Customer Service Desktop Support

JOSEPH ORAHIM

514-***-**** ************@*****.*** www.linkedin.com/in/joseph-orahim

PROFILE

A process-focused, solutions-oriented Customer Support Specialist, with 15+ years of experience in providing high-quality client support in fast-paced, high-stress, deadline-driven environments (financial, communications, health and air-transport industries). An exceptional ability to develop and maintain business relationships, resolve complex issues, and win customer loyalty. Creative and resourceful in imagining where to find pertinent information on a given topic of priority. An ambitious, bright, and well-organized professional who identifies key issues in complex situations and comes to the heart of problems quickly; collaborates closely with members of other teams and senior leadership to achieve organizational goals; solicits input from the team and takes pride in achieving goals and results that benefit everyone; and is committed to excellence in life and at work.

SOFT SKILLS HARD SKILLS

A utility player, highly organized and comfortable working cross-functionally to tackle fast-moving and constantly changing issues

A nimble, out-of-the-box thinker, and high-functioning problem-solver with substantial experience prioritizing projects and assignments while meeting deadlines

Extremely strong written, verbal and presentation skills with a proven ability to produce high quality materials in a variety of formats

Deep attention to details, organization systems and the ability to take projects over the finish line

An entrepreneurial self-starter with a sense of humour and the ability to influence teams and projects

Strong ability to plan and execute with minimal direction and supervision

Skilled communicator with strong interpersonal skills (for both internal and external audiences)

Extraordinary effervescence, charity, maturity and strength of character

Multilingual fluency (Arabic, Aramaic, English, French, Greek)

Configuring routers with Quality of Service (QOS) and priority connected devices and VOIP

Administering Microsoft's Active Directory Terminal Servers

Knowledge of networking (WAN topologies, LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and Network Load Balancing)

Expert knowledge of supporting applications such as: Trillium, Sieble 2000, Sieble 7, Salesforce CRM and Salesforce API

Knowledge of coding languages (SQL, Pyhton, Unix) & social media ecosystems

Superior knowledge of iFAST system/iFAST Base and Tripwire

8+ years experience using Information Technology Infrastructure Library (ITIL) methodologies

EXPERIENCE

International Financial Data Service (IFDS) 2016 – 2018

Toronto

Service Desk Analyst

Excelled at using cloud-based ServiceNow for incident management, tracking and reporting

Provided real-time technology solutions to financial services industry clients around the world (global asset managers, wealth managers, banks, insurance companies)

Prepared reports (daily, weekly, monthly, annually) and ad-hoc reports with the use of Excel, and other programs, for use by high-level end users (stakeholders, clients, executive staff)

Produced statistics and reports to show performance against KPIs and analysis of trends

Provided input into product documentation and recommended changes to enhance existing processes and procedures

Successfully completed CSC and IFIC Operations and Procedures courses

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Acanac Inc. 2014 – 2016

Montréal

Customer Service/Technical Support Representative

Assisted callers with Pre-Sales inquiries and provided technical assistance for: DSL/Cable Internet services, VOIP, ATA adapters and PLCs, IPTV and router configuration

Worked with callers to identify account and/or technical support issues and then resolved these in a timely and professional manner

Demonstrated superior problem solving skills when negotiating and resolving customer issues and concerns

As Team Leader for the Corporate Sales and Billing Departments, designed and delivered custom training packages

Buzz Solutions 2013

Montréal

Desktop Support & Administration

Provided technical support to clients via phone and email

Supported two major pharmaceutical companies using the Salesforce CRM cloud platform

Ensured all information was documented within the Incident and Request ticket as an ongoing record, separating internal notes from client/user appropriate updates

Tested and reported errors in clients’ internal systems and tracking tools

Imported/exported data for sales reporting purposes, ensuring accuracy and timely delivery of client reports

SITA 2006 – 2012

Montréal

Customer Support Specialist (Desktop Services)

Provided second-level desktop support to clients (setting-up, configuring, troubleshooting, analyzing and repairing computer systems by means of remote access tools)

Delivered technical support, and when necessary, escalated problems/incidents with subsequent follow-up to ensure quick resolution

Managed a high-volume workload (550 inquiries in any given work week) within a deadline-driven environment

Consistently met performance objectives within deadlines and in all benchmark areas (speed, accuracy, volume)

Became the company’s ‘go-to’ person for mentoring/training new employees, and oftentimes, existing ones

Helped launch the 1st ATI community cloud in 2011 and ATI’s 1st NFC solution in 2012

Ajilon Canada Inc. 2005 – 2006

Montréal

Help Desk Analyst

Provided technical support to customers of GlaxoSmithKline (GSK) which included enabling VPN and remote access services (RCA soft and hard tokens), configuring Lotus Notes, installing software and hardware, and routing remedy tickets

Analyzed situations, assessed risks and formulated quick plans of action to address client needs ensuring that end-to-end support processes are followed

Assisted with recruitment and training

Managed projects to ensure that deliverables were on time, within budget and always exceeded expectations

EDUCATION

Diploma in Computer Networking & System Analysis, Seneca College, Toronto Canada, 2003

B.Sc. Degree in Mathematics, University of Baghdad, Baghdad Iraq, 1989

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