Mohammed Khattab Email & Phone Number

East Syracuse, Ny, Us

Syracuse, New York, United States

Answer incoming calls in a pleasant helpful mannerEscalate issues to Senior Staff/Shift Lead/Shift ManagerPerform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief descriptionUpdate customers regarding the status of their inquiries or issues via telephone or emailResearch and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements and provide shift turn over statusPerform notification and escalation of the incident as documented in customer specific procedures in accordance with established guidelines and standardsBe the front line to INOC’s technical support staff members by coordinating and routing incidents, calls and ticketsRespond to network events, customer telephone calls and e-mails (collectively referred to as “incidents”)Monitor the alarm activity (includes multiple customers and INOC internal infrastructure) through the software monitoring systemTrack incidents where applicable to verify that response times and availability requirements established in the SLA are metCreate and update tickets with 100% accuracy, following established proceduresUse proper spelling, grammar, and context when updating tickets or sending emailsExecute projects given by ManagementPersonal Training and Career development Responsible for INOC's information security by preserving the Confidentiality, Integrity, and Availability (CIA) of INOC's client and INOC's internal information assets in accordance with INOC's Information Security Management System

Syracuse, New York, United States

I provide excellent customer service to customers about the products that we provide, while also performing my day to day tasks.

Syracuse, New York, United States

Bachelor'S Degree, Cyber/Computer Forensics And Counterterrorism, 3.74

Activities and Societies: Tau Sigma Honor Society Dean’s List 2021-2023 Educating for Our Rising Innovation Economy in the 21st century.

Associate'S Degree, Cyber/Computer Forensics And Counterterrorism, 3.0