Mohamed Abdous
Ottawa,Canada
Summary
Professional Help Desk Analyst with proficiency in providing excellent and efficient technical support by prioritizing most important tasks. Experienced technical support and network administrator with an eagerness to continually develop relevant skills. Available to travel to remote locations for off-site issues. Recent graduate with excellent research, technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Activation Improvement Agent and Help Desk Agent
MSI CORP
Ottawa, ON
09.2022 - Current
- Started in the Activation Improvement Department, focusing on providing efficient service to customers switching from Bell to competitors
- Tasks included order modifications, appointment changes, and preventing order cancellations
- Emphasized upselling to enhance customer satisfaction and maintain positive relationships
- Promoted to the help desk agent L2 on the date of October the 2nd, due to my experience as a help desk agent and thanks to my skills and knowledge
- Handled troubleshooting to network connectivity, hardware issues regarding workstation and configuration for our SaaS services
- Handled high-risk tasks, including the addition of critical services, necessitating a careful and responsible approach
- Understanding the concept of the time management and troubleshooting tasks before their date deadline on Zendesk
- Implemented ITIL best practices in incident, problem, and change management
- Led RCA efforts for complex issues, identified root causes, and implemented preventive measures
- Acted as a point of escalation for high-impact incidents, liaising with specialized teams or vendors.
Help Desk Analyst
EQUIPMENTS BROSSARD
Montreal, QC
05.2023 - 09.2024
- Troubleshot a diverse range of technical issues for customers, demonstrating strong problem-solving skills
- Leveraged a comprehensive knowledge base to enhance troubleshooting efficiency
- Applied technical expertise gained from college education in IT, with a focus on network administration and software troubleshooting
- Demonstrated a solid foundation in customer support strategies to deliver exceptional service
- Comprehended complex technical issues swiftly, offering accurate solutions to clients
- Contributed to a positive and collaborative team environment
- Actively participated in ongoing training to stay updated on emerging technologies.
User Technician Support
Sunwire.INC
Sudbury, ON
06.2022 - 04.2023
- Diagnosed and resolved a wide range of technical issues, demonstrating strong troubleshooting skills
- Managed multiple tasks simultaneously, addressing urgent concerns promptly and efficiently
- Collaborated closely with colleagues, contributing to a positive team environment through knowledge sharing
- Maintained meticulous records, documenting common issues and solutions for seamless future interactions
- Developed strong interpersonal skills through active listening and empathetic communication.
Customer Service Representative
CLAIMSECURE
Sudbury, ON
09.2021 - 04.2022
- Focused on managing financial transactions, troubleshooting, direct deposit issues, and Profile applications
- Increased expertise in dealing with frustrated customers and managing escalations effectively
- Developed strong time management skills to prioritize and address customer issues promptly
- Demonstrated empathy in customer interactions, ensuring a positive customer service experience
- Managed a high volume of customer inquiries with a focus on first-call resolution
- Participated in cross-functional projects to implement new customer service strategies
- Developed expertise in fraud detection and prevention, contributing to financial security
- Utilized advanced troubleshooting techniques for intricate technical problems
- Actively participated in regular team meetings, providing valuable input and feedback and maintained up-to-date knowledge of industry regulations and company policies.
Help Desk Agent L1
The Social Element
Fes, Morocco
01.2021 - 09.2021
- Diagnosing and troubleshooting hardware and software issues
- Creating and managing user accounts, including password resets
- Helping users with the installation and configuration of standard software applications
- Assisting with basic hardware-related issues such as connectivity problems, printer errors, hardware issues, etc
- Documenting issues and resolutions for future reference
- Using remote desktop tools to aid users who are not physically present.
- Monitored support activity trends to create problem resolution and solution reports.
- Answered user inquiries to resolve computer software or hardware operation problems.
Education
CompTIA A+ Certification -
01.2024
Diploma of College Studies -
COLLEGE BOREAL
04.2023
BACCALAUREAT -
FLOWERS HIGH SCHOOL MOROCCO
06.2021
Skills
- Operating Systems: Windows, macOS, Linux
- Troubleshooting Hardware and Software Issues
- Networking Fundamentals
- System Diagnostics and Repair
- Remote Desktop Support
- Strong Communication Skills (verbal and written)
- Patience and Empathy
- Active Listening
- Conflict Resolution
- Customer Relationship Management
- Ticketing Systems (JIRA, ServiceNow, Zendesk)
- Remote Support Tools (TeamViewer, Any Desk, Remote Desktop)
- Chat and Email Support Platforms (Microsoft exchange)
- Collaboration Tools (Slack, Microsoft Teams, SharePoint)
- IT service Management
- Managing Active Directory and Windows Server 2019
- Office 365 Licensing
- Coding (Python, C#, Xamarin, HTML , CSS , JavaScript , C)
- Creating and compiling phone apps (Xamarin, C#, Visual Studio, KivyMd)
- Managing Database and manipulating data either SQL or NoSQL (MySQL workbench, mongosh, mongo DB, SSMS)
- Using and creating Docker Containers with creation of container orchestration (Docker Swarm, Docker Compose and Kubernetes)
- Using Kali Linux Tools (Wireshark, Nmap, Metasploit, hash cat)
- DNS and DHCP management
- Router and switch configuration
- Implementing security measures for seamless connectivity
- Experience with Cloud ( PAAS , IAAS , SAAS)
- Mastering Backup thanks to 321 method
- Knowledge and experience with VDI and DAAS
- Problem-Solving
- Resolving Customer Issues
- Schedule Management
- Professional Networking
- Technical Support
- Customer Service Abilities
Availability
I`m available at any time and whatever shift where I’m required to be present.
Certification
- College Diplome DEC with distinction and 3.5 gpa
- Comptia A+ Core 1
- Baccalaureat diplomat with higher degree
- DELF DALF C2 French
Timeline
Help Desk Analyst
EQUIPMENTS BROSSARD
05.2023 - 09.2024
Activation Improvement Agent and Help Desk Agent
MSI CORP
09.2022 - Current
User Technician Support
Sunwire.INC
06.2022 - 04.2023
Customer Service Representative
CLAIMSECURE
09.2021 - 04.2022
Help Desk Agent L1
The Social Element
01.2021 - 09.2021
CompTIA A+ Certification -
Diploma of College Studies -
COLLEGE BOREAL
BACCALAUREAT -
FLOWERS HIGH SCHOOL MOROCCO
- College Diplome DEC with distinction and 3.5 gpa
- Comptia A+ Core 1
- Baccalaureat diplomat with higher degree
- DELF DALF C2 French
Similar Profiles
Sara ElagbaniSara Elagbani
Team Leader at MSi CORPTeam Leader at MSi CORP
Diane UwizeraDiane Uwizera
Call Center Agent at MSi CorpCall Center Agent at MSi Corp
Lynn McGonigalLynn McGonigal
Customer Service/Technical Support at MSI Corp Inc.Customer Service/Technical Support at MSI Corp Inc.