Владислав

VLADISLAV (VLAD) ZEMLIAKOV
[відкрити контакти](див. вище в блоці «контактна інформація») | 3437778943 | Ottawa, ON

Customer Support and Technical Service Specialist
PROFESSIONAL PROFILE
Customer Support and Technical Service Specialist with over 7 years of experience helping people solve technical problems with printers, computers, and other equipment. Skilled in finding and fixing hardware, software, and connection issues both on-site and remotely. Patient and friendly when helping customers, able to explain technical steps in a simple and clear way. Strong problem-solving skills and good attention to detail. Certified in CompTIA A+ and CompTIA Network+, with good knowledge of hardware and networking. Reliable, hardworking, and always ready to learn new skills and provide excellent service. Authorized to work in Canada, have a valid driver’s license, and ready to provide on-site service within the Ottawa/Gatineau region.
KEY SKILLS
Technical and IT proficiency
• Printer and copier troubleshooting (MFP, laser)
• Printer software integration
• Driver installation
• Hardware maintenance and servicing
• Computer and equipment setup
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Technical support and diagnostics
• Windows Operating systems
• Software installation and configuration (Office 365)
• CompTIA A+ and Network+ certified
• Use of diagnostic tools, service aids, and product documentation
Customer support
• Exceptional customer service
• Communication skills
• Active listening to diagnose problems over the phone
• Ability to explain technical issues in simple instructions
• Patience and rapport building (including difficult situations)
• Conflict resolution and empathy in customer support
• Remote troubleshooting and guided assistance
• Team collaboration with remote and on-site staff
Organizational skills
• Advanced troubleshooting
• Prioritization and critical thinking
• Time management and route planning
• Documentation and reporting
• Record accuracy
• Quick to learn new equipment
• Ability to work independently at client sites
• Professional attitude under pressure
• Attention to detail
• Quality assurance
• Multitasking and task prioritization
• Budgeting and resource planning
• Initiative and cost-saving mindset
RELEVANT EXPERIENCE
System Administration Technician March 2019 – September 2022
Private Enterprise Mist, Ukraine
Provided remote and on-site support for printers and multifunction devices, helping customers set up software, install drivers, and fix connection problems. Guided clients step by step over the phone or in person to make sure their printers worked correctly. Performed regular diagnostics, repairs, and maintenance to keep printers and other devices in good working condition. Explained technical problems to non-technical users in a simple and clear way. Gave advice on how to improve printer and cartridge performance to ensure smooth operation.
Key Accomplishment
• Took initiative to test a faulty toner batch across all cartridge types used by the company, prepared a detailed report, which helped the company prove the defect to the vendor and receive a full refund.

Printer and Cartridge Repair TechnicianOctober 2015 – February 2019
Delfa Print LLC, Ukraine
Diagnosed, documented, and fixed customer-reported problems with printers and system settings. Processed customer orders quickly and accurately while keeping high efficiency and quality standards. Recorded common technical issues and their solutions to help other team members learn and solve problems faster. Performed complex printer and cartridge repairs, restoring full functionality and ensuring smooth printer software integration for clients.
Key Accomplishments
• Learned all technical skills on the job, starting as a courier delivering refilled cartridges and gradually advancing to cartridge refilling, printer repair, and servicing of scanners and multifunction devices.
• Earned yearly promotions by showing strong dedication, fast learning, and genuine interest in the work.
• Successfully managed all parts of the service process independently for over six months – from answering client calls and ordering parts to providing on-site technical support and troubleshooting printers, scanners, and multifunction devices issues.
OTHER EXPERIENCE
Warehouse WorkerNovember 2022 - current
Amazon Warehouse, Ottawa, ON
Handled daily packaging and order fulfillment tasks, keeping a high level of speed, accuracy, and quality. Collaborated closely with managers and team leads to report and help solve equipment and process issues. Diagnosed and resolved minor hardware and connectivity issues on warehouse workstations and label printers to avoid delays. Kept records of problems and repairs to help improve processes and reduce repeated issues.
Key Accomplishments
• Reduced equipment downtime by independently diagnosing and repairing common malfunctions on scanners, label printers, and packing machines when technical support was unavailable.
• Improved workflow efficiency by documenting recurring technical issues and sharing practical repair solutions with team leads, contributing to faster problem resolution across shifts.
PROFESSIONAL COURSES
CompTIA A+ 2025
(Mobile devices, networking, hardware, visualisation and cloud computing, hardware and network troubleshooting, operating systems, security, software troubleshooting, operational procedures –
over 120 hours of study)
CompTIA Network+ 2025
(Network concepts, including OSI model layers, appliances, cloud concepts, ports and protocols,
traffic types, transmission, transceivers and connectors, etc.; network implementation, network operations, security and troubleshooting – over 80 hours of study)
EDUCATION
Diploma in Tailoring and Cutting, Level 4 09/2011 – 02/ 2015
Professional Higher Vocational School №55, Dnipro, Ukraine
LANGUAGES
English – Intermediate
Ukrainian – Native
Russian – Fluent
OTHER
Valid Class 5 Driver’s Licence
Clean driving history