Roy Abraham

• Technically-minded and results-oriented with proven success at satisfying internal and external clients in support of business objectives.
• Demonstrates adaptability in rapidly changing environments.
• Outstanding customer-service and communication skills.
• Adept at continuously updating existing skills and learning new ones.

Roy Abraham’s Specialties:

• Hardware: Dell and HP PCs, laptops and printers.

• DOS, Windows 3/95/98/NT/2000/XP/Server 2003, Ubuntu Linux, Mac OS.

• TCP/IP, Active Directory, Exchange Server, Symantec Backup Exec, Avaya Site Administration, Systems Management Server, McAffee ePolicy Orchestrator, Remedy, Heat, Remote Desktop/NetMeeting, IE/Firefox/Opera/Chrome, Microsoft Office Suite. Visio, Dreamweaver, Sharepoint, VirtualPC, BlackBerry.

• Customer service, networking, communication, marketing and sales skills.

Roy Abraham’s Experience

On-Site Support Technician

Quartet Service Corporation

(Privately Held; Information Technology and Services industry)

January 2009 — December 2009 (1 year )

• Resolving second level desktop support tickets onsite at various client sites involving mainly Microsoft Windows 2000, XP, Vista, Mac OS and Microsoft Office suite 2000 to 2007.

• Installation and moving Nortel Meridian phones.

• Troubleshooting basic Windows Server and networking issues and working with 3rd level support to resolve advanced issues.

• Support for BlackBerry Internet Service and Blackberry Enterprise Server.
Volunteer Co-ordinator

CouchSurfing.com

(Non-Profit Organization Management industry)

December 2006 — December 2009 (3 years 1 month)

Until mid-2007, I was responsible for CouchSurfing's volunteer activities and co-ordination in the Czech Republic ("Czech Republic Country Ambassador"). Activities included orientating new members, writing press releases, collaborating on policies, organising member gatherings, managing events, moderating groups and updating the CouchSurfing wiki.

Currently, I am responsible for CouchSurfing's volunteer activities in Toronto ("Toronto City Ambassador"). I also lend support to editing news articles, collaborating on policies, organising member gatherings, moderating groups and updating the CouchSurfing wiki.
Software Trainer & Technical Account Manager

Kyozou Inc

(Privately Held; Internet industry)

August 2007 — December 2008 (1 year 5 months)

• Provided technical account management, support and business development management to assigned clients.
• Identified, reproduced, and resolved technical issues as they related to the technology.
• Developed training material on the use of new technology product and services.
• Conducted technical training for client users.
• Project managed and coordinated the internal Wiki and client announcement page.
• Email and website setup for assigned clients.
• eBay Live! Chicago 2008 exhibitor
EFL Teacher (part-time)

Ulrych Language Studios

(Professional Training & Coaching industry)

September 2006 — July 2007 (11 months)

• Taught students ranging from beginners to advanced with an emphasis on Business English.
Global Support Desk Analyst

Deloitte & Touche Tax Technologies

(Privately Held; 10,001 or more employees; Computer Software industry)

September 2006 — July 2007 (11 months)

• Logged, documented, reported and resolved 1st Line support calls on the busy 24/7 helpdesk.
• Assisted in producing and proof-reading technical documentation
• Proactively collaborated with 2nd Line support.
Senior Desktop Support Analyst

Blue Square

(Privately Held; 51-200 employees; Gambling & Casinos industry)

October 2004 — July 2006 (1 year 10 months)

• Logged and resolved 1st & 2nd Line support calls.
• Network cable patching and troubleshooting TCP/IP issues.
• Responsible for installing and troubleshooting all software on office PCs.
• Supported remote users by use of Remote Desktop/NetMeeting.
• General support for desk phones (Avaya Site Administration).
• Administered Active Directory Users & Computers.
• Administered MS SMS Server.
• Administered McAfee ePolicy Orchestrator.
• Testing the gaming services for performance issues. Reported gaming software and website
bugs to 3rd parties.
• Maintained and upgraded PCs and laptops. This involved all replacements/upgrades of
hardware such as hard-drives, memory and monitors.
• Maintained and repaired minor faults on all printers.
• Performed tape backups using Symantec Backup Exec.
Corporate Account Manager

First Mobile Corporate/Vodafone

(Telecommunications industry)

October 2003 — September 2004 (1 year )

• Lead generation
• New business outbound sales to SME, proposals and sales meetings.
• First point of contact for clients and relationship building.
Technical Sales & Marketing Executive

Time Disciple Ltd

(Privately Held; 11-50 employees; Computer Software industry)

July 2002 — October 2003 (1 year 4 months)

• Created Powerpoint presentations and technical sales proposals.
• Managed content for the website.
• SEO/SCM activities, including Google AdWords purchasing.
• Technical writing for marketing material, user manuals and help files.
Service Desk Agent

Hewlett-Packard

(Public Company; 10,001 or more employees; HPQ; Information Technology and Services industry)

December 2001 — June 2002 (7 months)

• Logged and resolved Level 1 IT support calls.
• After-hours remote client support via PC Anywhere.
Helpdesk Consultant

Computer Sciences Corporation

(Public Company; 10,001 or more employees; CSC; Information Technology and Services industry)

November 2000 — November 2001 (1 year 1 month)

• Logged and resolved Level 1 IT support calls.

Roy Abraham’s Education

St Johns Ambulance Saint-Jean

First Aid , 2009 — 2009

Cardiopulmonary Resuscitation (CPR)
Emergency (basic) Level First Aid
Standard Level First Aid
Medical First Responder
Automated External Defibrillation
CompTIA certification

A+ ,
Microsoft Certified Professional

MCP 70-210, MCP 70-272 ,
University of Auckland

Double degree - Bachelor of Commerce & IT , - Operations Management, Informations Systems, Marketing

Activities and Societies:

Toastmasters, MENSA, Student Representative Committee
eBay Certified Provider Program

eBay Certified Consultant ,