Ibrahim Berkan Gursu

I have worked as Technical Support Specialist, Helpdesk Technician,  Tier 1-2 support Specialist, i love to work with technology and deal with challenging problems

Loblaws Inc., Toronto, ON—Pc Xpress Assistant Manager

2020 to Present

•  Fulfilling online, TTC, and Marine Parade orders for customers in a timely manner.
•  Taking care of customer problems and resolving disputes on different levels.
• Dealing with complex and bulk orders, handling detailed packaging and delivery systems
• Training and mentoring new recruits, managing and distributing their responsibilities
•  Utilizing different kinds of software for reporting or inventory such as Flip, Office, Workday
•  Preparing and submitting reports to upper management

Trader Corporation, Toronto, ON — Customer Support Specialist

2020 to 2020

• Managing inbound communications (phone or email) from clients or dealer groups related to the clients DSS account
• Coordinate & liaise with cross-functional departments to resolve issues technical in nature or related to billing or related to order fulfillment
• Take ownership of the accuracy of the clients account information in the autoTrader CRM system. Including package information, capture information, contacts, rates etc.
• Troubleshooting variety of issues in hosted website or at autotrader.ca and communicating resolution in a timely manner
• Working closely with Sales, Finance, Production and Dealer Services, escalating issues to the Manager of Customer Services or to cross functional departments as necessary.

VeriFone, Toronto — Technical Support Team Lead

2015 to 2020

• Part of a team of 7 Team Leads supporting a team of 100 Technical Support Analysts
• Providing hands-on Tier 3 technical support to Analysts and End-Users
• Providing mentorship to new analysts
• Assist customers with installation, operation, maintenance and training related inquiries for POS products including peripherals
• Document all call activity into client records on ticket management tool (Salesforce and Amdocs)
• Diagnosed hardware, software and systems failures using log analysis and established troubleshooting procedures and out of the box thinking
• Supported and troubleshoot IT issues such as:POS login credential management based on different security levels and password reset assistance, software issues -Software Upgrade, Patch Files, Run diagnostic commands via PuTTY, hardware issue troubleshooting on Desktops, Printers, POS, Pin-Pad/Card- Reader), Receipt Printers, Barcode scanners, Hub, Switches, Routers and wireless access points. Network diagnostic such as connectivity issues on POS, Card reader, and Wi-Fi in Retail store
• Trained customers using demos on how to set up, use and maintain POS, Pin-Pad and other retail IT products. Provided Verifone back office application support for reporting and how to use information.
• Resolve issues related to VeriFone's applications through remote connectivity using multiple VPNs & Windows Server based on the application software running on VeriFone products
• Investigated and analyzed network, reporting and connectivity issues with major oil companies and networks such as BP, Shell, Exxonmobil, Buypass, FirstData, Tesoro
• Achieved set KPI goals such as AHT, Resolution Rate and Quality audit scores

Bell Mobility, Toronto — Technical Support Analyst

2009 to 2015

• Provided troubleshooting and support for all Bell Mobility devices including data devices, tablets, turbo sticks, hubs, and rugged devices
• Handling support calls, chats and email from customers across the globe and providing timely resolutions.
• Performed password resets, setup security questions, and used remote tools.
• Assisted corporate clients by providing BlackBerry Internet Service (BIS) and BlackBerry Enterprise Server (BES) troubleshooting
• Advanced iOS troubleshooting for Apple devices including iPhone and iPad
• Identified network problems for data-only devices such as Netgear Turbo Hubs, Ericsson W35, Sierra wireless data devices or turbo sticks, and determining configuration problems for both computer operating system and data device software
• Collaborated with various departments, perform analyses and synthesize information and make recommendations for variety of issues
• Utilized network diagnostic tools Pedigree and Network Configuration Management Software to analyze and resolve network problems

Comptia A+ Certified