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 tracking systems to log, track and manage incidents and service requests.-Provided an efficient and professional interface for all client queries.-Demonstrating multi-tasking and follow-up skills.-Trained 20 new employees on responding to calls appropriately and company standards.

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.• Respond/update/close calls from National Dispatch/Call Management Center.

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.• Held a 3 months record of second place most resolved incidents.

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.