Dina Ntary
Edmonton,Alberta
Summary
Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service. Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Travel Counselor (AMADEUS)
American Express Global Business Travel
09.2022 - 03.2024
- Investigates/action Travel Counsellors reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare make solid decisions on behalf of customer and GBT point of sale/in moment; fearless decision making Detail-oriented - ability to act with integrity, and deal sensitively with personal and confidential traveler information Manage end-to-end booking process through ticketing and order fulfillment, via telephone, instant messaging, email, or back-office systems and servicing platforms.
- Managed complex travel arrangements, including multi-city flights, accommodations, and transportation logistics.
- Managed approximately 30 incoming calls, emails per day from customers
- Developed customized itineraries to meet individual client preferences, resulting in high levels of satisfaction.
Intern
ESW IT business advisors
05.2023 - 06.2023
- Make and install ethernet cables
- Installing, testing, maintaining, and troubleshooting end user workstations and interrelated hardware and software
- Troubleshooting problems with computer/laptops systems and any hardware related issues
- Monitor and test PC performance and provide PC performance statistics and reports
- Active Directory Administration Manage operation, health, and security of multi-site domain.
- Analyzed problems and worked with teams to develop solutions.
Early Stage (ESOP) Dialer Agent
BMO
05.2022 - 06.2022
- Answered customer questions regarding problems with accounts
- Performed various administrative functions for assigned accounts, such as recording address changes and purging records of deceased customers
- Offer Hardship solutions to customers by completing risk assessments Manages all transactions related to customer and branch calls or refers to appropriate internal business groups Follows documented policies and procedures to execute transactions, activities and processes within assigned authorities
- Assess risk and make payment arrangements within established process or refer customers for alternate Re-Payment solutions (i.e
- Reduced or deferred payment programs, restructure, hardship, etc.) Engage in pro-active solution outreach offers to non-delinquent segment of BMO borrowers.
- Supported customers by managing 40 calls per day efficiently while maintaining professionalism and upbeat tone.
Tier 1 Technical Support Advisor
Concentrix
03.2021 - 04.2022
- Troubleshot issues on device-specific problems, network performance and internet connectivity
- Maintain broad knowledge of client products and/or services, such as: smartphones, tablets, computers, and wearables
- Familiarity with iOS and/or macOS, or comparable technology is preferred
- Ability to translate complex technical terms into terms easily understood by customer Able to prioritize work, manage time effectively and work successfully in fast paced, multi-faceted structured environment.
- Resolved technical issues for customers through phone, email, and chat support channels.
- Enhanced customer satisfaction by providing timely and effective Tier 1 technical support.
Education
Diploma - Cybersecurity analyst
Skills
- Customer Retention Strategies
- Data security
- MS Office
- Excellent Communication
- Operating Systems
- Problem-Solving Skills
- Analytical and Critical Thinking
- Technical Support
- Self-Motivated
- Attention to Detail
- Regulations and compliance
- Privacy regulations
- Desktop Technical Support
- Remote System Analysis
Certification
- CompTIA network+ in process
- Azure administrator az-104 in process
Languages
English
Full Professional
French
Full Professional
Timeline
Intern
ESW IT business advisors
05.2023 - 06.2023
Travel Counselor (AMADEUS)
American Express Global Business Travel
09.2022 - 03.2024
Early Stage (ESOP) Dialer Agent
BMO
05.2022 - 06.2022
Tier 1 Technical Support Advisor
Concentrix
03.2021 - 04.2022
Diploma - Cybersecurity analyst
- CompTIA network+ in process
- Azure administrator az-104 in process
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