Michael John Yousef Email & Phone Number

Cleveland, Ohio, United States

Mayfield Heights, Ohio, United States

Toronto, Ontario, Canada

● Efforts to restore service in a timely manner for critical business functions, application and infrastructure services as part of the Contact Centre Support.● Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service.● Used ITIL best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units.● Established standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions; contributed to a cross-functional team to ensure procedure manuals and incident playbooks were current and correct.

Toronto, Canada Area

•Responds to telephone, email and followup related calls for requests submitted related to access,software,hardware requests via ServiceNow Support Tool•Investigate routine employee software and hardware issues and resolve appropriately•Escalate unresolved and more complex problems to level 2 and 3 support as appropriate•Document policies, procedures and issues in ticketing system as well as provide required updates to the internal knowledge base•Analyze and make recommendations to better assess and assist the needs of employees

Toronto, Canada Area

• Extensive experience with Windows XP, 7, 10 and all system diagnostic tools. • Problem/Resolution for all escalated tickets by L1 • Ensure customer satisfaction when resolving issues. • Engaged Engineering for enterprise and multi-user related issues. • Participated in change requests and application migrations.

Markham, Ontario

•Responds to telephone, email and self service online requests for assistance and service directed to the accounts assigned to by IBM.•Investigate routine client software and hardware issues and resolve as appropriate•Escalate unresolved and more complex problems to level 2 and 3 support as appropriate•Document policies, procedures and issues in ticketing system as well as in internal knowledge base•Analyze and make recommendations to better assess, assist and meet the needs of internal clients•Monitored server applications specific to the clients environment•Was given specific role of creating and maintaining; Citrix and VPN profiles for IBM client•Account Trainer, providing agents with daily updates due to account changes

Markham, Ontario

•On-Site technical support technician; provided door to door services In clients business' and homes.•Built custom made computers/servers based on customers requests•Repaired computer hardware/software to either enhance the performance of the computer or update them to the most current hardware/software•Provided support for software and application: Microsoft Office Suites, Windows 95/98/2000/XP, Windows 7 and Windows 8, virus protection, and security•Provided up to date information on most computer hardware and software for sales and support related issues and questions

Mississauga, Ontario

•Supported clients with installation and setup of their ADSL and VOIP services•Demonstrated strong technical writing skills •Responded to customer related questions via the e-mail ticket support system•Escalated support tickets to Bell technical support to schedule customer’s appointments •Experience communicating professionally with clients on a one-on-one basis to provide exceptional support •Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management

Mississauga, Ontario

•Supported clients with installation and setup of their ADSL and VOIP services•Demonstrated strong technical writing skills •Responded to customer related questions via the e-mail ticket support system•Escalated support tickets to Bell technical support to schedule customer’s appointments •Experience communicating professionally with clients on a one-on-one basis to provide exceptional support •Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management

Computer Networking And Technical Support Diploma, Computer Networking And Technical Support

Activities and Societies: Photography Club

Ontario Secondary School Diploma, Ontario Secondary School Diploma (Ossd), 9-12

Activities and Societies: Focused on business and computer studiesThe Ontario Secondary School Diploma is a diploma granted to high school.

Elementary School, Elementary School