Guy Shamwol

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Documented support interactions for future reference.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Managed high levels of call flow and responded to customer technical support needs.
• Responded to customer inquiries and provided technical assistance over the phone.

Anone is an IT Agency with which I am currently employed and assigned at BNP Paribas Canada in Montreal where my daily tasks are:

• Hands-on experience with Windows/Linux/Mac Os environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Engaged in user support interactions via telephone, chat and email platforms.
• Resolved common user concerns by utilizing preset issue resolution scripts.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.

I supervised employees at the factory site and my tasks were to make sure all the regulations are followed through while the production is taking its course.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Monitored workflow to improve employee time management and increase productivity.
• Evaluated employee performance and coached and trained to improve weak areas.
• Achieved results by working with staff to meet established targets.
• Maintained compliance with company policies, objectives, and communication goals.
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Conducted routine inspections to check quality and compliance with established specifications.

• GDH Consulting Group partnered with Tyson to train their farmers that were around the Southern States of America
• Customer services tasks for client were as listed below: Traveling to client sites to train them on how to use SAP
• After training them, I will stay in contact with all trainees and help them remotely by troubleshooting any issues that may occur
• Being patient with trainees was crucial because most of them were not tech-savvy
• Having clear and constant communication with trainees through phone calls, email, and Zoom calls
• It was a six-month contract.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented support interactions for future reference.

• Creation of a website on behalf of students and faculty members, development of websites and applications according to established specifications
• Troubleshooting client sites remotely
• Taking calls and in-office meetings for faculties members in need of an emergency troubleshooting
• Development of the functionalities of a WordPress, SharePoint, and PowerBI application), program coding in C# and JavaScript
• Monitor the IT ticketing system throughout the day and promptly address tickets in alignment with the University IT Department
• Keep the IT asset register up to date with the most current information
• Uploading and downloading of data files to support client file processing
• Updating and maintaining databases in support of various periodic reports
• Support project teams with data collection and cataloging.
• Provided front-end website development using WordPress, Hubspot, and other editing software.
• Discussed site and app requirements with clients to produce actionable development plans.
• Applied emerging technologies to update and maintain site applicability.

• Updating of machine maintenance files, and recording of preventive maintenance actions
• I helped the students and assisted them in the computer rooms around the campus.
• Maintained office PCs, networks and mobile devices.
• Set up PCs, projectors and microphones for use in video conferencing rooms.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Managed system-wide operating system and software deployments as well as related software upgrade problems.

• Reception of deliverers and postmen, sorting and distribution of mail, preparation of envelopes for dispatch (putting in envelopes, weighing, postage)
• HR data management: follow-up of absences and leave requests, processing of sick leaves, the transmission of elements for payroll, management of PDEs
• Invoicing processing respecting deadlines and procedures: issuing invoices and credit notes, monitoring payments, customer reminders, and updating tables
• Processing incoming and outgoing mail
• General administrative tasks such as scanning/printing/data entry/filing.
• Performed routine clerical tasks by scanning, filing and copying documents.
• Screened phone calls to take messages and route calls to appropriate personnel.
• Maintained office equipment and placed orders for materials in short supply to manage office supply inventory.