Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mahamadou Keita

Toronto,ON

Summary

Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.

Overview

4
4
years of professional experience

Work History

Bilingual store support agent

Carters Inc.
11.2022
  • Work environment: Office 365 products: outlook, MS team, SharePoint, PowerPoint etc
  • Windows 10, iPad / iOS, POS hardware and software
  • Troubleshoot switches, modems, access points, and routers
  • Great knowledge of using Cisco meraki
  • Troubleshoot VoIP cloud-based and wireless phone systems (DECT yealink) Troubleshoot Shopper Trak- Traffic counters
  • Good understanding of RFID scanners, zebra scanners (TC52s) mobile printers, thermal and laser printers
  • Desktop laptop repair, POS support, and other devices store typically use
  • Familiar using LANDesk, SOTI mobi control, Bomgar for remote login to different devices
  • Use command prompt to check devices connectivity
  • Great knowledge of ServiceNow ticketing system
  • Good understanding of alarms systems, security cameras.

Bilingual Call Center Representative - Senior

CIBC
01.2022 - 09.2022
  • Help customers to manage their day-to-day banking over phone emails and chat
  • Responsibilities: Activated hardware and software tokens
  • Helped clients to create a different type of payments for clients (EFT direct deposit, wire, bill payment, transfer between accounts, and Interact E-transfer) Troubleshooted E-deposit application (SiteMinder etc.) Troubleshoot payments issues and assist them to get the rate in different currencies
  • Assisted to recall payments or modified in case of mistake, unusual transaction or change Good understanding of client connects ticketing system.

Bilingual Tech-support

CompuCom
01.2021 - 12.2021
  • My responsibility was based on to resolve network issues, install and configure new hardware and software components
  • Speaking to customers over phone, emails and different platforms of communication to quickly resolve issues
  • Responsibilities: Identifying hardware and software solutions
  • Troubleshoot technical issues on the laptop, scanners and with different software customers use for their daily task
  • Troubleshoot any network concerns with different devices, (Laptop, printers, customers corporate phones, Tablets etc.) Installing and configuring new hardware and software
  • Follow up with clients to ensure that opens ticket or issue are resolved
  • Supporting the roll-out of new applications
  • Testing and evaluating new technologies
  • Troubleshooting different model of printers (HP, Canon, Brother and Epson) Troubleshoot WIFI issue to make sure devices can be connected AD Password reset or different applications customers typically use.

Education

Diploma in Computer Networking and Technical Support -

Seneca College of Arts and Technology
12.2020

Diploma in Computer Networking and Technical Support -

Seneca College of Arts and Technology
12.2019

Skills

  • Windows operating systems (XP, Vista, 7, 8, 10, 11)
  • Active Directory, DHCP, DNS
  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Microsoft 365
  • Remote Desktop Protocol (RDP)
  • Good understanding of TCP/IP, routers and switches
  • Customer service and communication skills
  • VPN
  • Help desk ticketing systems: ServiceNow and client connect

Languages

French
Native or Bilingual

Timeline

Bilingual store support agent

Carters Inc.
11.2022

Bilingual Call Center Representative - Senior

CIBC
01.2022 - 09.2022

Bilingual Tech-support

CompuCom
01.2021 - 12.2021

Diploma in Computer Networking and Technical Support -

Seneca College of Arts and Technology

Diploma in Computer Networking and Technical Support -

Seneca College of Arts and Technology

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Mahamadou Keita