Hamza Rashad Email & Phone Number

Toronto, Ontario, Canada

Missisauga

• Successfully lead teams of 4 – 22 unionized employees responsible for 3/5 Field Services AIP results.• Developed reporting and training tools to allow individuals to meet SLA and KPI targets.• Designed multiple forecasting models for large hiring, training and force to load mix initiatives.• Served as training prime for multiple GLP and New Hire managers leading successful teams today.• Analyzed and created winning strategies for improvements to meet different yearly KPI targets.• Participated in the hiring (6), developing (4) and promoting (2) of employees through mentorship.• Facilitated collaboration between internal and external stakeholders for project and process delivery.

Toronto, Canada Area

- Responsible for advanced data analytics to identify business trends and solve complex business problems. - Interpreted data and analyzed results to make better business decisions and identify opportunities- Well versed and experienced with using data manipulation applications such as SAS, SQL, Excel, Power Query and PowerPoint.

Mississauga, Ontario, Canada

• Actively monitored and optimized cable technician work-load based on priority matrix using Click software• Identified and resolved potential installation “road-blocks” to exceed customer expectations• Coordinated and followed up with customers for their installation request and validate order information• Handled highly escalated cases and work with internal and external stakeholders to solve customer requests• Provided first level support to technicians and field managers on an in-bound queue thru Avaya IP phone• Isolated and reported process flow loopholes to clear up false or incorrect tickets in daily queue

Toronto, Canada Area

• Recommended & assisted with implementation of Salesforce CRM tool to simplify and enhance the agent-customer experience.• Provided our client with a thorough analysis on their company, industry, existing business processes, and current IT infrastructure.• Applied IS models and frameworks to analyze and integrate business functions, processes, and technologies and communicate solutions concisely.• Identified issues with our client’s current lead distribution process from lack of automation which results in an inefficient assignment of leads.• Provided a process redesign and thoroughly analyzed the effect the change would have on the organization.• Thoroughly researched potential vendors for current industry IT solutions to facilitate customer data and interactions.• Prepared RFIs, RFQs and RFPs while ensuring that they captured stakeholder requirements and concepts

Toronto, Canada Area

• Installing, maintaining, and troubleshooting copper-based telecommunications equipment, products and services for business and residential customers• Knowledge of HPNA, LAN, WAN and different DSL Technologies such as ADSL, ADSL 2+, VDSL 2, and SLAM types used for Bell Internet and their troubleshooting • Knowledge of telecom technologies and outside plant installation and maintenance• Knowledge of FTTN, FTTH, USOC and different Bell products such as Fibe TV• Experience in providing Telecommunication Field Provisioning and Field Assurance• Promoting sales on Home Phone, Internet and TV bundles to existing and new customers.• Acting as an ambassador by professionally representing the Bell brand

Toronto, Canada Area

•Greet customers in professional and courteous manner•Suggest up sell and cross sell items to customers based on needs•Lead teams of 3 in executing aisle maintenance, changeovers and designs.•Place special order stock requests to head office.•Performing general maintenance such as facing, filling, pricing and locating.•Build rapport with customers and provide them with genuine guidance and support•Train new sales staff as needed

Toronto, Canada Area

•Assist with the migration from Waterfall to Agile methodologies within team and organization•Designing Storyboards for Underwriting Software•Preparing UML Flowcharts and Statecharts through use of Visio•Design and Update Team Foundation Server project homepage•Design an interactive Excel Spreadsheet for tracking, updating and maintaining Team Foundation Server Work items through use of Macros, Pivot Tables, Formulas and Slicers.•Optimizing Team Foundation Server backlog to allow for better Managerial Analysis.•Monitor, Track and Maintain work item backlogs in Team Foundation Server team wide.•Participate and contribute in Bi-Weekly Team meetings to provide insight.

1St Canadian Place, Toronto Ontario

•Worked in the Investment Advisory division•Maintaining contact with client base through biweekly e-newsletters.•Providing insights into securities and stock markets.•Updating client information database•Administrative duties

Bachelor Of Commerce (Bcom), Business Technology Management

Activities and Societies: Deans ListGraduating from this program helped me learn the ways in which to bridge the gap between the business.

High School Diploma, Business Administration And Management, General