It Specialist Customer Service

Tabassom Tavassoli

***** ****** **** *****, ** **780 949-***-****

ad5pnf@r.postjobfree.com

https://www.linkedin.com/in/tabassom-tavassoli-a1a8a575/

SUMMARY:

A highly organized and detail-oriented IT Specialist, with over 10+ years' experience in pharmaceutical and financial companies. Possess a good reputation for effective problem solving, adapting to new concepts and situations quickly, and time management, and support

Highlights

Ensure the integration and support of the Configuration Management process to the other ITIL processes such as Incident, Problem, Change

Configuration Items are up-to-date

Ability to work effectively within a team environment

Quality focus

Proficient troubleshooting

Service-minded approach

EXPERIENCES:

Grant Thornton 2017-Present

Customer Experience (CX) Technician, Field Service Eng.

ITSM experienced, Incident Management & Problem Management and Resolution

responsible for providing enhanced IT customer support to my assigned office

Helping customers manage software installations and hardware repair

Guiding customers on troubleshooting issues

Technical knowledge regarding applications and services

Participate in MIM calls for my office of support to assist with gathering information, troubleshooting, and testing solutions

Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment

Utilize remote support tools in support of dispatch offices where a technician is not always on-site

Finding solutions from previous cases using the Knowledge Base

Communicate knowledge gaps in issue resolution

Ensure tickets are properly updated and the asset management system is properly updated

taking ownership of tasks and managing them through completion and knowing when to ask for help

Flexibility to learn new technologies and quickly adapt

Other duties as assigned

Orange Coast Title (Title & Escrow Co.) 2016-2017

Application Specialist

Provide software application support to all end users by specific tools and phone systems, teleconference tools, and remote connections. (ITSM)

Combine strong technical, and functional problem-solving skills, data knowledge, and customer service

Monitoring, deploying, and maintaining client production environment

Strong analytical and problem-solving skills to efficiently resolve incidents while maintaining the highest level of client satisfaction. (incident management)

Maintains application availability based on Service level agreements (SLA) with the Customers

Understands the customer needs and strives to meet customer's needs to their satisfaction

Follow standard processes and procedures Diagnose and Review clients’ business processes to complete new customer setup and installation.

Gather customer information and troubleshoot software and application issues by evaluating and analyzing the symptoms

Offer alternative solutions where root cause analysis is required (workaround)

Support and effectively work within our team environment

Communicate with internal teams for issue resolution for root cause analysis (Problem-Solving)

Assist and provide technical troubleshooting assistance to clients

Ability to manage multiple tasks, and priorities in a dynamic environment

Document technical information, troubleshooting tips, and other pertinent technical information for help with user inquiries

Sanofi (International Pharmaceutical Co.) 2007 – 2015

IT Specialist

Advise internal clients on Information Technology solutions to bridge the gap between business & IT

Analyze client requirements, procedures, and problems to develop the right solution for business

data management capabilities, and end-to-end application development lifecycle

Demonstrate in-depth technical capabilities and professional knowledge.

gathering business and technical requirements, solution design and build, testing, and solution deployment

IT representative for External Audit

Support end users by troubleshooting and resolving day-to-day application performance and data integrity issues.

Providing great customer service in a timely and efficient manner.

Identify and escalate priority issues per Client specifications and the Manager’s request

Support 80 Salesforce (med rep) on CRM, VPN access, and technical issues

Coordinate application review and testing and develop bug fixes.

Develop reports to help track organizational performance and reconcile data between systems.

Analyzing, testing, troubleshooting, and mitigating to make it Win 7 compatible.

Testing quality and verification of the packages

Coordinate with cross-functional teams in different locations for quality data and analysis

Designing comparative reports on actual and expected results

Plan and prepare training programs to support staff

Provide ongoing training and support for staff members post-classroom learning

AWARD

Best Employee for IT Support & Customer Service - Sanofi

CERTIFICATE

ServiceNow Administrator Certified

ITIL V3 Certification

EDUCATION:

B.S. in Computer Science (Software Engineering) QIAU

COURSES:

●ServiceNow ITOM

●ServiceNow CMDB

●Change Management

●Communications Skills

●Network Security+, Network

●JAVASCRIPT coding

●RISK & DISK management

●PMP, Trained

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