Support Specialist Technical

FATHIA MOHAMED

*******.******@*****.*** Carpentersville, IL 630-***-****

IT & Technical Support Specialist

Customer-Focused CRM & Troubleshooting Expert Office & Remote Technology Support

Professional Summary

Experienced tech-enabled support professional with 17+ years in customer service, technical systems, and remote troubleshooting across multiple platforms. Adept at resolving issues related to hardware, software, and user access while maintaining compliance and documentation. Known for a collaborative, solutions-first approach and a strong ability to adapt to fast-paced environments. Ready to support the technology that drives safer and smarter communities at Motorola Solutions.

Core Competencies

- Hardware/Software Troubleshooting

- Help Desk & First-Line Tech Support

- CRM Tools: Salesforce, SAP-Like Systems

- Ticketing Systems & Documentation

- Email, Chat & Phone Support

- User Setup & Tech Onboarding

- Technical Issue Investigation

- Microsoft Teams / Zoom / Remote Tools

- Compliance & Dispute Resolution

- Conference Tech & Equipment Setup

Professional Experience

Verizon Wireless — Remote

Digital Technology Champion II Oct 2020 – Nov 2024

- Delivered high-quality remote tech support to users, troubleshooting issues involving systems access, software use, and hardware configurations.

- Resolved technical issues via phone, email, and internal ticketing systems while maintaining compliance and user satisfaction.

- Maintained detailed documentation of support interactions, resolutions, and customer history in CRM platforms.

- Trained peers and collaborated across departments to resolve persistent tech issues and support system upgrades.

- Managed inventory processes and supported remote onboarding tech setup for new employees.

JPMorgan Chase — Elgin, IL

Recovery Specialist II Sep 2011 – Dec 2016

- Provided support for clients encountering account lockouts, technical errors, and transaction problems.

- Worked with internal systems to investigate and resolve issues under tight compliance controls.

- Logged cases in service tracking systems and maintained accuracy in client documentation.

Aon Hewitt — Libertyville, IL

Senior Benefits Administrator Apr 2010 – Sep 2011

- Handled second-level support requests, including access errors, portal issues, and documentation management.

- Supported users with benefits platform troubleshooting and guided them through resolution steps.

- Ensured accuracy in records and compliance in document handling.

Education

Associate of Science – Business Administration & Management

Elgin Community College – Elgin, IL

High School Diploma

DeKalb High School – DeKalb, IL

Additional Information

- Languages: Somali (Professional), Urdu (Professional)

- Tools: Salesforce, CRM systems, Microsoft Teams, Zoom, Internal Ticketing/Order Systems

- Certifications: 2024 Pre-Leader Academy Graduate

- Security: Eligible for fingerprint background checks per CJIS Policy

- Availability: Open to flexible or on-site scheduling

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