Sadik Mohamed Email & Phone Number

Toronto, Ontario, Canada

Toronto

I manage training for new vendor on-boarding. Here are some the successful projects I worked on.Business Applications:• Autodesk - AutoCAD Software, Design and Creation suites• BitTitan - MSPComplete• DocuSign• Dropsuite - Email Backup and Archiving• Intermedia - Office in the Cloud• LawToolBox - LawToolBox365• Microsoft - Convert - to - CSP• Microsoft - Dynamics 365• Microsoft - Enterprise Mobility + Security• Microsoft - Office 365• Microsoft - Windows 10 Enterprise• NCR Silver/SilverPro• New Day At Work - Workspace 365Communication and Calibrations • Cirius Secure Email• ESET Endpoint Security• Norton by Symantec• RPost - RMail: Email Encryption & More• SiteLock - Website Security• Symantec• Symantec Endpoint Protection Cloud• Trend Micro - Cloud-Based Security• Trend Micro - Deep Security CloudSecurity • Cirius Secure Email• ESET Endpoint Security• Norton by Symantec• RPost - RMail: Email Encryption & More• SiteLock - Website Security• Symantec• Symantec Endpoint Protection Cloud• Trend Micro - Cloud-Based Security• Trend Micro - Deep Security Cloud• Dropsuite - Dropmysite• IBM - SoftLayer• Ingram Micro - Virtual Machines• Ingram Micro - Virtual Private Servers• Ingram Micro - Web Hosting• Ingram Micro Cloud Orchestrator• Microsoft - Azure• SkyKick - Cloud Backup• Yola - Web Business Builder• Acronis Backup Cloud - Capped Storage• Acronis Backup Cloud - Office 365• Acronis Backup Cloud - Pay As You Go• Acronis Backup Cloud - Volume Pricing• Acronis Disaster Recovery as a Service• Autotask

Took a year off to care for my aging parents and refresh my computer programming skills.-Learned SQL.-Refreshed on C# and C++, VBA and Excel Macros.-Currently learning Java.-Helped with Eco Car Cleaners Start-up business.

Toronto, Canada Area

•Oversaw aggressive on-site training of new call centers in Argentina, Canada, China, India, Philippines, South Africa and U.S leading to successful Go Lives.•Trained call center representatives on corporate and business guidelines, customer relationship management (CRM) tools, billing systems, products and proprietary applications.•Trained and managed over 25 Trainers representing multiple call centers.•Oversaw all aspects of training programs: operational needs assessment, objectives setting, curriculum design and implementation.•Supported vendors with the recruitment and selection of all new staff from the first level Agent up to the Supervisor level, Quality controllers, Workforce Management and Administrators.•Managed agent training, couching, and process improvements initiatives.•Key player in the due diligence process of selecting new support vendors.•Supported 7 different BPO’s by managing training and quality and helping them meet process metrics.•Ensured an optimal client experience across all call center business lines.•Ensured that quality standards and targets were in place and clearly communicated, implement and monitored to ensure targets were met.•Continuously pushed to implement customer care and call center operational best practices.•Utilized various statistical and reporting methodologies to monitor customer care quality.•Monitored trends based on calls, issues, queries, and made recommendations to improve the quality of service as well as reduce repeat contacts.•Made significant contributions to the call center knowledge management system.•Supported with development and product engineers on new product issue(s) analysis.•Handled all new product, software and system testing prior to go-live.•Designed and implemented call center training library using SumTotal Learning Management System.

Toronto, Canada Area

• Recreated, analysed and troubleshoot incidents relating to product application issues.• Determined root cause of application/product specific incidents.• Liaised with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents.• Provided coaching, professional guidance, and support to technical support staff.• Provided timely technical support and a point of technical contact for support teams.• Handled executive and supervisor escalations..• Developed and maintained software cleanup utility.• Analyzed technical support data and gathered log files. • Delivered technical training for tier 1 and tier 2 support staff.• Provided Tier 2 team lead and support.

Toronto, Canada Area

• Supervised day to day operations of 25 technical support agents handling HP consumer product support at HP Canada.

Toronto, Canada Area

•Recreated, analysed and troubleshoot incidents relating to product application issues.•Determined root cause of application/product specific incidents.•Liaised with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents.•Provided timely technical support and a point of technical contact for global support teams.•Supported HP consumer inkjet printers, scanners and hand held devices.•Supported consumer advocate team handling all technical related incidents.•Provided technical training to new staff.