Souber Nour

• Provided high-level support for Canada Post’s enterprise network, ensuring uptime and security. Led a team of 12 in daily operations, overseeing incident resolution, service testing, and documentation.
• Resolved critical network incidents involving switches, routers, and access points
• Led daily IT stand-ups to align priorities and task delegation
• Collaborated with vendors for timely issue resolution and service improvements
• Maintained technical documentation and network standards
• Supported and maintained Windows 10/11 and Microsoft 365 environments

• Delivered technical support to customers and internal employees by diagnosing and resolving a range of hardware, software, and network issues. Ensured customer satisfaction and improved IT service delivery metrics.
• Utilized BMC Remedy to log and manage incident tickets
• Diagnosed and resolved connectivity, Wi-Fi, and firewall issues
• Performed remote software installations and updates
• Supported Microsoft Office products and various Windows OS versions
• Tracked KPIs and optimized incident resolution workflows
• Conducted thorough quality assessments of customer service interactions to ensure adherence to Bell Canada's service standards and policies.
• Analyzed customer feedback, surveys, and service data to identify trends, issues, and areas for improvement.
• Developed and implemented process improvements to enhance customer satisfaction and service delivery efficiency.
• Collaborated with cross-functional teams, including customer service, technical support, and product management, to resolve service-related issues.
• Provided actionable insights and recommendations to leadership on improving overall service quality.
• Tracked and reported key performance indicators (KPIs) to monitor service quality and team performance.
• Delivered coaching and training to customer service agents based on quality analysis results.

• Troubleshoot and document hardware and software related problems during and immediately after performing workstation cyclical replacement.

• Provided on-site Microsoft Office 2007/2010/2013 suite support

• Provided technical support in a Microsoft Active Directory environment with knowledge of GPO

• Performed computer system cyclical replacement, involving interviews with the client to ensure all software will be installed on the new computer and to ensure all software will be installed on the new computer and to all necessary client files will be copied to the new computer. Coordination of hardware installations to be performing installs may be requested.

• Ensured any client requests are completed to the clients’ satisfaction.

• Formatted and installed a departmentally provided operating system and/or any departmentally approved software as required by the client.

• Ensured the project tracking spreadsheet and the asset management records are updated as per Project Manager’s instruction.

• Possess very strong skills in client services and client relations as the workload can be heavy and clients are often faced with difficult and very limiting situations. These need to be treated with the utmost courtesy, understanding and efficiency.

• Responsible for entering the information related to these incidents/requests into the departmental incident and problem tracking systems (BMC Remedy), which includes properly documenting and escalating problems to higher levels within the support structure of the organization if they cannot resolve them with their knowledge, experience and provided tools.

• Provided network support such as concepts/ protocols 10/100 Base-T/TX Ethernet, TCP/IP.

• Provided on-site technical support to clients in a Microsoft Windows 7/10 desktop environment, including peripherals.

• Supported and troubleshoot outlook related issue, Connection to Microsoft exchange Assisted in medium to large-scale IT disconnects and reconnects (50-300+ employees)

• Managed incoming calls and customer services inquiries
• Identified and assisted customer needs to achieve satisfaction
• Handled customers complaints, provided appropriate solutions and alternatives within the time limits; also followed up to ensure guaranteed resolutions
• Followed communication procedures, guidelines, and policies to ensure good relationship with customers