Muhammad Abdul Email & Phone Number

Montreal, Quebec, Canada

Toronto, Ontario, Canada

- Provided Technical and Functional guidance to Government clients focusing using IBM Maximo Asset Management web applications, troubleshooting and resolving technical issues, collaborating with cross-functional teams, documenting customer issues and resolutions, providing customer training, testing new software releases to ensure a quality customer.

Toronto, Ontario, Canada

-Assist clients to resolve technical problems with the use, installation and configuration ofCority software- Escalate problems using JIRA and Salesforce to development, product, IT andservice managers. Follow up with internal staff to ensure that issues are resolved- Document all support cases within the Help Desk software application. Assignsupport ID’s.

Toronto, Canada Area

• Provided exemplary technical support, cultivating strong working relationships with customers, and playing an integral role as a Subject Matter Expert (SME) on voice ID biometrics, business self-serve, Service Now.
• Handled escalated situations with tact, diplomacy, and discretion, managing various inquiries regarding repairs, replacements, technical problem resolution and connectivity which increased customer satisfaction.
• Demonstrated exceptional flexibility and adaptability to thrive in an incredibly fast-paced, high-pressure environment with a variety of changing technical requirements.
• Leveraged above average problem-solving skills to troubleshoot issues related to account provisioning, device functionality, device configuration, application support, software downloads and network connectivity which.
• Maintained a meticulous attention to detail when completing transactions accurately, prioritizing effectively to ensure compliance with time sensitive deadlines.

Toronto, Canada Area

• Clearly identified opportunities to improve processes and procedures, developing and implementing strategic improvements to enhance the overall customer experience.
• Reviewed 30-50 specific calls on a daily basis by using various call recording systems; this involved identifying trends/behaviours, troubleshooting gaps, and making educated recommendations. This resulted in reduction.

Toronto, Canada Area

• Displayed an exceptional ability to drive cross-functional collaboration and a unified company vision, allowing for trusted advisor relationships within different management ranks.
• Managed a variety of projects from inception through to completion, ranging in scope and complexity, analyzing technology requirements, and developing efficiency systems.
• Provided strategic oversight relative to resolving issues by analyzing and quickly identifying problems surrounding equipment functionality, configuration and repair, account provisioning, application support and.
• Instrumental member of the Professional Service Project Team, assisting large organizations with the deployment and management of devices with customized solutions built for their business needs.
• Developed and delivered extremely detailed documentation with systematic instructions on problem-solving techniques, ultimately streamlining future service requests.
• Educated a diverse group of internal and external customers on new releases and updates on their products while acting as a SME for all wireless technical support issues at the national level.

Toronto, Ontario, Canada

Prior to 2011 held the position of Technical Support Consultant for consumer wireless and cable products.

Data Science And Analytics, Computer Software Engineering

Diploma, Business Administration