Mohammed Omer Farooqui
Mississauga,Ontario
Summary
A dedicated, I.T Whiz with 5 years of progressive experience in the areas of network support, and with exceptional work ethics and excellent ability to learn and adapt, possesses a successful track record as a Technical Support. Recognized for building a strong relationship with internal and external business partners, with the passion for synergy and customer service. Utilizes outstanding analytical skills to diagnose and pinpoint the root cause, and ingenuity to think outside the box for solutions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical VOIP Specialist
Beanfield Metroconnect
05.2019 - Current
- Addressed customer issues through Deskpro; helpdesk software
- Resolved issues through email, phone calls, and on site troubleshooting
- Managed department inventory that led to accurate representation of inventory count
- Deployed large scale VoIP services that meet standards of SLAs
- Configure network interfaces on Cisco 4500s, ME3400s, ME3600s, ASR920s, NCS540s
- Configured, deployed and troubleshooted VOIP Cisco Phones, Polycom Phones, Obihai device, Yealink Phones.
- Configured Cisco Webex soft phone using Broadworks and Webex Control Hub
- Work with management to improve existing policies and procedures
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Resolved issues with systems, hardware and telephones quickly and accurately.
Technical Support Specialist
Nordia Inc, Bell Canada
11.2016 - 04.2019
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
- Provide first and second level technical support by assisting end users to solve network problems
- Support wireless and complex issues and set up home networks of up to right devices
- Worked with various wireless Modem models (CISCO and MOTOROLLA) and their range features, mobile phone network coverage concepts and manufacturing of various wireless device
- Support field team in resolving network faults and hardware upgrades also responsible for maintaining and monitoring performance of network
- Create, maintain, and update technical documentation, physical and logical network diagrams, policies, procedures, user guides, status reports, and other documents as required
- Complete technical account modifications pertaining to the services in the administrative system when requested by customers
- Implemented the On Job Training program regularly for the incoming staff for Fibe Tech line of business.
Technical Support Representative
Transcom-Bright House Network
10.2014 - 11.2016
- Provided client support in call centre environment which provides digital television, high-speed internet, home security and Home Phone Services
- Delivered remarkable customer engagement to help clients in dealing with credit administration through Customer Relationship Management (CRM)
- Handled customer inquiries, complaints, billing questions and payment extension/service requests, repair trust, locate resources for problem resolution and design best-option solutions
- Helped attain the highest customer service ratings (as determined by external auditors) by earning full score in all categories including communication skills, listening skills, problem resolution and politeness
- Act as a liaison between customers and Tier 3 technical department
- Handling multiple applications at the same time while responding to customers
Education
PG Diploma - Computer Systems Tech - Networking (CSTN)
Georgian College of Applied Arts And Technology
Barrie, ON09.2015
Bachelor of Engineering - Electronics And Communications
Osmania University
Hyderabad05.2012
Skills
- OSI 7 Layer Model, TCP/IP, DNS, DHCP, DMZ, Active directory
- VOIP protocols: SIP, RTP, UDP, TCP, TLS
- LAN/WAN technologies: Ethernet, Frame Relay, DSL and MPLS using Cisco routers, hubs and switches
- Tools Used: Broadworks, Jira, Webex, NMAP, IDS, VMware, and Wireshark
- Ticketing systems: Deskpro (Beanfield Ticketing system), Universal Ticket (Bell Ticketing system), CRM (BHN Ticketing System)
- Configuring and Troubleshooting VPNs (SSL and IPSEC) on Cisco, Juniper and Fortinet devices
- Extensive knowledge of Telecommunication systems, FTTH/FTTN and operations
- Network Security, IPS, Firewalls (Juniper, Fortigates, and Cisco ASA), VPN (SSL, and IPsec)
- Good leadership skills with the ability to guide and provide technical direction for a given project
- Excellent problem solving, analytical and logical thinking skills
- Workforce Planning
- Good leadership skills with the ability to guide and provide technical direction for a given project
- Excellent problem solving, analytical and logical thinking skills
- Workforce Planning
- Good leadership skills with the ability to guide and provide technical direction for a given project
- Excellent problem solving, analytical and logical thinking skills
- Workforce Planning
Certification
CCNA (Routing and Switching) (CSCO12798436) Verification Code: (421344170394CQVI).
Timeline
Technical VOIP Specialist
Beanfield Metroconnect
05.2019 - Current
Technical Support Specialist
Nordia Inc, Bell Canada
11.2016 - 04.2019
Technical Support Representative
Transcom-Bright House Network
10.2014 - 11.2016
PG Diploma - Computer Systems Tech - Networking (CSTN)
Georgian College of Applied Arts And Technology
Bachelor of Engineering - Electronics And Communications
Osmania University
CCNA (Routing and Switching) (CSCO12798436) Verification Code: (421344170394CQVI).
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