Hassan Muhammad, Csm Email & Phone Number

Toronto, Ontario, Ca

Toronto, Ontario, Ca

Identified and Access operations to monitor, analyze, review and remediate access to CIBC’s technology and resolved complex identity.Created excel reports for campaigns for all accounts in CIBC that are pending remediation, then went appropriate channels to remediate.Validated each access case by case in all of the proprietary technologies (Servicenow, Active Directory, AllAccess, Etc) to ensure ownership.Supported projects to completion with required timelines ensuring appropriate artifacts.Reviewed and processed over 20,000 cases and audited for 25,000 IDs and achieved over 100% in performance and less than 0.1% errors.

Toronto, Ontario, Ca

Provision access to onboard new hires, ensuringaccess and equipment are received to end user withinSLA time of 5 days, while achieving a 94.1% accuracyrateSprint lead in multiple projects around an agileenvironment – successfully decreasing SLA periodfrom 5-10 days to 3-5 daysResponsible for extensively training new teammates,via remote learning tools and resourcesTrack and document all processes on JIRA andServiceNow, and follow-up on tasks in a timely mannerto ensure KPIs are being met on time and correctly.Utilized change management techniques to providesmooth transitions during new hardware and softwareintroductions.Audited multi-system installations for conformance tobusiness objectives, suggesting changes to meetperformance thresholds.

Toronto, Ontario, Ca

Named Quarter 2 highest achiever in 2020.“Gatekeeper” and subject matter expert of multiple provisioning applications for VOIP and telecommunication including CISCO/ECCO VOIP, Aspect, RTC – AvayaUpdating KBS by writing content, to create well tested business processes which align with audits and compliance.Responsible for extensively training new teammates, via remote learning tools and resources.

Toronto, Ontario, Ca

Technical troubleshooting, diagnosis, administration, documentation, follow-ups, requests, and escalations, supporting all LOBs, each with its own unique set of in-house applications and enterprise-level software.Provided access to clientele to over 350 different internal applications via ServiceNow tracking and specialized in over 40 apps.Lead telephony team to lower queue numbers from 800 to 300, within 2 months, utilizing agile methodology and Kanban tracking board.

Toronto, Ontario, Ca

Interact with customers via telephone providing first level technical support, and troubleshoot, escalate and resolve technical scenarios related to device functionality, device configuration, application support, software downloads, network connectivity and vendor issues.

Barrie, Ontario, Ca

Used software such as Maestro/V21/SGI/CSM/GAD to assist the customersOffered a Rogers customer best settlement deal to help the customer out with their owing balance, approved settlement offer from manager and took authority of ensuring the customer was educated about the settlement.Began Work in Bill Gosling Outsourcing for Rogers as an Accounts Receivable and achieved $50,000 in a month, exceeding my average set goal of $40,000 by negotiating credit card payments from the customers and planning comfortable payment arrangements.

Take accurate notes of incidents that occurred and wrote detailed reports to improve safety and security in the building.Screening and directing visitors/patients at the emergency entrance for maintaining a high visibility presence to deter illegal and inappropriate actions.Maintains environment by monitoring and setting building and equipment controls and ensuring operation of equipment by completing preventive maintenance requirements.

Redwood City, California, Us

Helped to expand business and increasing awareness by ~30% in universities in Toronto and St.Catherines by going to student events and clubs.Acquired the position of a student manager by increasing of my high expansion rate and took charge of the day-to-day post of documents on the websiteTrained team of six members to network and research documents to upload them on the website and eventually built an academic resource for Brock university.Contributed over 3000 documents to the website and donated over 300 books to students abroad in Africa by networking with students to collect with their documents.

New York, Ny, Us

Handled around 50 irate incoming calls from prospective customers and calmed them down by giving an approved pre-calculated interest credit and by waiving late charges Assisted around 100 customers daily, effectively by solving customer dispute charges and helped secure the credit card by cancelling and replacing the credit cardDiscussed products offered by upselling and ensured customer satisfaction by giving them the best possible offer on their credit cards

Bachelor’S Degree, Business/Managerial Economics

Service Analyst