Mohamed Abdulrahman Email & Phone Number

Mississuga, ON

-Supported and troubleshoot client hardware and software issues and requests via phone, email-Provided phone system (VOIP) and mobility support (iPhone, Blackberry, Android).-Provided on-site and remote support for hardware/software issues.-Created service orders to replace defective parts or request technician assistance.-Used Remedy and Service Now call.

Hamilton, ON

• Performed intermediate IMAC (installs, moves, add, changes) activities: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.
• Handled software installation/support/upgrades.
• Provided 1st & 2nd level Help Desk support.
• Interface with end users in person, on the phone, through email/IM or remote tools to provide HW/SW issue resolution.
• Performed basic LAN and internetworking related activities.
• Handled bench repairs (depot service) & remedial maintenance.

Burlington, ON

• Achieved 90% high first call resolution on a monthly basis and 90% customer satisfaction rate.
• Assisted customers via telephone, email, and Live Chat.
• Provided and support hardware and software Issues.
• Handled the escalation queue as Senior Call Center Agent.
• Designed and suggest solution based on each customer’s needs.
• Provided guidance and training to new call center agents.

Mississuga, ON

• Installed and configured new or upgraded workstations, Networks and peripherals.
• Installed and imaged new PC's and Swopping out the old PC's.
• Performed basic LAN and internetworking related activities.
• Provided support over telephone, email and remote access.
• Supporting clients (other IT consultants) with hardware and operation systems support.