Khadim Sarr Email & Phone Number

New Hyde Park, New York, United States

Work with the NOC Services Team to solve Networking, IT Security, and Systems Infrastructure issues.Apply customer service skills to help end users with software, hardware, and network problems.Document tickets using Autotask Incident Management software and take appropriate action to ensure a satisfactory response with acceptable time frames for customer base. Patch management and monitoring of large computer networks and servers using N-Able N-Central MSP.Administration of servers using Windows Server and Hyper-VMSP Backup via n-central Backup Manager.Monitoring and management of network security and performance utilizing WatchGuard Firebox System Manager, Cisco Meraki, and Extreme Cloud IQ.Antivirus scanning and AV event malware remediation via N-Central AV Defender, Sentinel One, RocketCyber. including log4j exploit remediation. Conduct email forensics analysis on clients reported phishing emails for threat remediation using KnowBe4 PhishER platform, Proofpoint, and Office 365 Admin Center. Office 365 administration including licensing, adding/deleting users, Office 365 Security & Compliance, emailing forwarding rules, Exchange Online, Azure AD, and setting up MFA. Experience servicing customers onsite by configuring and troubleshooting hardware such as workstations, printers, and network infrastructure.Creation of KBA’s on IT Glue documenting various procedures done to solve incidents.

Brooklyn, New York, United States

Enables the day to day operation of a warehouse that specializes in the creation of custom hair care products by pumping various ingredients into shampoo,conditioner, and hair mask bases.Maintains an efficient workflow to make sure all orders are completed by the end of the night. Maintains clean and organized workspace to avoid orders from being misplaced or combined with other customer orders. Provide some basic PC and printer troubleshooting on the request of my supervisors.

Brooklyn, New York, United States

Led the daily operations of a leading e-commerce parcel delivery solution for the last mile offering scheduled deliveries - same day and next day.Kept track of delivery line hauls and supervised a team of 4-5 warehouse operatives to ensure parcels were sorted onto pallets in a timely manner; while also supervising between 10-30 delivery drivers to ensure they took their correct route, had the accurate amount of parcels, and supplied them with any information that would help them complete their route.Used leadership skills to assign tasks to individual operatives based on their strengths and weaknesses which ensured all tasks around the warehouse were completed.Used the company's dashboard system to look up order information and make adjustments depending on various situations.Acted as a dispatch role utilizing information from the dashboard system to create and assign routes to drivers across the NYC area. Remained active as a point of contact in case drivers needed adjustments to orders or had any issues with their routes.Audited drivers daily to ensure that they followed protocols which resulted in an 80% reduction in reimbursed customer claims over the span of 9 months.Acted as a customer service role which involved solving customer complaints through email and ticket system such as Zendesk by accepting or rejecting lost order claims, answering questions dealing with the status of orders, and relaying specific delivery information to drivers to ensure safe delivery.Used Microsoft Excel, including vlookup, to extract data from the company’s dashboard, and compile it into a chart which served as a daily report to make sure all parcels were attempted. Used this report to follow up with drivers the next day to investigate why parcels were not attempted and issued penalties as a disciplinary measure.

Brooklyn, New York, United States

Supervised a warehouse which involved the logistics of assisting 15 to 30 concierges with the inflow and outflow of customer’s laundry orders. Maintained daily expectations of the warehouse by using leadership skills to assign tasks to a team of 5 to 7 individuals to ensure that a daily volume of around 70 to 200 orders of laundry were processed correctly and efficiently.Used problem solving skills to fix any issues with ongoing or previous orders helping save the company money in potential reimbursements.Utilized software such as Slack and Asana in order to communicate issues with a remote based customer service and the dispatch team.Used company’s cloud based POS system to audit warehouse inventory, check status and make adjustments to customer orders.Set up Windows PC workstations, enabled content filter extensions on Google Chrome, and troubleshooted various hardware related issues so that associates would not be slowed down in their productivity.