MS Office
ABDUL RAHIM HASSAN
Montreal,Canada
Summary
Detail-oriented IT Support and Customer Service professional with 5 years of combined experience providing technical assistance, user support, and customer-focused solutions. Google IT Support Certified with strong troubleshooting and communication skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Help Desk Support Analyst
Belairdirect
Montreal, QC
10.2024 - Current
- Developed documentation for troubleshooting processes, promoting knowledge sharing among team members.
- Analyzed recurring issues to identify trends and implement proactive solutions for user challenges.
- Led initiatives to streamline support workflows, resulting in improved response times and service delivery quality.
- Collaborated with IT team to develop and implement new processes, improving overall service quality.
- Ensured smooth daily operations by installing software updates, patches, and performing routine maintenance tasks on company devices.
- Delivered exceptional client support by patiently guiding them through diagnostic procedures and troubleshooting steps.
- Provided remote support to users across multiple locations, ensuring seamless business operations.
IT Support Technician
DAYUSE
Montreal, QC
12.2023 - 10.2024
- Provided technical support for hardware and software issues, enhancing user satisfaction and productivity.
- Diagnosed and resolved network connectivity problems, improving system uptime and reliability.
- Developed user training materials, facilitating knowledge transfer and reducing support requests.
- Implemented IT asset management processes, optimizing resource utilization and inventory tracking.
- Provided technical support for hardware and software issues via phone, email, and in-person interactions.
- Resolved user inquiries efficiently, enhancing overall customer satisfaction and experience.
Contact Service Representative
GLICO
Accra
03.2022 - 10.2023
- Handled customer inquiries and resolved issues efficiently.
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Utilized CRM software to track customer interactions and ensure accurate record-keeping.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Implemented best practices for call escalation, enhancing problem resolution effectiveness.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Facilitated conflict resolution between customers and other departments when necessary, ensuring satisfactory outcomes for all parties involved.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Science - Actuarial Science
Kwame Nkrumah University of Science And Tech
Kumasi06-2021
High School Diploma -
Opoku Ware School
Kumasi05-2017
Skills
- IT Support & Troubleshooting
- Customer Service & Communication
- Identity Verification and data privacy
- Time management and SLA adherence
- Problem Solving
- Network troubleshooting
- Remote support
- Software knowledge
Certification
- Google IT Support Certificate
- WHMIS & Workplace Safety Training
Software
SQL
SAP
TABLEAU
SALESFORCE
VISUAL IMPORTER
Timeline
Help Desk Support Analyst
Belairdirect
10.2024 - Current
IT Support Technician
DAYUSE
12.2023 - 10.2024
Contact Service Representative
GLICO
03.2022 - 10.2023
Bachelor of Science - Actuarial Science
Kwame Nkrumah University of Science And Tech
High School Diploma -
Opoku Ware School