Farinaz Farshadi
About Farinaz Farshadi
Farinaz Farshadi is a Technical Support Specialist in Managed Services at Poly, where she has worked since 2017. With a background in desktop engineering and technical support, she has extensive experience in problem-solving and customer service.
Work at Poly
Currently, Farinaz Farshadi serves as a Technical Support Specialist in Managed Services at Poly, a position she has held since 2017. In this role, she provides Tier 2 Network Operations Center (NOC) support for over 60 managed service customers, ensuring adherence to service level agreements. Farinaz acts as the escalation point for Tier 2 and Tier 3 issues, showcasing her advanced problem-solving skills. She documents detailed descriptions of reported problems and resolutions in Poly's incident trouble ticketing systems, contributing to knowledge management and process improvement. Her proactive monitoring of infrastructure, endpoints, and networks plays a critical role in maintaining high-quality service delivery.
Previous Experience in Technical Support
Before joining Poly, Farinaz Farshadi accumulated extensive experience in technical support roles. She worked at Philips Healthcare as a Desktop Engineer from 2012 to 2016, where she contributed for four years in Andover, Massachusetts. Prior to that, she served as a Desktop Engineer Lead at GMO LLC for five months in 2011. Additionally, she was a Technical Support Consultant at Peak Systems, Inc. from 2008 to 2016, spending eight years in that capacity. This diverse background has equipped her with a solid foundation in technical support and managed services.
Education and Expertise
Farinaz Farshadi holds a Bachelor of Science degree in Computer Science from Concordia University, where she studied from 1993 to 1997. Her educational background provides her with a strong technical foundation that supports her current role in managed services. The combination of her formal education and extensive hands-on experience in technical support roles has allowed her to develop a comprehensive skill set in problem-solving and customer service.
Technical Skills and Responsibilities
In her role as a Technical Support Specialist, Farinaz Farshadi demonstrates a range of technical skills essential for effective service delivery. She proactively monitors customer infrastructure, endpoints, and networks to ensure compliance with service level agreements. Farinaz effectively communicates with a diverse range of stakeholders, including customers, vendors, remote technicians, and engineers, during the troubleshooting process. Her responsibilities also include documenting incidents and resolutions, which aids in knowledge management and process improvement within the organization.