Overview
Work History
Education
Skills
Websites
Timeline
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Raha Radafshar

Senior Technical Support Analysis
Vancouver

Overview

9
9
years of professional experience
2
2
Languages

Work History

Technical Support Specialist

Avigilon Alta Video at Motorola Solutions
05.2023 - 06.2025
  • Managed incoming support inquiries via various channels such as calls, chats, WhatsApp, SMS, and the Partner Portal/Support Community.
  • Initiated outbound calls to customers and addressed support requests through email correspondence.
  • Accurately documented step-by-step troubleshooting procedures performed during support interactions using the Support CRM platform.
  • Promptly escalate unresolved issues to appropriate channels after consulting with team members.
  • Contributed to the ongoing development of a Knowledge Centered Services (KCS) environment by creating new knowledge base (KB) articles as needed, updated existing articles, and associating them with relevant support cases for client reference. Currently a KCS coach.
  • Engaged in internal training sessions alongside Senior Support/Escalations and Development teams, utilizing demo labs and beta environments for testing purposes.
  • Assisted in the implementation of advanced video analytics features, guiding users through setup and configuration processes to enhance system capabilities.
  • Provided technical support for clients by diagnosing and resolving issues related to video surveillance systems, ensuring optimal functionality and customer satisfaction.
  • Conducted training sessions for end-users on software applications and hardware components, improving user proficiency and reducing support requests.

Computer And Mobile Device Technician

Burnaby Tech Solution
01.2020 - 11.2022
  • Configuring computers and other devices across company networks.
  • Testing connections and operating systems on individual devices to ensure that computers function well independently and as part of a larger network.
  • Uninstalling outdated programs on computers and replacing them with fully protected programs that offer similar or improved functionality.
  • Updating computer software programs as updates become available.
  • Diagnosed and repaired a variety of technical issues in hardware and software, ensuring optimal performance and minimal downtime.
  • Conducted routine maintenance on equipment, resulting in increased reliability and reduced service interruptions.
  • Provided technical support to end-users, resolving inquiries through effective troubleshooting techniques and clear communication.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.

Field Sales Specialist/Key Holder

Bell Mobility Canada
01.2016 - 01.2020
  • Appropriately promote merchandise displayed and asked about.
  • Responsible for closing sales and meeting quotas.
  • Managed high-volume inbound calls, providing prompt and accurate responses to customer inquiries, ensuring satisfaction and resolution of issues.
  • Utilized CRM software to document customer interactions, track issues, and follow up on unresolved inquiries, enhancing communication efficiency.
  • Consulted store employees and customers in conjunction with their needs.
  • Developed and maintained strong relationships with clients to identify their needs and deliver tailored solutions that enhanced customer satisfaction.
  • Conducted comprehensive product presentations and demonstrations, effectively showcasing features and benefits to drive sales growth.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.

Education

Bachelors - Computer Hardware Engineering

Islamic Azad University
03.2012 - 03.2016

Certification - CompTIA A+/Network+ Bootcamp

Tehran Technical Institute
Tehran, Iran
02.2017 - 12.2017

Certificate of Technical Studies - MCSA Training Bootcamp

Tehran Technical Institute
Tehran, Iran
04.2001 -

Skills

Microsoft Office

Linux

Virtualization

Active Directory

Technical Support

Effective Verbal and Written Communication

Windows Server 2012

IP Networking

Routers, Firewalls and Wireless Technologies

RTP, TCP/IP, UDP

TeamViewer

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Timeline

Technical Support Specialist

Avigilon Alta Video at Motorola Solutions
05.2023 - 06.2025

Computer And Mobile Device Technician

Burnaby Tech Solution
01.2020 - 11.2022

Certification - CompTIA A+/Network+ Bootcamp

Tehran Technical Institute
02.2017 - 12.2017

Field Sales Specialist/Key Holder

Bell Mobility Canada
01.2016 - 01.2020

Bachelors - Computer Hardware Engineering

Islamic Azad University
03.2012 - 03.2016

Certificate of Technical Studies - MCSA Training Bootcamp

Tehran Technical Institute
04.2001 -

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Raha RadafsharSenior Technical Support Analysis