mohamed abdulrahman
Service Desk at Metafore- Claim this Profile
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Topline Score
Bio
Experience
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Metafore
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Canada
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IT Services and IT Consulting
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1 - 100 Employee
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Service Desk
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Jan 2012 - Present
-Supported and troubleshoot client hardware and software issues and requests via phone, email -Provided phone system (VOIP) and mobility support (iPhone, Blackberry, Android). -Provided on-site and remote support for hardware/software issues. -Created service orders to replace defective parts or request technician assistance. -Used Remedy and Service Now call tracking systems to log, track and manage incidents and service requests. -Provided an efficient and professional interface for all client queries. -Demonstrating multi-tasking and follow-up skills. -Trained 20 new employees on responding to calls appropriately and company standards.
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Dell Technologies
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Help Desk
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Mar 2011 - Nov 2011
• Performed intermediate IMAC (installs, moves, add, changes) activities: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc. • Handled software installation/support/upgrades. • Provided 1st & 2nd level Help Desk support. • Interface with end users in person, on the phone, through email/IM or remote tools to provide HW/SW issue resolution. • Performed basic LAN and internetworking related activities. • Handled bench repairs (depot service) & remedial maintenance. • Respond/update/close calls from National Dispatch/Call Management Center.
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Dependable HomeTech
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Burlington,ON
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Technical Help Desk
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2010 - 2011
• Achieved 90% high first call resolution on a monthly basis and 90% customer satisfaction rate. • Assisted customers via telephone, email, and Live Chat. • Provided and support hardware and software Issues. • Handled the escalation queue as Senior Call Center Agent. • Designed and suggest solution based on each customer’s needs. • Provided guidance and training to new call center agents. • Held a 3 months record of second place most resolved incidents. • Achieved 90% high first call resolution on a monthly basis and 90% customer satisfaction rate. • Assisted customers via telephone, email, and Live Chat. • Provided and support hardware and software Issues. • Handled the escalation queue as Senior Call Center Agent. • Designed and suggest solution based on each customer’s needs. • Provided guidance and training to new call center agents. • Held a 3 months record of second place most resolved incidents.
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H&R Block
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United States
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Retail
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700 & Above Employee
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Hardware/Software Support Specialist
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2008 - 2010
• Installed and configured new or upgraded workstations, Networks and peripherals. • Installed and imaged new PC's and Swopping out the old PC's. • Performed basic LAN and internetworking related activities. • Provided support over telephone, email and remote access. • Supporting clients (other IT consultants) with hardware and operation systems support. • Installed and configured new or upgraded workstations, Networks and peripherals. • Installed and imaged new PC's and Swopping out the old PC's. • Performed basic LAN and internetworking related activities. • Provided support over telephone, email and remote access. • Supporting clients (other IT consultants) with hardware and operation systems support.
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