CONTACT INFORMATION:
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WORK EXPERIENCE
2008 July - Present
Intermediate Support Representative / IBM Canada Ltd., Toronto, Canada
> Deal directly with US customers via inbound communication
> Help clients resolve issues and answer questions about PC technical problems
> Provide remote assistance about Outlook e-mail accounts
> Report and document calls using ticketing tools
2007 May - October
Bilingual Technical Support Representative (Gr/Eng) / OTE S.A., Greece
> Identify and resolve technical problems over the phone
> Answer requests or inquiries concerning services, products and equipment
> Retrieve and update customer's database record in a timely fashion
> Provide telephone support to remote users about dial-up and adsl connections
2006 April - November
IT & Network Engineer / OTE S.A., Dept. of Management Information Systems Greece, 6-month Internship
> Collect and analyze telecommunication data and statistics, concerning performance indicators and network traffic workload information
> Create, prepare and distribute monthly reports on the performance
> Hardware and software technical support, regarding installation, configuration and maintenance
> Troubleshoot technical problems related to PCs, software, peripherals, and computer network issues
> Disseminate technical information to peers
2004 October - 2007 April
IT Systems Support Technician / Standardization Honey Company "Dina's Honey" Greece, On call services
> Software installation and maintenance, configuration and troubleshooting of PCs, peripherals and software
> Providing personnel training & advice on technological issues
EDUCATION
2008 March BSc, Technological Educational Institute of Crete, Greece
Department of Applied Informatics and Multimedia
> Thesis Supervisor: Bitsaki M., University of Crete
> Thesis Title: Pricing Schemes for Mobile Services supported by Third Generation Cellular Networks (UMTS)
Assessed by International Credential Assessment Services of Canada (ICAS) as equivalent to a Bachelor's degree in a similar field awarded by a recognized University in Ontario
TECHNICAL SKILLS
> Operating Systems:
MS-DOS, Windows-98/2000/XP/Vista, Citrix Metaframe Access Suite
> Programming Languages:
Assembly, C++, Matlab, Visual Basic, Java, Html
> Networks Knowledge: Network hardware architecture (topologies, LANs, WANs, MANs), network software architecture (layers and protocols, OSI/TCP, Internet standards), network design, implementation and performance, 3G cellular systems, UMTS technologies, architecture and protocols
> Packages / Tools: ICS Telecoms (Cellular networks design tool), Comnet III, GIS Arc7, Pspice (digital circuit design), Microsoft Visio, IBM Lotus Notes, IBM Lotus Instant Messaging (Sametime), Adobe Acrobat Professional, Active Directory, Adobe Photoshop, Image Pro Plus 4.5, Macromedia Director, MS-Office, Outlook
LANGUAGES
> English:First Certificate in English, University of Cambridge, August '97 (Fluent)
> German: Zentrale Mittelstufenprüfung, Goethe Institut, August '97 (Basic)
> Greek: Mother tongue
ACADEMIC PROJECTS
> Wireless Communications: Third Generation Cellular Systems, 2007
> Data Networks: Computer Network Planning for Companies, 2006
> Mobile Communications: Planning a GSM mobile network, using ICS Telecoms, 2006
> Digital Image Processing: Designed an algorithm to trace the boundary of an object in a digital image, using Matlab and Image Pro, 2005
> Computer Networks: Computer Network Planning using Comnet III, 2005
> Geographic Information Systems: GIS Applications in wireless networks, 2004
FIELDS OF INTEREST
Wireless networks, Mobile Communications, Mobility Management, 3G Systems, Network Pricing – Economics, Efficient bandwidth allocation
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