Customer Service It Support

Omer Mohammed

Contact Information:

**********@*****.***

Professional Summary

Detail-oriented and tech-savvy professional with extensive experience in customer service, security operations, logistics coordination, and IT support. Skilled at troubleshooting, technical assistance, incident management, and providing exceptional client service. Certified in Network+, CCNAv7, IT Essentials, and Life & Health Insurance. Strong communicator with multilingual abilities, seeking to leverage skills as a Help Desk Support Specialist.

Core Competencies

- Technical Troubleshooting & Remote Support

- Customer Service Excellence

- Incident Response & Reporting

- Ticketing Systems (e.g., ServiceNow, Zendesk familiarity)

- Post Order Compliance & Security Monitoring

- Microsoft Office Suite (Excel, Word, PowerPoint)

- Basic Networking and IT Essentials (Network+ Certified)

- Operational Efficiency & Problem-Solving

- Logistics Coordination & Asset Management

- Multilingual Communication (English, Arabic, Amharic, Tigrinya) Certifications

- CompTIA Network+ Certificate

- CCNAv7: Introduction to Networks Certificate

- IT Essentials Certificate: Comprehensive

- Life, Health & Travel Insurance License

- Washington Seal of Biliteracy

CISCO CompTIA Network+ Certificate

Life, Health & Travel Insurance License

Washington Seal of Biliteracy

Technical Skills

- Microsoft Office Suite (Word, Excel, PowerPoint)

- Network Troubleshooting & Basic Configuration

- Incident Management Systems & Reporting Tools

- Familiarity with Ticketing Systems (ServiceNow, Zendesk)

- Data Analysis and Scheduling Tools

- Remote Desktop Assistance

Professional Experience

Security Officer Securitas Security Services USA Auburn, WA 07/2022 - Present

- Supervise and monitor premises to ensure personnel and asset safety through regular patrols and surveillance systems.

- Conduct access control, verify credentials, and respond promptly to incidents with detailed reporting.

- Collaborate with team members for operational continuity and incident resolution.

- Use technical troubleshooting skills for security systems and operational support. Customer Service Representative Finance and Industrial Trust [Remote]

- Provided technical support and training to customers on blockchain technologies and cryptocurrency wallets.

- Assisted customers with troubleshooting and resolving transaction issues.

- Created educational materials to streamline customer support and improve user experience.

- Collaborated with technical teams to enhance platform usability. Sales Representative Vector Marketing Remote

- Delivered virtual product presentations and achieved high customer satisfaction.

- Developed time management, organizational, and remote customer service skills. Logistics Coordinator Kenworth Renton, WA

- Managed fleet asset utilization and coordinated driver schedules.

- Monitored compliance with Hours of Service regulations.

- Resolved urgent logistical issues, ensuring high customer service levels. Aircraft Logistics Agent UPS Boeing Field

- Coordinated cargo and logistics operations for Boeing aircraft.

- Monitored loading/unloading and ensured compliance with safety protocols.

- Acted as liaison between maintenance teams, flight crews, and ground operations.

- Provided excellent customer service regarding cargo handling and timelines. Shift Supervisor & Security Officer SunState Security

- Directed daily security operations, supervised and trained new hires.

- Maintained post order manuals, enforced emergency protocols.

- Resolved incidents and maintained system security integrity. Warehouse Associate Amazon Fulfillment Center 04/2019 - 09/2020

- Managed inventory via scanning/documentation.

- Operated pallet jacks and maintained safety regulations across warehouse activities. Languages

- English (Full Professional Proficiency)

- Arabic (Full Professional Proficiency)

- Amharic (Native/Bilingual Proficiency)

- Tigrinya (Native/Bilingual Proficiency)

Key Achievements

- Achieved 95% customer satisfaction rating at Finance and Industrial Trust.

- Played key roles in training and supervising teams, boosting operational efficiency.

- Implemented safety and sales measures, increasing overall performance.

- Developed FAQs and troubleshooting guides to enhance customer service operations. Education

High School Diploma

AA Information technology

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