Call Center Help Desk
Resume:
Yasir Ahmed
Cell# 416-***-****
*******@***.***
CAREER OBJECTIVE
Obtain a position in company where I can maximize my skills, quality, and hardworking experience.
Relevant Skills and experience
Communicated with customers, determined needs identified and resolved any queries.
Create and format professional document using MS Word, Excel and PowerPoint.
Experience using database queries in SQL Server and MS Access
Good typing speed with accuracy
Design spreadsheets and charts using Excel.
Customer oriented team player, and quick learner.
Advance Knowledge of Computer Hardware.
Good understanding of business processes
Excellent experience troubleshooting systems and applications
Ability to work under pressure, manage time and meet deadlines.
Proven organisational skills along with the ability to establish priorities and meet deadlines whilst preserving the highest levels of accuracy and confidentiality.
Employment History
Home Hardware St. Jacobs, ON August 2022 to Present
Position: EDI Services Implementation Analyst
•The primary objective of this role is to provide technical assistance to external vendors in EDI transmissions.
•Onboard clients from test to production 810s,850s documents.
•Monitoring the queue for ASNs error and respond to it timely manner.
•Monitor data exchanges between our systems and external partners.
•Manage reported incidents and correct each case in a timely manner
•Work with internal teams on projects.
•Be responsible for the quality of the work assigned.
•Monitors EDI transactions through the FTP, VAN and AS2 connections to ensure all transmissions are complete and valid.
•All other related tasks
Commport communications Aurora, ON February 2019 to Aug 2022
Position: Help Desk Analyst
•Respond to Customer Inquiries by always monitoring the incoming Help Desk email queue, document and track all communication pertaining to the issue/request, respond to customer’s requests within defined timeframes, and ensure completion of an issue if it has been escalated for resolution
•Handle Internal Alerts by always monitoring the alert system, document and track all activity pertaining to that alert, work with customers or coworkers to determine a solution
•Set up Customer/Trading Partner relationships
•Track & Trace
•EDI Analysis
•Communicate with other departments to achieve resolutions
•Consistently documenting and reviewing our handling of support requests and assessing each for
Opportunities for improvement
•Responsible for communicating through a support request from initiation to completion
•Initiating internal Emergency Notifications when processes are down, and customers are impacted
•An understanding of EDI, XML, positional and delimited flat file, and other file structures to investigate errors and perform compliance and regression testing on new implementations and integration projects.
•Monitoring email and system alerts and utilizing basic knowledge of communication protocols including FTP and AS2 for troubleshooting with customers, trading partners, and other service providers to resolve the cause of the alerts.
•Utilizing strong problem-solving skills, proprietary tools and process flow diagrams for track and trace requests to locate missing transactions and identify the cause of the issue
•Follow provided Escalation plans for issues that cannot be resolved.
•Entering all support tasks into Microsoft Dynamics CRM 4.0 for tracking. Creating and being assigned Cases and activities, logging notes and follow-ups, monitoring Cases to ensure timely responses and closing completed activities and Cases.
•Utilizing collaboration software Microsoft SharePoint to fine and share documentation
Longo's Vaughan, Ontario Nov 2017- Dec 2018
Position: Customer Service
Delivering world class customer service and building customer satisfaction and loyalty. Providing effective resolution of a range of inquiries including product information, customer care, operation policies and company’s information. Task includes:
Handles inbound calls and emails for customer inquiries, complaints, or requests, including processing of orders placed on Grocery Gateway
Takes and processes orders, receives and responds to customer inquiries, complaints and/or requests.
Build external customer relations by ensuring that an exceptional level of service is provided to every customer, every time
Conduct outbound calls and initiate customer contact and follow up on service received
Coordinate activities with other internal departments
Resolve customer concerns and give feedback on suggestions
Support special projects as required
Springhill Suites Vaughan, Ontario July 2017- Nov 2017
Position: Maintenance
Responsibilities:
perform minor fixes such as repairing broken locks, filling gaps on walls etc, check control panels and electrical wiring to identify issues, install appliances and equipment, conduct maintenance tasks such as replacing light bulbs, inspect and troubleshoot equipment and systems (e.g. ventilation), check functionality of safety systems (e.g. fire alarm), collaborate with workers and other professionals during renovations, report to a facilities or maintenance manager for issues, perform cleaning activities such as dusting, mopping etc.
Longo's Vaughan, Ontario Nov 2015- Dec 2016
Position: Kitchen Assistant / Cook
Responsibilities:
Provided customers with immediate service.
Product preparation.
Merchandising and product displays.
Maintenance of product quality by checking dates and rotating products.
Following Food, Health and Workplace Safety standards.
A6 Support North York, Ontario Mar 2013- Sep 2015
Position: Held Desk / Technical Specialist
Responsibilities:
Provided high level technical expertise and problem solving in relation to desktop technologies, including laptops, peripherals, installed applications and printers and other technologies as needed.
Provided customer and technical support to the customers and repairers for Notebooks, Desktops, Printers, Projectors and scanners from major manufacturers.
Walk through the customer setting up the printers, scanners and other external devices to the notebook and desktop computers.
Diagnose and troubleshoot problems in notebook, desktop computers and audio visual devices
Education & Diplomas
Security Guard License and CPR level-C from Paragon Security.
Completed High School at Huron Heights Secondary School
Computer Hardware and Software Knowledge.
Certificate of Web Designing, Pc Horizon Karachi, Pakistan (Year, 2002)
Contact this candidate