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 experience.- Engaged in developing, editing, and proofreading technical documentation such as user manuals and training materials, collaborating with cross-functional teams to create clear and accurate documentation, organizing and maintaining a library of technical documentation, researching technical information, updating documentation based on software changes, complying with corporate style guides and industry standards, participating in software design meetings, and creating and maintaining documentation schedules and project plans.- Quality assurance in developing and executing test plans and cases, collaborating with cross-functional teams, conducting manual and automated testing of software products, identifying and documenting software defects, participating in agile development processes, and staying up-to-date with the latest testing methodologies and tools.- Developed and executed detailed test plans, test cases, and test scripts to ensure thorough coverage of business processes and user scenarios. Collaborated closely with cross-functional teams to identify and resolve defects throughout the testing lifecycle. Analyzed test results, identified trends, and provided valuable insights for enhancing software quality and optimizing UAT processes.- Responsible for maintaining and monitoring organization's IT infrastructure, troubleshoots issues, and implements new projects, ensure compliance with industry standards.

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 to all help desk calls or emails, and communicate these to clients. Monitor allopen calls, and ensure that client is updated once per day on progress.- Fix minor software bugs in the application- Communicate issues to Research and Development to ensure that known bugs areidentified and fixed in future releases of the core product- Perform on-site installation and troubleshooting sessions- Create process manual for internal staff and knowledge base articles for clients- Collaborate daily with team through scrum sessions

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, Salesforce and escalations resulted in repeat calls reduction by 15% • 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 increased net promoter score (NPS) to 9/10. This positive behaviour also resulted in drastic reduction in repeat calls. • 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 of average call time by 100 seconds and reduced escalation to tier 2 by 30%

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 software downloads. • 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. • Handled inquiries and average of 10 network escalations daily from multiple locations across Canada, which included local in-house staff and third-party vendors and resolved most escalation within 4-12 hours.

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