Abdulrahman Mahmoud
London,ON
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
8
8
years of professional experience
Work History
Call Center Agent
Stratcom
Remote , ON
05.2023 - 12.2023
- Performed other duties as assigned by supervisor.
- Surpassed sales goals through implementation of successful marketing strategies.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Led on- and off-site customer support teams across multiple time zones.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Tracked activity in CRM to support quality assurance.
- Collected deposits or payments and arranged for billing.
Technical Assistant
Appen
Ramote, ON
01.2018 - 07.2019
- Attended training sessions and courses to maintain up-to-date skills.
- Obtained information from systems, files and intranet to create reports.
- Maintained front desk to provide positive first impression.
- Handled incoming calls and directed callers to appropriate department or employee.
- Assisted with set up for social events and food deliveries.
- Implemented security measures to protect information from unauthorized access or theft.
- Scheduled service and changed and ordered toner to keep printers and copiers functioning.
- Assisted in setting up new user accounts on the company's network server.
Technical Support Advisor
Airtel Telecommunication
Abuja, FCT
01.2016 - 01.2017
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Handled customer service issues by providing guidance or escalating for advanced support.
Education
Graduate Certificate - Software And Information Systems Testing
Fanshawe College of Applied Arts And Technology
London, ON05.2033
Bachelor of Science - Information Technology and Applied Systems (ITAS)
Middlesex University
Mauritius 01.2020
Associate of Applied Science - Software Engineering
Aptech Computer
Abuja07.2019
Skills
- Call Center Operations
- Hardware Diagnostics
- Customer Support Needs Assessment
- Windows XP/Vista
- Technical Troubleshooting
- Attention to Detail
- Documentation Development
- Troubleshooting Network Issues
- Software Repair
- Technical Support
Languages
English
Native/ Bilingual
Hausa
Native/ Bilingual
Timeline
Call Center Agent
Stratcom
05.2023 - 12.2023
Technical Assistant
Appen
01.2018 - 07.2019
Technical Support Advisor
Airtel Telecommunication
01.2016 - 01.2017
Graduate Certificate - Software And Information Systems Testing
Fanshawe College of Applied Arts And Technology
Bachelor of Science - Information Technology and Applied Systems (ITAS)
Middlesex University
Associate of Applied Science - Software Engineering
Aptech Computer
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