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Technical Support Customer Service

Taylor, MI
April 15, 2024

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Ibraheem Khabir

Lincoln Park, MI *****


Seeking to join a group of motivated, like-minded, team-players in an environment where I can grow and develop new skills while utilizing my proven customer service experience. Authorized to work in the US for any employer

Work Experience

Cutomer Service Representative

Thomson Reuters - Ann Arbor, MI

November 2023 to March 2024

Interface with customers via email and chat

Answer product related questions

Escalate / report product issues or bugs

Maintain professional demeanor

Relay accurate information in a timely manner

Maintain case notes on all transactions

Technical Support Generalist (Remote)

Cbord - Ithaca, NY

February 2022 to September 2023

· Deliver technical and application problem resolution to end users via phone, email, and web portal

· Diagnose, troubleshoot, repair, and debug complex and proprietary computer system

· Create and maintain training materials and Knowledge Base articles for internal and external use

· Interface between vendors and end users for product troubleshooting, repair, and replacement

· Create, query, modify, and delete Oracle database tables as needed

· Develop more efficient processes for delivering support to customers Cbord Take-Aways

· Learned to create Knowledge Base Articles (technical writing)

· Developed more efficient process for gathering information for RMAs (product return / repair)

· Developed more efficient way to handle and process cases (tiered system for assigning cases based on experience and expertise)

· Learned to work with and depend on my team mates on a team with majority new employees and few senior leadership

· Learned to self-train a complex customization product with the materials and tools provided

· Founding DE&I Council member

· Training in ethnic diversity, gender identity and diversity, and ally-ship Technical Support Representative 1B

Barracuda Networks - Ann Arbor, MI

January 2020 to February 2022

· Same duties and responsibilities as previous employment with company. Security Officer LVL 1 / Fire Officer LVL 2 (Cross-trained) Allied Universal - Dearborn, MI

May 2019 to January 2020

· Report and document any and all incidents

· Uphold and enforce all company and client rules and regulations

· Perform patrols per post orders

· Respond to any and all emergencies including but not limited to fire, medical, hazard, and theft

· Perform escorts as needed

· Inspect and test fire equipment

· Issue hot-work and confined space permits

· Perform unlock requests

· Inspect, test, and maintain fire suppression system

· Other duties as assigned by supervisor or account manager Allied Universal Take-Aways

· Learned a lot about standard operation procedures SOP

· Demonstrated impeccable accountability

· Fine-tuned my attention to detail

· Accurate and professional reporting

· First Aid, CPR, and AED training

· Incipient Fire Fighting

Life Insurance Producer (Agent)

American Income Life - Troy, MI

September 2018 to February 2019

· Schedule Appointments with customers via phone and in-person

· Meet with clients in-person to present benefit package

· Ensure the accuracy of the application to prevent underwriting issues

· Convey the need for life insurance and answer clients questions

· Collect specimens when needed

· Maintain client relationships long-term customer support

· Recruit and train other producers (agents)

American Income Life Take-Aways:

· Learned to relate to vast array of different personalities

· Learned to be my own boss and manage my time and resources effectively

· Learned to be very accurate and pay close attention to detail, as this was essential to completing insurance applications

· Able to speak and connect to all different types of people

· Learned to present information effectively and professionally to clients Technical Support Technician / IT Personnel

CMC Solutions - Farmington Hills, MI

July 2018 to August 2018

· Update and maintain ticketing system

· Resolve internal and external tickets in a timely fashion

· Prepare servers for deployment

· Establish connectivity with client servers

· Attend and participate in meetings

· Other duties as assigned

CMC Solutions Take-Aways:

· Learned to work with a small team with limited resources

· Had to be a self-starter because I often worked without supervision

· Learned to be innovative to get the job done

Technical Support Representative 1B

Barracuda Networks - Ann Arbor, MI

May 2016 to July 2018

· Guide customers through entire process of backup and restore

· Comfortable working with Linux command line and Windows workstation / server environments.

· Performing system diagnostics on a Linux system. (ps fax, grep, df -h, top, and more)

· Network technologies such as TCP/IP, routing, subnetting, static routes, DNS, and DHCP, ect.

