Customer Service Management

Rahchidatou “Rahchida” Abibou

**** ******** ****, #******• Irving, TX 75014 • ********.******@*****.***

TECHNICAL SUMMARY:

• Ten plus years of experience working in the technology industry (Applications, Mobile Device Management

(MDM), Mobile Devices/Smartphones, Tablets, PCs and other Hardware)

• Bilingual – fluent in English and French

• Ambitious, goal-oriented, disciplined, hard-working and a fast learner

• Energetic, excellent work ethic and a strong desire to learn . Carrier orientated

• Strong troubleshooting skills, excellent interpersonal communication skills, written communication skills and

commitment to providing outstanding consumer service. Open and confident communicator

• Ability to come up-to-speed quickly on new technical products

• Ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing

shifting priorities, and maintaining focus

TECHNICAL SKILLS:

• 6 years of experience in the Enterprise Mobile environment with strong knowledge of Mobile Device

Management: AirWatch, MobileIron, SOTi, Afaria, BlackBerry Enterprise Server, Good for Enterprise.

• Mobile Systems Engineering and troubleshooting experience of various device OS: Windows Phone 8.0 and

8.1, Apple iOS 6 and 7, Google Android 2.3, 4.0.4 and 4.4.2, RIM BlackBerry 5 – 10 and Windows

Mobile.

• Experience with multiple mobile device form factors such as smartphones and tablets: 6 years

• Hands-on experience with device configuration, loading and testing applications and provisioning: 6 years

• Solid understanding of networking and wireless technologies: CDMA, GPRS, EDGE, GSM, LTE for T-

Mobile, AT&T, Verizon, Sprint, Boost Mobile, Cricket, Rogers, Telstra, Orange Telecom: 6 years

• BlackBerry Desktop Software, BlackBerry Link, BlackBerry Internet Service and BlackBerry Enterprise

Server

• Robust knowledge of network troubleshooting and Information Security best practices

• Windows Server 2003 – 2008, LDAP and Active Directory: 6 Years

• Microsoft Exchange ActiveSync 2007 – 2010: 6 years

• Extensive background in supporting Office 365, Microsoft Office 2003, 2007, 2010 and 2013, Microsoft

Windows XP, Vista, Windows 7, 8.0 and 8.1, Mac OS X and Internet Explorer 7, 8, 9, 10, and 11

• Proficient in using multiple ticketing systems: Peregrine Service Center, Remedy, ServiceNow, Parature

• Remote Access Applications: Cisco VPN, RSA, Timbuktu, Bomgar, Team Viewer, GRE, WebEx, Microsoft

Netmeeting, LogMeIn Rescue (PC and Smartphone)

• Programming Languages: Visual Basic, HTML

PROFESSIONAL EXPERIENCE:

Enterprise Mobile - Plano, TX

EMM (MDM/MAM/MIM) Admin (Contractor) 5/2014 – 11/2014

Mobile Device Management, Mobile Application Management, and Mobile Information Management

• Management and troubleshooting of hardware and software for Windows Phones, BlackBerry, Apple iOS, and

Android devices ranging from simple to more advanced problems.

• Installation, configuration and management of the AirWatch server including adding users, profile deployment,

and application deployment.

• Configured and managed ActiveSync profiles for mobile devices (emails, contacts, calendar), application

deployment, remote data wipe, retiring of devices, tracking of devices, remote device locking and password

reset for iOS, Android, BlackBerry and Windows devices using various Mobile Device Management Tools

such as AirWatch, MobileIron, SOTi, Afaria, BlackBerry Universal Device Service, and Good Mobile

Messaging.

• Assist users with device enrollment and configuration using AirWatch, MobileIron, Good for Enterprise, SOTi.

• Educated the users on features and functionality of the devices.

• Remotely managed devices, installed and removed custom applications, reset passwords using SAP Afaria.

• Performed enrollment, management and troubleshooting of devices to the ActiveSync server using Good

Mobile Messaging.

• BlackBerry and Windows 8 devices Subject Matter Expert (SME).

• Logged and resolved tickets using Parature, ServiceNow and Remedy; escalated incidents according to

severity, customer concerns, and tickets getting close to breaching SLAs.

• Supported 15+ accounts with 30+ calls and 10+ email inquiries daily.

• First Call Fix Basis: Resolved 100% of my cases with excellent troubleshooting skills, research and follow

ups.

Microsoft - Irving, TX

Signature Support Engineer (Contractor) 3/2014 –

5/2014

• Responsible for configuring, managing and troubleshooting Windows Phones using AirWatch in enterprise

environments.

• Design, implementation, configuration of mobile messaging systems; settings updates, software deployments,

mobile applications security and tracking, remote support.

• Strong troubleshooting experience and Microsoft product technical knowledge with Windows XP, Vista, 7 and

Windows 8.

• Verbal and electronic troubleshooting of Microsoft Signature Device owner issues with Windows Phones,

laptops, desktops and tablets pre-loaded with Microsoft Windows, Microsoft Office, Microsoft Internet

Explorer, and other Microsoft software products.

• Maintain strong working knowledge of released products, take ownership for product improvement, and

participate in pre-release activities and BETA programs.

