Masi Naeemi
Toronto,ON
Summary
Pursue a challenging and responsible position in a leading business organization and use my knowledge and skills to achieve mutual benefits.
Experience in areas such as IT support, Networking, IT Security and performance. Experience with Database Design, SQL Query and Stored Procedures. Advanced knowledge of Office 365 applications and settings, Windows OS, Windows server and Active directory services. Good knowledge of .NET Framework, HTML5 and CSS3 Advanced knowledge of Office 365 applications, Windows OS and CRM High-energy work ethics and ability to perform under minimal supervision, multi-tasking, meet deadlines as an individual contributor and a good team player.
Overview
7
7
years of professional experience
Work History
Account activity fraud
CIBC
12.2023 - Current
- Provided excellent customer service by verifying account activity and educating clients on fraud prevention and account security.
- Served as the first point of contact for clients experiencing financial distress due to suspected fraud, providing empathetic and professional support.
- Utilized CIBC fraud detection systems and tools (PRM, ICBS, TS2,…) To access risk and respond to alert in timely manner.
- Monitored real-time transactions to detect and investigate suspicious activity, minimizing potential financial loss for clients and the bank.
National support line- Credit specialist
CIBC
11.2022 - 11.2023
- Enhances proficiency in coins, compass and mortgage software systems for structuring and reviewing credit deals such as (Loans, Lines of credits, HPP’s, SPLC’s and mortgages) to ensure compliancy within CIBC guidelines and policies.
- Cultivate robust relationships with CIBC lenders, and MA’s to ensure funding and disbursement deadlines are met to various credit-based deals.
- Demonstrate excellent communication skills developed through national-level delivery of retail lending procedure information to CIBC employees.
- Addresses customer issues professionally, offering suitable solutions and alternatives within the designated timeframe while adhering to procedures and protocols.
- Bolsters analytical skills investigating and providing estimated response time for unresolved issues to CIBC branch representatives.
- Conducting weekly team management huddles involving huddles involving updates, Q&A sessions, and administering knowledge central quiz checks.
Assistant Manager
Wireless DNA Inc.
06.2018 - 01.2021
- Provide timely support for hardware, software and network-related issues, installations and maintained equipment inventory lists.
- Performing hands-on fixes at the Laptops, Smartphones/Tablets, Printer, installing and upgrading Software, installing/procuring Hardware, and configuring systems and applications.
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, responding to and solving ~50 weekly tickets.
- Active Directory User Account Management.
- Install anti-virus software and ensure virus definitions are up-to-date.
- Onboard/off-board employees in terms of network, email, and app accounts.
- Proactively identify and implement process improvement opportunities.
- Referring calls that cannot be resolved immediately to appropriate members of the level 2 & 3 support teams.
Education
Honours Bachelor of technology - Information and security
Seneca College
Diploma -
George Vanier Secondary School
Skills
- Technical Support
- Troubleshooting
- Technical Documentation
- Windows Server
- Mac OS
- Microsoft Office Suite
- Web Servers
- IT Infrastructure
- Networking
- TCP/IP Concepts
- Mobile Applications
- Desktop Support
- Communication skills
- Team work skills
- Analytical skills
References
Reference available on request
Timeline
Account activity fraud
CIBC
12.2023 - Current
National support line- Credit specialist
CIBC
11.2022 - 11.2023
Assistant Manager
Wireless DNA Inc.
06.2018 - 01.2021
Honours Bachelor of technology - Information and security
Seneca College
Diploma -
George Vanier Secondary School
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