Mostafa Soroush Zadeh

I am a highly skilled Technical Support Specialist with a strong background in providing exceptional post-sales technical product support. With a keen focus on customer satisfaction, I have successfully resolved complex technical customer issues both remotely and on-site. My expertise in troubleshooting, coupled with my ability to identify and address root causes, has consistently led to efficient problem resolution and improved product quality.

As a main point of contact for technical inquiries, I excel in communicating effectively with both internal teams and clients, utilizing my strong verbal and written communication skills. I have a proven track record of generating comprehensive progress reports and delivering timely updates to ensure customers are informed and satisfied throughout the support process.

I am dedicated to continuous improvement and have actively contributed to enhancing technical support processes and procedures, resulting in reduced support inquiries and streamlined workflows. With a proactive mindset, I have developed preventive procedures to minimize the severity of outages, demonstrating my commitment to maintaining high service levels and customer success.

Working in fast-paced environments is where I thrive, and my ability to work autonomously, take initiative, and multitask has enabled me to consistently meet deadlines and exceed expectations. Additionally, I am well-versed in navigating a wide range of software and internal applications, including MS Office and ERP systems, and possess strong computer troubleshooting and networking skills.

Furthermore, I have demonstrated my dedication to providing exceptional service by willingly traveling throughout North America to deliver on-site client technical support. This experience has honed my professionalism and adaptability in diverse environments while ensuring the highest level of customer satisfaction.

In summary, I am a results-oriented Technical Support Specialist with a passion for delivering top-notch customer service, resolving technical challenges, and driving continuous improvement. With a positive attitude and a commitment to excellence, I am ready to contribute to the success of your team and provide unparalleled support to your valued customers.

IT Help Desk Support                                                                                                     May 2022 – Sep 2022 

AutoTrader, Toronto, ON                                                    

• Monitored and maintained the desktop computing environment, printers, software applications, and mobile devices to ensure optimal system performance and user satisfaction
• Investigated and resolved complex technical issues using expert knowledge of technical documents and a keen eye for detail
• Provided exceptional support to end-users via the Jira issue tracking system, quickly and efficiently resolving technical problems
• Streamlined the onboarding process for new employees by preparing their hardware and software requirements and providing deskside assistance as required
• Training new employees on technical processes and procedures contributed to team performance improvement

Second Level Support                                                                                              January 2021 – May 2021 

Canada Life Assurance Company, London, ON                                                       August 2021 – January 2022

• Identified and resolved complex system issues to ensure maximum efficiency and uptime
• Collaborated with cross-functional teams to improve and repair technology and maintain positive relationships
• Utilized the ServiceNow system to manage and resolve customer inquiries quickly and accurately
• Provided end-user and desktop support, performed deskside assistance, and scheduled moves, installations, cancellations, and MAC-related tasks
• Maintained asset management, network services, software systems engineering, applications development, and printer maintenance services interaction.
• Developed and documented process improvements, KAs, and SOPs to enhance the quality of desktop support service

Computer Systems Technology - Systems Analysis 

Courses completed: 
Introduction to Data Communications and Networking
Computer Math Fundamentals
Web Development
Object Oriented Programming 1 - JAVA
Object Oriented Programming 2 - JAVA
Web Programming
Data Network Design and Configuration - Routers and Switches
Linux/UNIX-Operating Systems
Fundamentals of Software Design and Development
Interactive User Interface Design
Computer and Network Security
Systems Development Methodologies
Database Design and Implementation
Systems Administration Linux/UNIX 
Enterprise Java Development
.Net Technologies using C#
Data Structures & Algorithm Development - C
Mobile Web-Based Application Development
Database Management
IT Project Management using PMP
Hybrid Mobile Application Development
Mobile iOS Application Development
Software Process Management
Advanced .Net Server-Side Technologies
Capstone Project Requirements & Design
Big Data Storage Management
Cloud Systems
IT Process Management
Advanced Mobile iOS App DevelopmentCourses completed: Introduction to Data Communications and Networking Computer Math Fundamentals Web Development Object Oriented Programming 1 - JAVA Object Oriented Programming 2 - JAVA Web Programming Data Network Design and Configuration - Routers and Switches Linux/UNIX-Operating Systems Fundamentals of Software Design and Development Interactive User Interface Design Computer and Network Security Systems Development Methodologies Database Design and Implementation Systems Administration Linux/UNIX Enterprise Java Development .Net Technologies using C# Data Structures & Algorithm Development - C Mobile Web-Based Application Development Database Management IT Project Management using PMP Hybrid Mobile Application Development Mobile iOS Application Development Software Process Management Advanced .Net Server-Side Technologies Capstone Project Requirements & Design Big Data Storage Management Cloud Systems IT Process Management Advanced Mobile iOS App Development