Shuiab Omar
Calgary,Alberta
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
T-Mobile
01.2020 - 01.2023
- Successfully Reduced support ticket volume by 30% VIA implementation of new support processes and tools; heavy focus on Zendesk and Vimeo support material
- Provided Excellent end user support and problem resolution VIA telephone,email and in-person communication.
- Improved customer satisfaction by 20% through regular customer feedback and satisfaction surveys
- Analyzed support data to identify trends and areas for improvement, resulting in a 15% increase in first-contact resolution using various tools and languages including SQL, deep understanding of SaaS applications, ReTool, Loggly, MongoDB applications, GitHub and many other tools.
Technical Support
Rogers Communications
01.2017 - 01.2020
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Created articles, assisted customers and decreased first time response by over 150% in my first month.
- Resolved 40 technical support inquiries per day.
- Diagnosed hardware and software faults remotely (desktops, laptops, printers) and implemented known solutions..
Education
Bachelor of Applied Science in Information Technology - Cybersecurity
Durham College
Oshawa, ON09.2021
Skills
- Help Desk Support
- A Certification
- Systems Analysis
- Virtualization Technologies
- Microsoft Office Specialist (MOS) Expert
- Remote Technical Support
- TCP/IP
- Network diagnostics
- Hardware and Software Repair
- Java Full Stack
- Linux
- Technical Troubleshooting
Languages
English
Native or Bilingual
Certification
- CompTIA+ Certificate- 2021
- CompTIA Network+ Certificate- 2021
Timeline
IT Technical Support Specialist
T-Mobile
01.2020 - 01.2023
Technical Support
Rogers Communications
01.2017 - 01.2020
Bachelor of Applied Science in Information Technology - Cybersecurity
Durham College
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