Customer Service Technical Support

Mohammed Abdulwahid

**** ** ******** **, ***# *03 San Antonio, TX 78223

512-***-**** *.*.****@*****.***

mailto:************@*****.***

mailto:************@*****.***

Objective

I want to succeed in a stimulating and challenging environment, building the success of the company while I experience advancement opportunities.

Experience

VMC/ APPLE

Team Manager

02/23/2015 - current time

Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.

Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.

Establishes strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.

Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

VMC/ APPLE

TIER 2 TECHNICAL SUPPORT 08/17/2013 - 02/23/2015

●Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.

●Triage Level II and Level III trouble tickets

●Resolve Network switch and connectivity issues

●Collaborate with development staff to recreate problems in the test environment

●Verify issue resolution on the customer’s behalf

●Communicate plan, progress, and issues in a timely manner

●Actively contribute to ongoing process improvement

●Performs other duties or special projects as assigned

●Ability to complete multiple simultaneous projects in a timely manner

VMC/ APPLE

TIER 1 TECHNICAL SUPPORT 06/01/2012 – 08/17/2013

Strong understanding of Ethernet, TCP/IP routing, Network packet analysis tools use and configuration.

Strong technical and analytical skills.

Solid experience in problem analysis and resolution of software problems.

Proven ability to function in a self-directed environment.

Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.

Innovative thinker who is positive, proactive, and readily embraces change.

Ability to handle clients professionally during all interfaces.

Sales support to help resellers and end users select, optimal installation configurations in a complex network environment.

Strong written and verbal communication skills.

Education

St. Mary's University 2012-current time

Industrial Engineering Master Degree student

University of Baghdad 2003-2007

B.S. Computer Science

Al-Adamaya 1998-2002

High School Studies

Skills

Bilingual (English, Arabic)

Proficient with Microsoft Office (Excel, PowerPoint, Word,)

Excellent communication skills with a focus on customer service

Influencing, leading, and delegating abilities

Contact this candidate