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Nilan Kanax

London, United Kingdom

Objective

A highly motivated, genuinely flexible and exceptionally hard-working individual with a primary background working within consumer electronics retail. Adept in all facets of customer support, covering both technical and non-technical issues and adapting communicative approach to fit the requirements and technician ability of each individual, I build brand reputation through provision of patient and professional service. Priding myself in exceeding typical expectations, I enjoy professional challenges and am certain to become recognised as a valuable asset within any organisation that I join.

Work Experience

  • January 2015 - April 2015
  • I.T Support
  • G Adventures
  • I have just completed a 10-week contact at the G Adventures London office as a first line I.T Support specialist. Using my extensive Apple technical skills I was able to provide on site and off site (via telephone and remote connection) support to G Adventures worldwide client base. I was also able to gain value experience in:

    • Active Directory
    • Microsoft Exchange deployment and troubleshooting (including Outlook 2013/15, Office 2013)
    • Cisco Phone (using CUCM) and Switcher installation and troubleshooting
    • Cisco Conferencing Solutions (including Jabber softphone)
    • Casper management.
    • Providing classroom based technical training to G Adventures Sale force and management team.
  • May 2006 - March 2013
  • Genius
  • Apple Retail UK
  • Fulfilling a highly multifaceted role working for this world-leading consumer technology company, covering a range of duties from front-line customer support and sales through to internal training and new product launch support.

    • Lead Genius – Team Management of 2 technical teams.
    • Technical Support (Genius Bar): Providing direct support and guidance to customers on a walk-in basis as well as working on a dedicated support desk, handling a range of hardware and software issues.
    • Part of opening team at Covent Garden, 5th Avenue, Stratford Westfield and Pudong (China).
    • Internal Training: Initially informally, later taking on a trainer role working within various Apple stores, instructing staff on various operational and technical aspects relating to Apple devices.
    • Business Technical Support: Providing a service addressing customers with corporate technical needs, including multiple OS X Server, networking and Apple media based integration.
    • Product Launch Support: Assisting with the planning and coordinating of launch events, as well as producing audio-visual promotional material.
    • Staff Support: Assisting junior staff with performance and welfare issues.
    • Visual Merchandising: Creating attractive product displays.
    • Customer Training: Hosting themed workshops to develop specific consumer skills.


    Achievements

    • Recognised as a top Genius for three consecutive years.
    • Promoted to Lead Genius.
    • Established a dedicated business team within the store along with another employee, recognising a need to provide advice specifically for potential business customers.
    • Established a 'Sunday Training Session' workshop, instructing staff on all technical and operational aspects of Apple devices, increasing the branch skill-base and raising performance.
    • Audio-visual & graphic design, personally creating promotional and training materials for internal use, also producing video for product launch support, receiving a personal e-mail from the CEO.
    • Offered a full-time role as a customer trainer following completion of relevant training (attain the highest results seen within the company), but ultimately declined the role to focus on I.T Support based roles.

Education

  • January 1999 - September 2003
  • London Gulidhall University
  • High School Not Completed, Visual & Performing Arts
  • ➢ BSc Multimedia System (2:1)
    ➢ HND Computer Science (1:1)

Personal Information

Experience Level:
2 - 5 years
Work Authorization:
United Kingdom, Canada
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