Hamze Abdi Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

-Responded to all clients through Microsoft teams, outlook, and phone.-Identify, troubleshoot, and resolve hardware and software problems-Used various tools such as iterian remote access, office 365, and active directory.-Actively identify and analyze help desk trends by capturing historical information through a Problem-Ticketing system such as ServiceNow to resolve ongoing problem

Toronto, Canada Area

-Provided customer support through various social media platforms, using tools like Zendesk, Atlassian, JIRA, Confluence, and Shopify to manage inquiries efficiently.-Assisted with user management tasks, including adding and deleting users from Active Directory and Microsoft Exchange, ensuring secure access control.-Managed the OKTA environment, including single sign-on (SSO) and browser integrations, to enhance security and authentication processes.-Developed knowledge-based articles and documentation to assist customers with secure device installation and configuration.-Diligently reported and tracked security anomalies and deviations, proactively developing corrective actions and solutions to minimize cybersecurity risks, reduce vulnerabilities in processes, resulting in an 93% increase in customer satisfaction.

Toronto, Canada Area

-Answering phone calls and assisted customers with initial inquiries-Establishing trusting relationships with customers through patience, empathy and strong communication skills -Collected customer feedback and made process’s to exceed customer satisfaction goals-Built customer loyalty by placing follow up calls for customers who reported product issues-facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.-Installing windows on various computer within the office.

Computer Programming

Certification, Web Development

Bachelor Of Arts - Ba, Information Technology