· Experience using troubleshooting methods such as trace route, ARP, ping, mtr, and packet capture.

· Basic knowledge of firewall configuration principals like NAT rules and port forwarding

· Experience troubleshooting Windows configuration issues in relation to employer’s product. Ex. DNS, DHCP, Windows VSS Writers and Shadow Storage. Newer to some mail functions but I have some conceptual knowledge.

· Basic experience with SQL and forming SQL queries

· Accurately and efficiently multi-task to balance case load

· Ability to read and follow technical documentation

· High Customer review rating (4.9 of 5)

· Excellent communication and documentation

· Moderate Experience building virtualized environments (Vmware/ Hyper-V)

· Intermediate knowledge of Active Directory set up and functionality with conceptual knowledge of LDAP

· Experience accurately walking customers through complex processes of restoring data for SQL, Exchange, Vmware, Hyper-V, Linux, Mac OS, and Windows in a step-by-step fashion while meeting them at their technical level.

Barracuda Take-Aways:

· Learned linux on the fly here from no exposure previously

· Developed and refined phone presence and soft skills

· Gained the ability to adapt and be productive even in challenging environments

· Dealt with a variety of customers from highly technical MSPs to Mom-and-Pop end users and being able to meet each at their level so that everyone feels engaged and respected throughout their experience.

· Studying for Network+ Cert.

Machine Operator: Barrel Line 2nd Shift

Marsh Plating Corporation - Ypsilanti, MI

August 2011 to November 2015

· Operate barrel line in a safe effective manner in accordance with health and safety guides

· [Much more experience here but unrelated to position applying for. Available on request] Marsh Plating Take-Aways:

· Self management. I ran my entire line by myself without supervision many times

· Trainer. I ended up training at least 5 other machine operators and countless temps during my time there.

Quality Auditor: 3rd Shift

Wellington Industries - Belleville, MI

January 2008 to December 2010

· Sign off on parts as they progress through various processing steps

· [Much more experience here but unrelated to position applying for. Available on request] USW Shop Steward:

· Represent all union members equally in every occurrence

· [Much more experience here but unrelated to position applying for. Available on request] USW Take-Aways:

· Honesty, integrity, and leadership

· Accountability. If I misrepresented a union member, it could cost them their job or position, which will affect their entire life.


Bachelor of Computer Science Bachelors of Science in Cyber Security Cybersecurity

Purdue University Global

May 2019 to Present

Associates of Applied Science in (Network Systems Administration) ITT Technical Institute - Canton, MI school closed September 2015 to September 2016




• Active Directory

• Linux


• Microsoft Windows



• Operating Systems

• Computer Networking

• Technical Support

• System Administration

• VMWare




• Oracle


• Help Desk

• Remote Access Software


• Network Firewalls

• Network Support

• Network Administration


• Jira

• Analysis skills

• IT

• Oracle

• Debugging

• Operating systems

• Linux

• Root cause analysis


• PostgreSQL


• Windows


• Computer networking


• Microsoft Windows Server

• Technical support

• Software troubleshooting

• Salesforce


• Leadership

• Network administration

• System administration

• Technical writing

• Ubuntu




• Firewall

• IT support

• Remote access software

• Network support

• Help desk


• Customer service

• Security

• Teaching

• Active Directory

• VMWare

• Documentation review

• Mac OS

• Google Suite

• Specimen collection / processing

• Organizational skills

• Network architecture

• Product development


• iOS

• Data analysis skills

• Computer skills

• Communication skills

• Analytics

• Computer hardware

• Manufacturing

• NetSuite

• Azure

• VoIP


Certifications and Licenses

First Aid Certification

Insurance Producer License

Driver's License

ASE Automobile Service Consultant Certification


Technical support: Customer situations — Proficient December 2021

Responding to technical support situations with sensitivity Full results: Proficient

Technical support — Proficient

November 2022

Performing software, hardware, and network operations Full results: Proficient

Basic computer skills — Proficient

January 2023

Performing basic computer operations and troubleshooting common problems Full results: Proficient

Written communication — Proficient

January 2023

Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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