Dean Daniel has over 10 years of experience providing computer and telecommunications services as a PC technician, customer service representative, and technical support specialist. He has skills in software and hardware support, network connectivity, PC repair, maintenance, and testing for various operating systems. Dean Daniel also has experience in inside sales, attracting residential customers and maintaining good customer relationships. He is proficient in Microsoft Office, Kingsoft Office, and 360 Internet Security software.

1. D E A N D A N I E L
■ 180 Chalkfarm Drive, Suite # 1203A, Toronto, ON M3L 2H8
■ Tel: (647) 857-3326 ■ Email: poeticmindinc@gmail.com
P C T E C H N I C I A N / C U S T O M E R S E R V I C E / T E C H N I C A L S U P P O R T
C O R E C O M P E T E N C I E S
Software & Hardware support
Network Connectivity
PC Repair
Maintenance & Software testing
XP, Vista/7, Windows NT
Windows 2000, Millennium Edition
Lotus Suite 2000 /
360 Internet Security
Piriform Defraggler & CCleaner
Office 2007, Kingsoft 2015
LAN, WWAN, WAN
Cisco Routers, Switches (L2, L3)
P R O F E S S I O N A L S K I L L S
PC Technician
• Tech support for Samsung/Android devices
• Assist customers with service/repair issues, discusses product with customers to determine product problems and
service requirements
• Answers questions regarding product installation and operation
• Correctly and fully completes repair tags for all product lines, verifies proper paperwork (receipt, PSP), and
documents items included with unit. Offers estimate of work to be done if applicable.
• Contacts customers regarding status of repair; solicits additional information if needed, and provides work
estimates.
• Contacts customers when item is repaired and/or received from Service Center.
• Educates customer to prevent similar problems (RTC), if applicable
• Proficient MS OFFICE, Kingsoft Office (PC/ANDROID) and 360 Internet Security.
Inside Sales
• Attract residential customers to purchase Bell TV, Bell Hi Speed Internet, and Bell Home Phone services.
• Follow existing internal sources of sales leads.
• Document and submit sales orders on a timely basis.
• Maintain and develop good relationship with customers through personal contact or meetings or via telephone etc.
• Must act as a bridge between the company and its current market and future markets.
• Display efficiency in gathering market and customer information to enable negotiations regarding variations in
prices, delivery and customer specifications to their managers.
• Help management in forthcoming products and discuss on special promotions.
• Over 10 years of experience in providing excellent
computer and telecommunication services
• Highly analytical thinking with demonstrated talent for
identifying, scrutinizing, improving, and streamlining
complex work processes.
• Computer-literate performer with extensive software
proficiency covering wide variety of applications.
• Flexible team player who thrives in environments
requiring ability to effectively prioritize and juggle
multiple concurrent projects.
• Proven relationship-builder with unsurpassed
interpersonal skills.
• Goal-driven leader who maintains a productive climate
and confidently motivates, mobilizes, and coaches
employees to meet high performance standards.
• Personable professional whose strengths include cultural
sensitivity and an ability to build rapport with a diverse
workforce in multicultural settings.
• Results-driven achiever with exemplary planning and
organizational skills, along with a high degree of detail
orientation.
• Innovative problem-solver who can generate workable
solutions and resolve complaints.
• Resourceful team player who excels at building trusting
relationships with customers and colleagues.

2. Dean Daniel Page -2- (647) 857-3326
P R O F E S S I O N A L S K I L L S ( C o n t i n u e d )
Technical Support Specialist
• Demonstrates the advanced troubleshooting & problem solving skills necessary to resolve clientele/customer
issues, concerns, promotions and general inquiries. Follows up on callbacks, providing a promoter level
experience. Ease of use towards administrative, departmental tools and online resources. Use of trouble ticketing
system for keeping track of impending issue(s) in the process of being de-escalated and or fully resolved.
• Customer Service - Provide exceptional service and support to customers. Ability to explain complex Technical
concepts in simple terms. Listens and responds appropriately in all customer interactions by displaying a positive
attitude and tone throughout the interaction. Use common courtesy and discretion to achieve customer loyalty.
Empathize with and acknowledges customer concerns to create trust.
• Customer Loyalty & Growth - Review all customer account information while on calls to identify and match
customer's need with the appropriate product and / or service (e.g., upgrades, adding a line).
Offers and educates on the benefits of products and services and explains how the recommendations will add
value to the customers’ wireless experience.
• Customer Solutions - Uses negotiation and problem solving skills to resolve customer concerns. Identify and
assess customer needs based on interactions. Troubleshoot and communicate technical answers clearly and
concisely
Demonstrates the advanced troubleshooting skills necessary to resolve the full scope of customer issues including
both technical and customer service inquiries. Utilize Tier 1 and Tier 2 troubleshooting guides on all calls that
require device assistance. Troubleshoot hardware and software issues and identify network/applications issues.
Provide detailed information on how to set up/configure data and voice products. Verify provisioning and
diagnose device or network issues. Troubleshoot PC Operating systems, specifically Device Manager and TCP/IP
configuration.
• People and Teamwork - Demonstrates personal commitment to company’s code of conduct. Adheres to
attendance guidelines. Demonstrates personal commitment to work effectively as a valuable member of the
department’s team. Flexible and willing to help work on department initiatives as needed.
W O R K H I S T O R Y
PC Technician Self-Employed, Toronto, ON 2006 - Present
Member Service Rep. / Technical Support AOL-Technion Communications Corp., Toronto, ON 2005 - 2006
Inside Sales/Technical Support BELL Canada – Teleperformance Canada, Toronto, ON 2004 - 2005
E D U C A T I O N
A+ Certification DeVry Institute of Technology, Toronto, ON 1993
R E F E R E N C E S A V A I L A B L E U P O N R E Q U E S T