Ghadi Al-Darwich Email & Phone Number

Ottawa, Ontario, Canada

Canada

Assisting with challenging and difficult client interactionsActively seeking new sales opps with existing customersImplement improved customer care procedures to increase customer experience and satisfactionStreamlining the team's customer handling processes and efficiency

Montreal, Quebec, Canada

Onboard new customers after implementation & own the customer experienceDevelop expert-level product knowledge of the platform.Build trusting and lasting relationships with different customer stakeholders.Minimize revenue & logo churn while creating & identifying opportunities to upsell & cross-sell.Increase effectiveness best practices.Create and iterate joint strategic action plans with clients.Proactively and continually evaluate client health and adoption status.Develop and execute protocol, playbooks, and calls to action.Host client business reviews to evaluate accomplishments.Prepare content and presentations to communicate with customers.Communicate with internal teams including Implementation, Sales, Product Engineering etc.Assist transfer of our clients’ workflow and data to our platform.Host webinars, training, and ongoing support tutorials.

Montreal, Canada Area

• Provide technical support to existing Company customers and partners in North America.• Participating in the delivery of technical documentation, online sessions and videos. • Providing professional services to Company customers in order to implement the Powell Software solutions.• Delivery of pre-sales activities to demo the Powell Software’s solutions value proposition• Delivery and creation of technical documentation and articles revolving around best practices, common bugs and updates• Design and deployment of intranet portals• On-boarding and training of partners and new hires

Montreal, Canada Area

• Suggested and implemented latest technologies and software solutions.• Analyzed and resolved technical issues relating to system architecture.• Kept customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner.• Maintained an updated knowledge of company products and services to better provide customer support and service solutions.• Assisted customers with different types of migrations including cutover, hybrid, and IMAP migrations• Good understanding of on-prem Exchange servers and on-prem AD servers• Good understanding of domain management and cloud utilization• The ability to deploy an Office 365 Phone system, Sharepoint sites, Exchange online mailboxes, email/site encryption & group policies• Side projects include personalized mentoring sessions with less senior agents to improve customer satisfaction and issue resolution• Powershell scripting experience, enough to create customized scripts for EXO, SPO and AAD• Workforce Management Analyst (backup) – creating reports in order to study patterns to improve VTF percentage as well as monitoring the tools and partner relationships for the program.

Montreal, Qc

Apple Campaign - Technical Support Specialist • Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty.• Performed troubleshooting techniques over the phone.• Established patterns to reoccurring issues and provide input to development teams• Gathered customer and technology information to determine technical support level; elevate calls to appropriate support levels as necessary• Kept customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner.• Maintained an updated knowledge of company products and services to better provide customer support and service solutions. Work Force Management – Mission Control Analyst • Used workforce tracking tools to maintain information on employee activity and status• Provided information needed to evaluate requests for schedule alterations or exceptions, as well as to analyze accuracy of forecast workloads, staffing requirements and staff scheduled.• Made recommendations and helped set priorities when planning and scheduling off phone activities• Managed real-time and intra-day activities to help facilitate operational and client goals were met.• Managed, tracked and reported agent adherence to policy and absenteeism.• Monitored staff phone auxiliary changes (break, lunch, etc.) using IEx • Worked closely with management to offer overtime or surplus (approved time off) based on service level projections.

Montreal,Qc,Canada

SLED Division, Texas K-12/ Higher Education• Responsible for building a book of business (up to 100 institutions) through utilization of proven sales method to prospect and identify new clients in the world of Technology. • Efficiently communicated PCM’s value proposition to key decision makers within the client organization. • Developed, maintained and leveraged strong relationships with partners and distributors including Apple, Microsoft, Cisco, HP and Dell. Learned a great deal about supply chain management and distribution models. • Managed my time effectively to achieve daily sales goals and metrics by planning daily/weekly activities proficiently. • Prepared quotes, planned projects and registered deals for large volume orders• Involved myself with trainings with partners such as Dell, VMware, Microsoft etc. and acquired certifications. • Successfully closed high margin technology deals

Bachelor’S Degree, Bachelor'S Of Commerce, Business Technology Managment

High School, B+

High School Diploma, O-level IGCSE certification and A/AS Level GCSE certifications in Math, Physics, Economics, English, Biology.