Mohammad Ovi
Brooklyn,NY
Summary
Client-focused IT support professional with proven troubleshooting skills and extensive experience in network configuration. Adept at providing hands-on technical support and resolving complex issues, offering a blend of technical acumen and customer service excellence. Eager to leverage these skills in a dynamic team environment to enhance customer satisfaction and service reliability
Overview
6
6
years of professional experience
1
1
Certification
Work History
Store Associate
Macy's Inc
Queens
01.2023 - Current
- Provided customer support to an average of 15+ customers per hour, consistently exceeding satisfaction ratings
- Improved inventory management efficiency by 10%, reducing item search time and enhancing store organization
- Collaborated with IT for point-of-sale system troubleshooting, enhancing technical problem-solving skills
- Increased sales of promoted items by 15% through targeted merchandising and customer engagement strategies.
Customer Support Associate
ProPark Mobility
Long Island Jewish Hospital, Queens
05.2021 - 12.2022
- Provided timely customer support to 150+ patrons daily, resolving payment processing errors, tracking equipment issues, and ensuring timely resolution
- Utilized ticketing system and payment processing equipment to resolve customer issues, ensuring smooth entry and exit
- Collaborated with colleagues via the ticketing system to troubleshoot complex customer inquiries, share knowledge, and improve overall service efficiency
- Demonstrated adaptability by troubleshooting diverse customer inquiries, including payment discrepancies and directional assistance.
Patient Care Coordinator
Dr. Zaber Khan Medical Office
Brooklyn
12.2020 - 04.2021
- Managed confidential patient information for 20+ active accounts, including contact details, insurance, and billing within a secure EHR database
- Communicated with patients via email, phone, and in-person to provide appointment scheduling, answer questions about billing, and clarify pre-visit preparation
- Maintained confidential patient data within a secure electronic health record system, prioritizing accuracy and compliance with HIPAA regulations
- Collaborated with colleagues to troubleshoot minor EHR system issues, ensuring efficient workflow
- Performed data analysis tasks using Excel to support billing, reporting, and patient record management.
Customer Support
Boost Mobile
New York City
06.2018 - 11.2020
- Provided technical support and troubleshooting for mobile devices and services, utilizing a web portal for service management
- Fostered strong vendor relationships, coordinating IT procurement including negotiating pricing and managing delivery schedules, addressing technical specifications and compliance documentation
- Managed inventory with a focus on IT assets, organizing items by technical specifications, and maintaining system documentation for tracking and deployment
- Handled IT service requests, ensuring the timely resolution of hardware and software issues, including the coordination of replacements or repairs
- Enhanced IT service delivery by offering exceptional customer support, contributing to system optimization, and achieving a high rate of client satisfaction and retention in a technology-driven environment.
Education
Bachelor of Technology - Computer Systems Technology
CUNY New York City College of Technology
Brooklyn, NY08-2024
Associate in Applied Science - Computer Information System
CUNY New York City College of Technology
Brooklyn, NY01.2023
Skills
Network Admin List: Cisco Networking Equipment, Firewalls, OSPF, EIGRP, Vulnerability Scanning, ACLs
Desktop Support List: Windows, Linux, Help Desk Software (Zendesk, etc), Troubleshooting, Active Directory, Hardware/Software Diagnostics
IT Security: Firewall Configuration, Incident Response, Vulnerability Scanning
Troubleshooting: Hardware/Software Diagnostics, Network, Performance Optimization
Operating system: Windows, Linux, iOS
Tools and Technologies: VMware, Docker, Cisco Networking Equipment
Programming Languages: Python, Java, JavaScript, PHP
Web Development: HTML5, CSS3, React, Nodejs
Customer Service Skills: Effective Communication, Patience, Empathy
Coursework
- System Admin- Windows & Linux
- Advanced Single - LAN
- Database Systems- SQL
- IT Service Management
- Interconnectivity
- Networking Security
Projects
Project Title: DHCP Configuration and Network Outage Troubleshooting Simulation
• Designed and implemented a simulated network using Packet Tracer to manage dynamic IP allocation with primary and failover DHCP servers, mirroring real-world network setups.
• Configured DHCP servers on Windows systems, managing address pools, lease durations, and reservations to ensure seamless connectivity for network devices.
• Troubleshoot and resolved a simulated network outage caused by DHCP scope exhaustion using systematic troubleshooting techniques relevant to real-world network management.
• Restored network connectivity by reconfiguring DHCP settings, demonstrating the ability to diagnose and address common DHCP-related issues
Certification
- Google IT Support Specialist,
- Cisco Packet Tracer,
- Information Security, Federal Emergency Management Agency,
Awards
- Dean's List
- Peter F. Vallone Scholarship
Timeline
Store Associate
Macy's Inc
01.2023 - Current
Customer Support Associate
ProPark Mobility
05.2021 - 12.2022
Patient Care Coordinator
Dr. Zaber Khan Medical Office
12.2020 - 04.2021
Customer Support
Boost Mobile
06.2018 - 11.2020
Bachelor of Technology - Computer Systems Technology
CUNY New York City College of Technology
Associate in Applied Science - Computer Information System
CUNY New York City College of Technology