KAMAL ANDALSI

816-***-**** - ad05ks@r.postjobfree.com

Customer Service Representative: IT Support Helpdesk Operations motivated to maintain customer satisfaction and

contribute to company success. Proven ability to establish rapport with clients and exceed expectations. Reliable and

driven, with strong time management and prioritization skills. Multilingual Arabic, English, and French.

WORK HISTORY

Insight Global /HP/ BofA Remote (Feb 2021 to August 2023) Helpdesk II Support Operations

• Provide tier 2 level technical support to clients via phone, email, and chat platforms; work with end-users to

diagnose and resolve routine technical software and Hardware issues in a timely manner and efficiently. • Track

and document all technical issues and the steps taken to resolve them; Escalate cases to upper-tier, engineering

team or other resources based on company guidelines..

• Support client questions and issues by gathering data about the problem they are experiencing, analyzing their

needs, and researching possible resolutions, then implementing the best solution to meet the specific situation. •

Stay current with product updates, system changes, and customer support team procedures and best practices.

Precision Document Solutions, Remote (Feb 2015 to Dec 2020) Dispatch/Helpdesk Support

• Act as a liaison between operations and customers in managing accounts and requests in most HCA divisions by

means of multiple systems (via phone, email, and Live Chat) / Service Desk

• Transferring inquiries to Precision Database; then generate service calls to field techs.

• Multitask between order entry, monitoring queues, problem resolution, and tracking shipments. • Engage with

clients in a friendly professional manner, and actively listen while interacting in accordance with the company's

guidelines.

• Reliable attendance and adherence to assigned schedule.

Federal Reserve Bank, KS (Dec 2013 to Nov 2014) Help Desk Support Analyst

• Utilized a variety of documented procedures and automated tools, to troubleshoot and change request tools to

research customer issues and provide technical problem-solving.

• Escalated complex problems to Tier 2 - Level Associates, as appropriate.

• Documented customer interactions into a call logging system for tracking purposes.

• Educated incoming users about online tools and learning systems to use them.

SPRINT PCS / CENTURYLINK, KS (July 2001 to Oct 2013) IT Operations Technical

Support II

• Assisted users with daily computer tasks, analyzing hardware, software, and network issues. •

Engaged proper groups to avoid major outages, triggering call spikes and downtime.

• Maintained field engineering activities during four market conversions in 33 States.

• Restored mailboxes, and accounts and assisted with Voice/Telephony issues.

• Offered tier-two technical support to an offshore group in resolving their user’s issues.

• Checked user’s accounts, group policy, and profile issues via Microsoft Active Directory. • Developed

strong time management and prioritization skills while handling multiple responsibilities under pressure.

EDUCATION

United Technical Institute, Oklahoma

• Data processing Specialist (Diploma)

Self-Paced and Other Training/Courses

• HIPAA CERTIFICATE (Health Insurance Portability and Accountability Act)

• Understanding Business Applications / The Importance of IT Services in an Organization •

The Process-based Approach to the Business Organization.

• The Art of Email Communication / Service Desk and Incident Management

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