Customer Service Support

OMAR ELBAKARY

**** ******** ** ***********, ** L*M 6M2

647-***-**** *********@*****.***

IT SUPPORT SPECIALIST

.Net Developer Application Support CCNA

Results oriented, innovative IT support specialist with years of extensive business applications support, incident management, and information systems administration experience within highly competitive markets. Analytical strategist skilled in conceptualizing and transforming company visions into workable realities. Adept at enabling effective detection and prevention of security risks and development of viable technical solutions. Clear communicator continually focused on building relationships and promoting collaboration across business lines to drive positive change. Easily able to communicate technical concepts to non-technical staff and clients. Expertise in systems, software, and office equipment migration with a proven history of continually exceeding goals and objectives.

Forward Thinker & Problem Solver Strategic Planning Staff Training & Leadership

Server & Systems Administration Relationship Building Change Management

Process Improvement & Efficiency Team Collaboration Customer Support & Service PROFESS IONAL EXPER I ENCE

MOSAIC EVENT AND PARTY RENTALS September 2014 - Present

.Net Developer, Application Support Analyst

Develop and implement desktop application, serving business requirements by storing customer and event information, output quotes with required items to rent, edit and generate different versions of quotes with updated information and generating final invoice.

Provide helpdesk support to users via phone, email, and face to face, for PC hardware, Ethernet LAN, MS Office products, anti-virus software, desktop management software, patch management, Windows 7, Windows 10.

Perform system and network problem analysis, monitoring network management systems and responding appropriately to user requests and problems.

Conduct problem analysis and either address problem directly or triage problem to other staff.

Document problems and follow-up on unresolved technical issues, conducting research and consulting with other staff as required.

Provided support and IT solutions to business and management with a focus on training, technical support, and problem resolution.

Monitored network usage ensuring cost-effective and efficient use of resources, delivering efficient, high quality improvements.

Train staff and provide testing, editing, and technical support for application.

Identify problems with company workflow and developed application to satisfy business needs, improving workflow and establishing customer database.

Create website and develop business application, revising system to further improve systems and address problems.

Technology Used: C#, MsSQL

GEORGINA TOWNSHIP September 2015 - December 2015

Helpdesk Analyst

Installed, supported, monitored and troubleshot hardware and software issues for more than 70 computers, including firewall management, IP routing, load balancing, Windows OS, Exchange, Active Directory, and Antivirus software.

Provided training to end-users and desktop and end-user support, improving departmental efficiency and reducing requests for assistance.

Drove and coordinated requirements gathering to achieve wider comprehensive and practicable set of requirements for team.

OMAR ELBAKARY Page 2

GEORGINA TOWNSHIP (Cont.)

Analysed and recorded systems issues, determined impacts, investigated causes, and determine solutions and actions for fixing. Analysed and modelled business processes with view of improving on as-is process.

Developed strategies, prepared technical documentation, and documented and filed IT inventories, repairs, and reports.

Highly organized and efficient project manager, overseeing and completing migration project in three months, one month prior to end date.

MUNICIPALITY OF GUELPH May 2015 - June 2015

Client Services Specialist

Worked in high pressure environment with team of 12 to support 1,200 computer users in different departments of municipality, from support staff to organization leadership, providing technical assistance and support for incoming queries and problems related to systems, software, and hardware.

Created and responded to service tickets either in person, email or over phone in timely manner.

Conducted daily maintenance and cleanup of computer systems, providing exemplary customer service.

Installed, modified, and repaired computer hardware and software, identifying ways to reuse resources and save company money.

ROBERT HALF TECHNOLOGIES August 2014 - February 2015 Desktop Support (Contractor)

Setup and deployed users laptops for training room and managed administrative access to network resources.

Provided support to end-users relating to hardware, software, LAN components, and peripherals.

Carried out on-site analysis, identification, and resolution of difficult desktop problems for end users.

Recommended and applied solutions for future training sessions. TARO PHARMACEUTICAL INC. January 2014 - June 2014

Help Desk Specialist

Setup, deployed, and maintained 150 users’ desktops and laptops and backed up and restored desktop and laptop images.

Managed user account administration, providing access to network resources and systems, according to assigned level of access.

Kept inventory records up to date.

Setup, configured, and provided support to end users relating to hardware and software, computer applications, LAN components and peripherals.

Installed, organized, tested, maintained, checked, and troubleshot end user workstations and interrelated hardware and software.

Wrote, updated, and maintained documentation, ensuring team was aware of policy changes. SIRIUS XM RADIO May 2013 - December 2013

Call Center Representative, Retention Department

Assisted customers with solving problems relating to bills and daily inquires on 24/7 shifts.

Handled customer service complaints and interpreted different options available to resolve problems over phone.

Liaised with technical support department regarding customer service complaints.

Handled multiple tasks by, receiving inquiries, searching database for answers and reporting. EDUCAT ION & CERT I F I CAT IONS

Bachelor of Technology Information, Information Management, Honors Cape Breton University, Nova Scotia 2012

Cisco Certified Network Associate (CCNA), 2016

Business Analyst Certificate, UTM, Expected 2016

Contact this candidate