Bulcha Dolal

Hello! I'm Bulcha Dolal, an IT Specialist with over three years of experience in technical support and a strong proficiency in Microsoft products. I'm passionate about making technology accessible and easy to understand for everyone. I thrive in dynamic environments and love the challenge of solving complex technical issues.

🔹 Why I Love What I Do:
Technology is ever-changing, and I get a thrill from staying ahead of the curve. I find immense satisfaction in resolving issues that make others' lives easier. I aim to ensure that technology is a helpful tool, not a hindrance.

🔹 My Skills & Expertise:

• End-User Device Support: I have hands-on experience in Tier 1 helpdesk support, including imaging and deploying laptops, desktops, and mobile devices.
• Microsoft Suite: I have an in-depth knowledge of Microsoft Office 2010/2016/O365 and Windows 10.
• Active Directory Management: I'm proficient in administering and troubleshooting Active Directory.
• Network Troubleshooting: I'm skilled in diagnosing and resolving LAN and VPN connectivity issues.

🔹 My Achievements:

• Achieved a 95% user satisfaction rate in my current role at Compugen.
• Managed an average of 300+ remote customer service tickets monthly at Verizon, with a 98% resolution rate on the first contact.

🔹 Certifications:
I hold a CompTIA A+ certification and a Google IT Support Professional Certificate, which further attest to my technical skills.

🔹 Education:
I have a Bachelor of Science and Bachelor of Commerce from the University of Alberta.

🔹 What I'm Looking For:
I'm eager to bring my skills and dedication to a team that values innovation and quality service. I'm particularly interested in roles that allow me to grow professionally and personally.

Deskside Support Technician, Compugen (Dec 2021-Present)

• Conducted on-site desktop builds and hardware upgrades, ensuring seamless integration with existing systems.
• Achieved a 95% user satisfaction rate by providing personalized training and problem-solving.
• Collaborated with Network Operations to troubleshoot and resolve LAN and VPN connectivity issues, resulting in a 20% improvement in network uptime.
• Streamlined the application installation process, reducing average deployment time from 2 hours to 80 minutes.
• Administered Active Directory, including user account creation, password resets, and group policy updates.

Technical Business Support Representative, Verizon (Sep 2019-2021)

• Managed an average of 300+ remote customer service tickets monthly via chat and calls, achieving a 98% resolution rate within the first contact.
• Provided remote Tier 1 helpdesk support, diagnosing and resolving hardware and software issues, including OS errors and application malfunctions.
• Conducted remote training sessions for over 50 users in Microsoft Office suite, resulting in a 15% increase in user proficiency.
• Created and maintained a comprehensive problems and solutions log, which was later adopted as a departmental resource, reducing recurring issues by 25%.
• Received commendations from 40+ satisfied customers for excellent client focus and effective problem resolution.
• Implemented remote security tools and protocols, leading to a 10% reduction in security incidents.

Earlier Roles (Brief Overview)

• Account Executive, Jobber, Edmonton, AB (Feb 2019-Aug 2019)
• Business Analyst, ALIF Partners, Edmonton, AB (Sep 2018-Jan 2019)
• Business Development Manager, Wolverine Energy and Infrastructure, Wabasca, AB (Dec 2017-Jul 2018)

Education

• Bachelor of Science, University of Alberta, 2013
• Bachelor of Commerce, University of Alberta, 2016

Certifications

• CompTIA A+, Certified by CompTIA, 2023
• Google IT Support Professional Certificate, 2023