Selma Bartan, MCP

Turgutreis,Yali Mahallesi

4009 Sok. No. 7/1Cep. 05077610984

BodrumEv. 0252382 9042

Mugla,

Objective: To bring my knowledge and experience acquired over the years to an organization towards mutual growth.

Employment History:

English-Turkish Translator

StrawberryNET.com Oct 2013 to Present Online

  • Translating various cosmetic products descriptions for a company in HongKong, along with articles and ads for a cosmetic and fashion magazine.

English Instructor

Municipality of Akbuk Jan 2010 to Sept 2010

Akbuk - Turkey

  • Taught English to various age groups (children to retired adults) in courses organized by the municipal government as a service to towns people.

English InstructorJan 2009 to June 2009

Adnan Menderes University

Didim Campus, Akbuk-Turkey

  • Taught English to pre-intermediate level students in a university specializing in tourism, hotel management and culinary arts.
  • Supervised exams.
  • Prepared lessons and assignments along with periodical tests.

Support Specialist Level II May 2002 to October 2008

Public Safety Group, Xwave Solutions

  • Did full support for the CIIDS software, which is the CAD (Computer Aided Dispatch System) used by the RCMP(Royal Canadian Mounted Police) and other emergency public service operations such as various other police departments and fire departments.
  • Interacted daily with clients providing solutions/support for XWAVE designed software (some Unix-sco based some on Windows environment), used with an Oracle database, server, workstation and database issues that haven’t been resolved by the Central Help Desk, for the RCMP across Canada, which could be software, hardware, configuration or user account setting related issues.
  • Documented all service requests in the call logging system.
  • Assessed the severity of customer requests.
  • Troubleshot, replicate, and escalate, when needed, to resolve the problem.
  • Provided timely, reliable and professional service.
  • Performed maintenance/preventive duties such as running scripts to check status of various servers, processes and perform any necessary preventive measures as per those scripts’ outcome, such as cycling processes or bringing back up any that may be down, zipping log files and moving them to zip disks (if the process has failed to do this on its own) to ensure hard drive space is ok, ftp’ing, synchronizing server time with router time, switching servers/changing passwords on a regular basis and upgrading applications on workstations remotely.
  • Prepared CD’s for the rollout team.
  • Developed internal technical notes/procedures to help reduce duplication of support efforts.
  • Kept customers informed with status reports.
  • Kept management updated by keeping various weekly reports.
Helpline Analyst Jan 2001 to May 2002
Tier2 – Site Support & Team Lead for Sussex Site Support for 7 months
City of Ottawa (New City)
  • Administered the setup area and the site support team for a satellite location.
  • Resolved remaining 300+ support cases from the former City, ahead of set deadline.
  • Provided assistance/training to staff on problem resolutions.
  • Advised team members on use of operating system, utility programs and various applications.
  • Communicated technical problems to other team members or teams.
  • Prepared documentation and troubleshooting techniques for future reference.
  • Ensured employees adhere to corporate standard software.

Selma Bartan, MCP

Turgutreis,Yali Mahallesi

4009 Sok. No. 7/1Cep. 05077610984

BodrumEv. 0252382 9042

Mugla,

  • Upgraded hardware components to resolve problems on pc.
  • Installed and reconfigured software to eliminate problems.
  • Prepared images for various types of computers used within the organization.
  • Identified needed tools (software & hardware)
  • Recommended tools to achieve efficiency and performance for co-workers.
  • Assigned technical calls to appropriate Agents.
  • Monitored escalation process.

Tier 2 Support AnalystSept 1998 to Dec 2000

City of Ottawa (former)

  • Analyzed and diagnosed problems reported by users by phone and in person.
  • Provided accurate and creative solutions to user’s satisfaction
  • Determined whether problem could be resolved via telephone or site visit
  • Documented solutions, troubleshooting techniques and installation procedures.
  • Provided technical coaching and mentoring to Help Desk staff and Corporate Employees, on a one-on-one basis or in a classroom environment.
  • Resolved issues without requiring second level call back
  • Maintained high-level stats for promptly closing of high number of calls.
  • Designed documentation for use by 24-hr. call centre employees.
  • Converted large documents for clients with very little or no format-loss.
  • Provided an On-Call Service after hours, with the use of a cell phone and a laptop computer.
  • Identified analyzed and resolved desktop/laptop problems.
  • Researched and implemented solutions for software and hardware issues.
  • Supported and assisted other team members and clients.
  • Was involved in rollout of MS Office 2000 – using SMS and manual installations on 2000 – 3500 workstations.

Call Centre Coordinator, 1998-1998

DecisionOne Network Services

Technical support for networking hardware products.

  • Reported service calls in a Tracking system.
  • Determined coverage of caller – warranty, service contract or payment required.
  • Allocated the calls to the appropriate technician.
  • Dispatched qualified technician to site
  • Followed up calls to ensure customer satisfaction
  • Escalated reported calls, if necessary

Other Work Experience:

Part-Time Office Support, Century21 John DeVries Ltd 1997-1998

Administration Supervisor, Harry Rosen Ltd 1994-1996

Office Manager, Van Leeuwen’s Boomkamp1993-1994

Office Clerk,Cohen’s Office Furniture1991-1993

Assistant Manager, Majestic Electronics1990-1991

Office Manager, Body Shop Carling Motors Ltd.1988-1990

Assistant Manager, J. Michaels Ltd. 1983-1987

Language Teacher, Living Language Services of Ottawa1986-1988

(Designed and taught a Turkish course to Bell-Northern Technicians goingto Turkey)

Translator/Interpreter, 1979-2008

Did English-Turkish written and verbal translation and interpretation at provincial and federal levels of Canadian government and police organizations.

Sales Associate, E. R. Fisher Ltd. 1978-1983

English Teacher, Erdek Orta Okulu 1976-1978

Technical Profile:

Operating Systems
MS-DOS
Windows 3.11, 95, 98
Windows Vista & xp
Windows NT,200,ME,XP,
And Vista
Unix (Basic)
Other
(installation/configuration)
IBM Reflections
Tiny Term
Oracle 7 & 8
MAP-Municipal Appl.Partnership
Cognos -Impromptu/Powerplay
SNA Server
SAP (dev & prod)
SQL (Basic) / Utilities and Other Software
Support Magic
DevTrack
Norton Anti-Virus
Lotus Notes
GroupWise
MS Fax
Winfax
Symantec Fax
WinZip
Pkzip/Unzip
McAfee Viruscan
Kodak Eastman Workfolders
Adobe Acrobat
HTML (basic)
/ Applications
MS Office 97-2009
Corel Suite 7, 8, 9
Corel PrintHouse Magic
Simply Accounting
AccPac Plus
MS SMS
MS Exchange Admin
IBM WebSphere
Hardware2000
Troubleshooting
Installation
Configuration

Selma Bartan, MCP

Turgutreis,Yali Mahallesi

4009 Sok. No. 7/1Cep. 05077610984

BodrumEv. 0252382 9042

Mugla,

education:

TESL(Teaching English as a Second Language)certified 2008

TOEFL Preparation (Testing of English for Foreign Students) honours certificate 2008

A+ Certified by CompTIA

Help desk Support Specialist, Honours diploma 1998

WillisCollege of Business and Technology

MCP, Microsoft Certification in implementing and supporting Windows. 1998

Computerized Bookkeeping, Honours Certificate, Algonquin College 1997

Sociology, University of Ottawa. 1988

Train The Trainer – Seminar completed successfully. 1998

Languages: Fluent in English and Turkish, basic knowledge of French.

Security clearance:Enhanced secretlevel, RCMP (Canada).