MUHAMMED DARBOE

• Speaking to customers in a high volume, fast paced environment taking 20 to 30 incoming calls a day depend on queue
• Holding meaningful conversations to understand their needs and offer the right products/services to meet them
• Quickly identify and solve problems on the spot to address account inquiries while providing technical and troubleshooting support-
• Understanding Rogers Network - both Cable and Wireless services footprint
• Incident Management - Monitoring High-end Rogers customers with cable and wireless product
• Responsible for generating action tickets based on incoming user calls and then seeing those tickets through to resolution.
• Organized and supported a variety of ServiceNow/ Salesforce tickets within a work queue depending on the priority level
• Support: Mobile device -Android and Apple products
• Gathered network outage information and developing solutions to eliminate future issues
• Enhanced team productivity by sharing technical knowledge with colleagues, leading to faster issue resolution.
• Increased first-contact resolution rate by utilizing critical thinking skills to quickly identify root causes of issues.

• Performing OS imaging, software patch updates (for companies listed below) Onboarding and offboarding of employees devices, arranging and / or preparing equipment for shipment (for companies listed below) Tests configured systems for appropriate functioning and troubleshoot for any errors Completes all required documentation of installation including a quality assurance sheet to ensure accurate billing concerning warranty contract, proper processing of defective products and timely vendor returns and reimbursements Follows customer personal computer system hardware and software specifications based on the configuration services being performed and the instructions supplied (online instructions, configuration

Sheets) Complies with departmental training certification requirements Troubleshoots malfunctioning units using efficient problem-solving techniques Researches hardware/software literature to keep abreast on new products/services Works with Lead Technicians on difficult to solve problems and configurations Supported Companies: BMO; Sun life; Canada Post; Purolator; Adecco; Tim Hortons and HUB international

• Installed troubleshot, and maintained all fibre optic systems Measured the signal strength of television, telephone and internet connections Performed premises cabling and running fibre optic cables underground Determined solutions to preventing the fibre optic systems from performing optimally Constructed a proper slice case as well as preparing and maintaining records, diagrams and schematics relating to the splice case Designed and installing well-functioning computer networks, connections and cabling Performed troubleshooting to system failures and identify bottlenecks

• End-user support – Desktop technologies Resolved problems within Microsoft Office (Outlook, Excel, etc.) Set up Skype for Business for users and help resolve any concerns Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc
• Installed, monitors, hubs and set up USB Hubs and computer peripherals

• Installed new fibre lines in condos sub-contracted from Bell Canada Proactive selling of the benefits of service to all condominium tenants

• Responsible for the day to day IT requirements of the unit such as user management, troubleshot and maintained the drug inventory management database, Desktop applications, local area networks, IT security and telecommunications Managed a team of over 20 administrative and technical staff Administered the usage of Drug Inventory Management system software Supported Data Manager on analysis, verification and data mining of National Consumption Data Responsible for hardware and software installation, maintenance and repair Reported to the principal Pharmacist and the Chief Pharmacist Management of server software and associated backup routines Provided support in the procurement of IT hardware, software