Customer Service Active Directory

Mohamoud j aHMED

**** ***** *** #***** ***********, MN 55454

612-***-**** **********@*****.***

PROFESSIONAL OBJECTIVE

Performance-Driven Result-Oriented computer IT professional with skills in technical support. Ability to look

up information and come out a correct resolution. Experienced in customer Service and capable of handle high

volumes of customer calls, with minimum supervision, while maintaining an emphasis on the highest quality of

service.

QUALIFICATIONS

Microsoft Active Directory: knowledge of Server R2/2012-R2 domain infrastructures,

Networking: Networking fundamentals, including Ethernet, TCP/IP, WAN/LAN, basic switch and router configurations

Hardware/Software: Broad understanding of configuring, managing, maintaining and troubleshooting hardware, software and Installation / Configuration window 10 and other operation system

Web Development: Skills with HTML/CSS/ BASIC MySQL and Visual basic language

SAP Software and tools: ERP System, SAP Software Analytic tools, such as Crystal Report, Lumira and Predictive Analytics

WORK EXPERIENCE

Cargill Corporate, Wayzata, MN

Customer Service/Access control Specialist 2009 –Present

Greet guests and employees

Assistance coworkers to establish collaborative environment

Provide receptionist services

Provide security service in the building as needed

Help customer in person or on telephone Set up and coordinate meetings

Best Buy Corporate, Richfield, MN

IBM Deployment Operation Analyst/desk Support Oct 2016 –November

Resolving tech related issues using in-house and Service Now systems tickets for tracking various projects, troubleshooting, gathering data, while providing clear concise info in ticket or for escalation

Provided technical expertise for many users ensuring proper maintenance for workstations, printers, network and all peripheral related devices

Configuring ports and vlans

Answering in-bound and making out-bound calls

Using resources knowledgebase or other means to find correct resolution

Support all aspects of IBM registers, HP’s all in one registers, sig-pad diagnostics, scanner diagnostics, cable diagnostics, receipts printer diagnostics, image workstations, kiosk, register and BIOS configuration

TCS, Minneapolis, MN

Helpdesk Support Feb 2015-2016

Created tickets and Sent to appropriate departments

Installed operating systems, software, antiviruses and patches

Maintained documentation of processes and tickets

Provided technical support to customers via telephone, email and remote assistance.

Analyzed and troubleshoot software and hardware issues

Identified and resolved issues pertaining to network configuration, web hosting and domain registration

Created help desk documentation with step by step instructions on problem resolving techniques

Enabled to Used Active Directory System and Life Cycle System

Utilized BMC or Remedy System for tracking tickets

Provided technical expertise for 40 users ensuring proper maintenance for workstations, printers, network-shares and all peripheral related devices

Managed work requests issues using helpdesk tracking systems reducing users call-back rate by 50%

SOFT SKILLS

Interpersonal Relationship: Flair to build a rapport/trust with clients with an aptitude to invoke ideas while actively listening with clarity and professionalism

Customer Service: Ability to articulate common ground matters that exploit customer’s satisfaction, while creating applicable solutions for unsatisfied patrons.

Develop in-depth knowledge: while committed to continuous learning and personal development

EDUCATION

Metropolitan State University, BS: Management Information Systems

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