Mamadou Diallo
Pickerington,Ohio
Summary
Experienced Help Desk Support Specialist with a Bachelors of Arts degree and proficiency in English, French, and various technical tools including CSG, AOS, NeustarTransunion, Microsoft Office Suite, Splunk, Wireshark, Linux, Windows, and iOS. Seeking a challenging role as a Lead to utilize my diverse skill set and passion for simplifying and enhancing the customer experience.
Overview
12
12
years of professional experience
Work History
Provisioning and Activation Center/PAC Rep2
Charter Communication
01.2024 - Current
- Monitored and resolved exception tasks from the billing and provisioning systems for all residential and commercial order activity.
- Responsible for Handling port in tasks by Submitting all relevant information needed to port in and activate a customer’s current telephone number and service.
- Processed escalations from various internal teams to resolve customer service issues stemming from port in/out, provisioning, and open orders.
- Processed inbound and outbound customer calls related to order exceptions, Such as TPV failures and LNP errors, which prevent orders from flowing properly.
- Actively and consistently support all efforts to simplify and enhance customer experience.
Customer Service Internet & Voice Repair Represent
Charter Communications
11.2022 - 01.2024
- Managed over 50 customer calls per day; troubleshot and repaired internet and voice issues.
- Tracked requests, documented problems, and recorded solutions for each customer interaction using A.O.S and C.S.G.
- Organized workflows to resolve customer internet issues; recycled equipment and scheduled repair tickets.
- Leveraged personal expertise and troubleshooting resolution trees to evaluate and solve technical problems.
Driver
Uber and Lyft
06.2016 - 11.2022
Bar Staff/Waiter
Reichenbach Hall
02.2013 - 06.2016
Education
Cloud+ - Cloud Computing/Cloud+
MedCerts
Remote 07-2024
Cybersecurity Certificate - Cyber Security
Chegg Skills
Remote03-2024
Google IT Support Professional Certificate - Google IT Support
Google
Remote11-2022
CompTIAA+ Certification - CompTIAA+
Per Scholas
Columbus Oh11-2022
Bachelor of Arts - Philosophy
General Lanssana Conte
Guinea 07-2010
Skills
Software and Tools: Microsoft Office Suite, Splunk, Wireshark, Linux, Windows2019, iOS, Snort, Neustar Transunion , CSG , AOS,
Cybersecurity: CompTIA A Certification, Hardware and Software Configuration,
Languages: English, French, Fulani
Timeline
Provisioning and Activation Center/PAC Rep2
Charter Communication
01.2024 - Current
Customer Service Internet & Voice Repair Represent
Charter Communications
11.2022 - 01.2024
Driver
Uber and Lyft
06.2016 - 11.2022
Bar Staff/Waiter
Reichenbach Hall
02.2013 - 06.2016
Cloud+ - Cloud Computing/Cloud+
MedCerts
Cybersecurity Certificate - Cyber Security
Chegg Skills
Google IT Support Professional Certificate - Google IT Support
Google
CompTIAA+ Certification - CompTIAA+
Per Scholas
Bachelor of Arts - Philosophy
General Lanssana Conte
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