SAFIYA IBRAHIM

adj3w2@r.postjobfree.com 857-***-****

* ******* **, ******, *************, 02119

EDUCATION

Northeastern University, Boston, MA Dec 2021 Candidate for Bachelor of Science in Computer Engineering Tech Honors: Dean’s List 2017-2018

Bunker Hill Community College, Boston, MA July 2018 Candidate for Associate of Science in Computer Science Honors and Awards: Dean’s List 2016 -2017, Phi Theta Kappa Scholar, Honors Scholar SKILLS

Strong computer aptitude with the ability to learn quickly and apply new knowledge and experience with Microsoft products

Skill in answering calls and communicating via email in a professional, pleasant and helpful manner

Strong communication and multi-tasking skills with a focus on strong attention to detail

Srong maturity, professionalism, and judgment; ability to complete most work with minimal supervision

Strong proficiency in Microsoft Excel, HTML, basic SQL, or report creation experience desired

Demonstrated ability to manage time and workload to multitask and achieve goals in a deadline-driven environment while maintaining strong attention to detail

Strong aptitude to quickly learn and retain technical skills and institutional knowledge

Language: Arabic, Somali (Fluent)

WORK EXPERIENCE

IT Engineering Co-op, Employee Tech Onboarding, Wayfair, Boston, MA June 2020 - December 2020

Providing technical support and assistance with installing software and troubleshooting Windows operating systems and MAC OS through calls, ticketing systems and emails.

Physically deploying new hire hardware setups throughout for the offices, troubleshooting any hardware problems along the way

Imaging client PCs via SCCM and JAMF systems, also performing troubleshooting within the imaging process

Fulfilling software requests via Active Directory, SCCM, JAMF, and remote assistance

Implement improvements to deliver better service to our managers and their new hires Customer Experience Student Employee, Northeastern University IT, Boston, MA September 2018 - June 2020

Assisting Northeastern community end-users with technical troubleshooting & resolution of issues with software, hardware, networking and university applications

Providing Tier 1 support utilizing ITSM Service Now to manage support requests and incidents Call Center Representative, Comcast, Boston, MA September 2016 - August 2018

Handle 50+ customer interaction per day, giving detailed personalized, friendly, and polite service to ensure customer rentention and satisfaction

Collect source data such as customer names, addresses, phone numbers, credit card information and enter data into various customer service software

Taking orders, inputting orders into proprietary systems and providing customer with order numbers and appropriate delivery date

Discussing billing issues with customer and providing possible solutions

Trained three other new employees in customer service script recitation, conflict resolution, and data entry practices

Escalating customer calls to supervisor, if needed VOLUNTEER EXPERIENCE

O’Bryant Writer’s Room, Student Instructor, Roxbury, MA September 2018- December 2018

Provided one on one tutoring to students ranging from sixth to twelfth grade, primarily providing developmental and facilitative writing feedback

LEADERSHIP

Contributing member of Testing and Quality Assurance for Code for Community

Vice President of Academics at Student Government Association (SGA), Bunker Hill Community College