Mohamed Hassan

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing Hardware and software support to users and developing and implementing technical solutions. Adept at analyzing system/application performance to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Full driving license.

• 2021-07-01, Accenture, Service Desk Analyst 1st/2nd Line Service Desk, Providing IT technical support queries on a 1st and 2nd line level, for all Learning and Media users in the Netherlands and Belgium; Proactive dealing with user issues and taking ownership of problems by phone, email and chat; Liaising with members of the IT department to ensure that they are kept up to date on relevant issues serving as the first point of contact for users seeking technical assistance over the phone, chat or email. Monitor and track Service Desk tickets within ServiceNow, chasing updates and resolutions and adhering to SLAs until the issue is resolved; Recording events and problems and the resolution in ServiceNow. Walking through the user the problem-solving process and directing unresolved issues to the next level of support. (internal 2nd and 3rd line support groups or 3rd party software and hardware service providers) Performing remote troubleshooting through diagnostic techniques and pertinent questions. Passing-on any feedback or suggestions by users to the appropriate internal team. Identifying (repeat issues) and suggesting possible improvements on procedures. Supporting with Office 365, Active Directory,Microsoft azure, Windows, and basic networking queries and troubleshooting; Produce documentation of procedures relating to 1st and 2nd line support; Effectively resolving hardware, software, printer, and/or networking problems;
• 2019-09-01, 2021-01-01, DXC Technology, Providing first-line technical support for pfizer’s vaccine manufacturing site in puurs belguim and in the netherlands Working remotely to diagnose and solve customer problems over the phone, via web collaboration and email Dealing with enquiries which can vary from product feature or specification queries to repairs and part replacements. Taking full ownership of each customer case, using your independent judgment and experience to diagnose and troubleshoot problems or identify cases for escalation. Delivering on individual performance metrics and customer service related targets Taking responsibility to deliver a high degree of customer service satisfaction, combined with a passion for learning and developing your technical competencie
• 2011-09-01, 2019-01-01, FIS Global, Customer Service / Fraudcast Analyst, Resolve Complex telephone queries from dutch credit card holders, Representing the client in a positive and professional manner Act as a point of contact for the bank’s internal departments Complete back office administration task accurately and promptyly Providing first-line technical support Working remotely to diagnose and solve customer problems over the phone, via web collaboration and email Dealing with enquiries which can vary from product feature or specification queries to repairs and part replacements. Taking full ownership of each customer case, using your independent judgment and experience to diagnose and troubleshoot problems or identify cases for escalation. Delivering on individual performance metrics and customer service related targets Taking responsibility to deliver a high degree of customer service satisfaction, combined with a passion for learning and developing your technical competencie Carry out any other reasonable task as requested by the team manager Travel lodge business cards.activating credit cards Al Rayan Bank.blocking credit cards outside office hours Post office travel money cards.blocking credit cards outside office hours National book token.password resets Aid with customer services for Cumbernauld. Lasercard-blocking credit cards outside office hours Inbound and outbound falcon/OPS fraud monitoring Use various tools to identify and prevent fraudulent orders from processing. Determining level of compromise and taking appropriate security measures to Protect the customer from additional fraud Identify credit card behaviours that pose future risk to the client and the bank Processing fraud disputes/translating them. Challenge yourself to go one better for clients and raise the bar for excellence in customer service.
• 2011-04-01, 2011-07-01, Lozellz Internet and Computer Repair, Assistance Administrator, Computer maintenance Till work, general retail work helping with general computer queries
• 2010-11-01, 2011-02-01, Efunds international, Customer Service Analyst, Inbound &outbound calls Helping customers with general inquiry Activating or deactivating credit cards Verifying and monitoring transactions (on the night shift) Assisting customers in understanding their bil,processing transactions and making payents Mainting customer profile and ensuring proper documentation is provided and obtained Ensuring compliance with regulations regarding to consumer confidentialy
• 2009-05-01, 2010-10-01, Diamond Telecom, Assistance Administrator, Working in an internet café Till work, general retail work Serving customers and answering queries Ordering and collecting customer goods Helping with general computer queries
• 2005-11-01, 2008-12-01, landrover, Quality Inspector, Complying with standards of safety, company policy, and legal regulations that apply to the product Assessing whether the finished product reflects goals set out by the original project plan Filling out required paperwork Approving or rejecting raw materials with respect to quality standards and record supplier performance

Servicenow micro certification