• Assisted customers in performing Microsoft Windows Upgrade from Windows XP, Vista, 7 to Window 8.

• Resolved any issues or questions they may have, including but not limited to Microsoft Windows, Microsoft

Office, printers and other hardware, MSA (Microsoft Account), Microsoft Internet Explorer, software

installation, and Sales.

Gap in employment due to expired work permit; I applied to renew my work permit (Green Card) on 6/2012, I was

laid off on 11/2013, my work permit was approved on 3/2014. I can now work legally. – FYI

BlackBerry - Irving, TX

Handheld/Desktop Analyst 12/2009 –

11/2013

• Assisted BlackBerry smartphone owners by resolving issues being experienced with the delivery of email to

their BlackBerry smartphone.

• Troubleshooting and resolution of mobile device radio issues such as Wi-Fi, Bluetooth connectivity to vehicles

and other hardware, and connectivity to the carrier network.

• Maintained the synchronization of emails and organizer data such as calendar, contacts, notes and memos

between the BlackBerry smartphone and Microsoft Outlook for PC and Entourage, Outlook and Mac Mail for

Mac OS X using BlackBerry Desktop software, BlackBerry Link and BlackBerry Enterprise Server.

• Collaborated with Senior Analysts and account managers to aide in providing a resolution by being a point of

contact for the end-user.

• Provided training, floor support and coaching to mentor new employees and build their technical aptitude.

• Took ownership of tickets and collaborated with tier III agents to solve customer issues with email delivery,

organizer data synchronization, lost/stolen devices.

• Served as a point of contact for customers when escalating the issue to the next level of support.

• Provided feedback to the tier III support representatives to improve the overall quality of the support being

provided to the customers.

• Participated in various hardware and software beta programs to test the quality of both the hardware and the

software: BlackBerry Desktop Software, BlackBerry Link, BlackBerry 10 OS, BlackBerry OS 5, 6, 7,

PlayBook OS.

• Administration of user and group mailboxes using Microsoft Exchange 2007 – 2010 for use with BlackBerry

Enterprise Server 5.0 and Enterprise Service 10.

• Performed Active Directory account setup and changes such as password resets, profiles, distribution, security

groups and user account management.

• Assisted server administrators configure LDAP for address book lookups on the BlackBerry smartphones.

• Assisted BlackBerry Enterprise Server administrators with IT policy creation, application deployment, email

and Wi-Fi profile deployment, and remote wipe and password reset to BlackBerry, Android and Apple iOS

smartphones. Managed devices and users’ profiles using AirWatch, MobileIron and BlackBerry Universal

Device Service.

• Member of the migration team and Subject Matter Expert (SME) for Premier large enterprise accounts.

• Provided world-class support performing successful migration from BlackBerry devices to competing devices

(Windows Phone, Android, Apple iOS) using various MDM platforms: AirWatch Mobile Device Management,

BlackBerry Enterprise Server (BES), and BlackBerry Universal Device Service. Whether by phone, email,

web-chat or even in person.

• Identification and troubleshooting of network issues using tracert, ping, ipconfig, network connection

properties (LAN, WAN, TCP-IP, security, firewall).

• Traveled to other BlackBerry locations both locally and internationally for training, team meetings or to

customer sites to assist with problem resolution.

Unisys Technical Services – Austin, TX

Desktop and Security Administrator Analyst 8/2007 – 11/2009

• Received inbound calls from external and internal customers seeking technical support for network, hardware

and software products that vary from client to client.

• Utilized critical thinking skills to investigate and identify the root cause of customer issues with a high case

resolution percentage.

• Completed customer email migration from Lotus Notes to Microsoft Outlook.

• Referred complex problems to appropriate resolution groups when needed via ticketing system.

• Escalated critical requests or problems to supervisors, including any that was close to breaching the SLA.

• Created and disabled user accounts following the onboarding and off boarding process.

• Reset and unlocked Active Directory user accounts using Active Directory Users and Computers.

• Added and removed users belonging to Security Groups using Active Directory.

• Troubleshooting of address book lookups using LDAP.

Cingular Wireless/AT&T – Austin, TX

Consumer Data Support Specialist 8/2006 – 8/2007

• Received inbound calls from external customers to troubleshoot and answer their technical and sales inquiries

in regard to mobile devices such as BlackBerry and Windows Mobile.

• Followed up with customers via email and phone regarding pending support tickets.

• Troubleshooting and resolution of customer issues including but not limited to email, internet, Wi-Fi, sync,

tethering, software, hardware, and carrier network.

• Assisted customers with learning the functionality of their mobile device, such as Internet, email, SMS/MMS.

EDUCATION:

• Bachelor of Science (BS) degree in Mathematics at the University of Texas at Dallas

• High School Diploma earned from La Farandole

CERTIFICATIONS/HOMORABLE MENTIONS:

• BlackBerry Certified Support Specialist – Research In Motion, August 2012

• Windows Mobile Training Specialist – Microsoft, March 2007

• Recipient of Customer service awards, monthly performance recognition, and customer feedback for

outstanding service

Contact this candidate