Mohammed Rahmi

Providing IT support service in business. Providing technical assistance to customers. Assisting with the integration, installation and configuration of networks. SSL certificates renewal Management of PRTG alerts Configuration of VPN accounts Managing VMware, Hyper-V and Azure VM’s Configuration of firewall rules Management of server maintenance VPN site-to-site creation Participating in projects Verification of customer backups Maintaining customer technical documentation.

Deployment of updates User support Creation of virtual machines and integration according to business needs Management of physical and virtual servers Internal project deployment Maintaining up-to-date documentation Vulnerability management

- Receive tickets from users and provide first and/or second level support for technical questions concerning software, workstations and their related equipment (microcomputers, printers, servers, etc.) and accompany customers in problem solving - Route requests for resolution of third level problems to the persons concerned - Document information on the various technical aspects for Groupe Deschênes and participate in the optimization of procedures - Prepare and deliver user training - Be up to date with new developments in networking and office solutions (journals, conferences, research, training)

- Provide quality customer support for all incoming contacts (via call, chat, email or web ticket) for IT-related issues or requests - Perform diagnostics, troubleshooting and resolution activities for incidents or requests being reported, based on knowledge articles for incident or request processing & fulfillment - Appropriate use of all tools available for resolution activities (remote take-over, knowledge base, ticketing systems, communication) - Log & categorize all contacts within an incident management (ticketing system) tool - Assign contacts that cannot be resolved on the first contact to 2nd/3rd level support teams as per the knowledge base - Collaborate with 2nd/3rd level teams as required - Ticket Follow-Up: monitor personal ticket queue daily and take appropriate action - Identify and escalate urgent / priority incidents as required - Develop knowledge and keep up to date on new processes or procedures

- Maintained customer records by updating demographics or account’s info - Made outbound calls to resolve disputes - Gave customers the balance, expiry dates and updates on their files - Doing follow-up on my personal queue and once the work-case is done, I called customers to give them updates - Offering personal loan at the end of the call - Waived interests on file following policies and procedures - Served friendly, hardworking and punctual agent - Responded to problems with excellent troubleshooting abilities

- Received inbound calls to make an address change, send a magazine and/or change of name - Assisting customers to login online and resolving technical issues - Renewed subscriptions over the phone - Made outbound calls to remind customers about the expiry date of their subscription