Customer Service Information Technology

Usman Ahmed

**** ******** ******, ******** *******, IL 60139

404-***-**** ******@******.***

EDUCATION

University of Wisconsin - Stout Menomonie, WI

MS in Information and Communication Technologies Expected Graduation Dec 2017

3.48 GPA

Colorado State University System Greenwood Village, CO

BS in Information Technology Sept 2015

3.02 GPA

CompTIA A+ Certification (901 Exam completed, 902 in progress)

QUALIFICATIONS AND SKILLS

Windows troubleshooting including diagnostic, hard drive partitions, task manager and disk cleanup.

Microsoft Access including exporting tables to Excel sheets

Active Directory including LAN password resetting and account management

Excel including pivots, formulas, shading and borders, graphs

Microsoft Products including Word, SharePoint, Outlook, Skype for Business, Visio

Remote troubleshooting and software installation via remote tools

Hardware installation and troubleshooting including printers, power supplies, hard disk drives and solid state drives

Understanding of Google Analytics

Basic understanding of ticketing system such as Remedy

Customer Service

Interest and ability to learn new technologies and adapt quickly

WORK HISTORY

Self-Employment Glendale Heights, IL

Remote Software Specialist Dec 2016-Present

Reach out to potential clients via want ads, social media and Craigslist who require assistance in PC trouble shooting and installations

Would use tools such as Logmein.com to guide users through installing and troubleshooting Windows, products and applications such as Skype for Business, Office 365, Visio, and setting up tools such as SharePoint.

Would assist in basic Windows 10 trouble shooting including

Would advise clients on potential software and tools based on clients’ needs

Advocate Illinois Masonic Medical Center Chicago, IL

Wayfinder Volunteer May 2017-Present

Assist patients and visitors in navigating hospital facilities

Escorting wheelchair bound patients throughout the hospital facilities

Act as a guide for patients and visitors including referral to proper departments and

Advanced Technology Services Schaumburg, IL

Help Desk Analyst (Contractor, temporary position) May-Jun 2017

Used Citrix XenApp to remotely troubleshoot, configure, install, setup accounts and reset passwords with software including Skype, Lotus Notes, Cisco Jabber, Visio

Created, organized and assigned tickets via Remedy

Provided customer service over the phone and answered questions, gave recommendations and guided users to proper channels

Just Auto Care Lombard, IL

Customer Service Representative Jun 2013-Dec 2016

Billing, cash handling and credit card transactions

Customer service including greeting customers in person and on phone

Data entry including inputting and retrieving customer information when required

Invoice filing, storing and recovery

REFERENCES

Available upon request

Contact this candidate