Mohamed Abdullahi
Calgary,AB
Summary
Results-driven IT Support Manager with over 5 years of experience in providing remote and on-site technical assistance. Known for leveraging strong communication skills to quickly understand and resolve IT issues. Expert in optimizing troubleshooting processes and improving customer relations. Collaborative team player with a focus on introducing new technologies for enhanced results and providing comprehensive documentation.
Overview
7
7
years of professional experience
Work History
IT Client Relationship Manager
The City of Calgary
02.2023 - Current
- Spearheaded the development and maintenance of strong client relationships within The City of Calgary's IT department
- Collaborated with cross-functional teams to meet client requirements, ensuring the seamless delivery of IT services and solutions
- Demonstrated exceptional communication skills to understand client needs and provide timely solutions
- Played a key role in enhancing customer relations and streamlining IT support processes
- Successfully introduced new technologies to improve overall IT performance.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Consultant, Lead Technical Support
CGI
03.2020 - 01.2023
- Collaborated with RTAC and Customer Support Centre teams to meet client (Suncor Energy) requirements
- Resolved IT tickets and provided on-site and remote technical support
- Conducted hardware installations, fixed network issues, and generated comprehensive reports
- Played a pivotal role in transitioning 4000+ HP laptops to Microsoft Note tablets, resulting in improved work functionality and reduced support tickets.
- Supported clients with business analysis, documentation, and data modeling.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
- Integrated technology and business operations to identify targeted solutions to customer issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Technical Specialist Representative
TELUS
10.2017 - 02.2020
- Proactively engaged with clients before contract expiry to ensure service support and equipment maintenance
- Partnered with Sales, Product, Operations, and Service teams to meet and exceed maintenance revenue sales objectives
- Developed expertise in cloud-based unified communications products and kept abreast of industry and technology trends
- Achieved a 25% increase in maintenance revenue within 3 months.
Head of Vendor Relations
Canada Credit
08.2016 - 09.2017
- Oversaw vendor relation operations and established effective communication with partners
- Collaborated with the Ecommerce team to enhance sales methods, resulting in a 40% increase within 6 months
- Managed CSV file formatting and resizing for Ecommerce imports
- Designed marketing strategies, including Google campaigns, in conjunction with the VP of Operations.
- Assisted with marketing strategy development to increase public awareness and customer engagement.
- Collaborated with other departments to develop integrated branding and public relations strategies.
Education
Risk Management Certificate - Cyber Security Department
York University
Toronto, ON01.2020
Bachelor of Management - Business Information Systems
Lethbridge University
Lethbridge, AB01.2016
Skills
- Operating Systems: Windows XP/7/8/10
- Software: Microsoft Office, Office 365
- Hardware: HP, Dell, Lenovo, Apple
- Networking: TCP/IP, DHCP, VPN
- Infrastructure: Routers, Switches, Servers
- Operating Environments: Unix/Linux, VMware
- Tools: Adobe Photoshop, Software Applications
- Directory Services: Active Directory
- Project Planning
- Team building
- Problem-Solving
- MS Office
Volunteer Initiative
Founder/Executive Director, Alberta Youth Empowerment, 10/01/17, Present, Established a non-profit organization focused on improving youth's integration and contribution to society., Successfully hosted a photography workshop for 200 youth aged 15-25 in collaboration with ATB Financial., Developed and conducted workshops and training programs to provide practical work placement experience., Offered mentorship programs to at-risk individuals.
Languages
Arabic
Full Professional
French
Elementary
English
Native or Bilingual
Timeline
IT Client Relationship Manager
The City of Calgary
02.2023 - Current
Consultant, Lead Technical Support
CGI
03.2020 - 01.2023
Technical Specialist Representative
TELUS
10.2017 - 02.2020
Head of Vendor Relations
Canada Credit
08.2016 - 09.2017
Risk Management Certificate - Cyber Security Department
York University
Bachelor of Management - Business Information Systems
Lethbridge University
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