kennmitc@gmail.com
Phone Number 1 (519) 817-0463

Experience

Technical Analyst, 09/2010 to 06/2015
TNT Technical Services - Leamington, Ontario
- Deliver remote technical support for over 300 clients, including a worldwide pizza chain,
retirement homes and pharmacies
- Provide first line support for POS systems, Elo touch screens, desktop computers, label
and receipt printers, as well as Microsoft Office 2007, 2010 and 365 applications
- Utilise MSTSC RDP, Cisco AnyConnect VPN client and Teamviewer client to provide
remote support
- Administer Trend Micro's Worry-Free Business Security, and ESET Antivirus clients on
computers and servers, removing viruses and ensuring systems are patched and updated
- Assisted with the training and orientation of new employees

BlackBerry Enterprise Technical Support Agent, 05/2010 to 09/2010
Sutherland Global Services - Windsor, Ontario
- Provided first line support for clients with Support Contracts
- Responsible for assisting with any configuration and installation issues regarding the
BlackBerry Enterprise Software
- Assisted with the wireless and wired activation of BlackBerry devices on the clients
Enterprise system

BlackBerry Technical Support Agent, 11/2009 to 05/2010
Sutherland Global Services - Windsor, Ontario
- Referral support from Wireless Carriers such as T-Mobile and Verizon Wireless
- Assisted customers with troubleshooting any device hardware and software related issues
- Assisted with configuring email accounts on BlackBerry devices

Symantec Virus and Spyware Solutions Expert, 03/2009 to 06/2009
Sutherland Global Services - Windsor, Ontario
- First round pilot project for a virus removal team in Canada
- Received transfers from sales to perform manual virus and spyware removals on customer
computers
- Maintained composure and patience in face of difficult customer situations
- Referred difficult issues to upper management while maintaining positive rapport with
customer

Symantec Premium Services Backend Agent, 08/2008 to 03/2009
Sutherland Global Services - Windsor, Ontario
- Responsible for performing the PC Tuneup, GreenPC, and Expert Install services on
customers computers
- Provided thorough support and problem resolution for customers
- Maintained composure and patience in face of difficult customer situations
- Displayed courtesy and strong interpersonal skills with all customer interactions

Student Technician, 10/2007 to 04/2008
St Clair Student Achievement Center - Windsor, Ontario
- Responsible for assisting students with any technical questions in the Student Computer lab
- Also responsible for shutting down computer around the campus, and refilling printer
supplies at night

Education

Diploma: Computer Information Technology – Networking, 2008