Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
References
Work Availability
Timeline
Generic
Monique Mordi

Monique Mordi

Richardson,TX

Summary

Dependable IT professional with extensive experience at Commonwealth Financial Network, recognized for exceptional customer service and advanced problem-solving abilities. Demonstrated success in remote support and ticket tracking, leading to improved team collaboration and efficiency. Highly skilled in troubleshooting software issues, showcasing a strong adaptability in technical support environments. Career aspirations include further enhancing IT service delivery while fostering innovation in a supervisory role within the team.

Overview

13
13
years of professional experience
1
1
Certification

Work History

IT Help Desk Specialist

Commonwealth Financial Network
Waltham, MA
07.2021 - Current
  • Used ServiceNow to efficiently address tickets and deliver on SLAs, demonstrating my strong computer skills and proficiency in using different applications.
  • Managed sensitive conversations with affiliates and home office personnel, demonstrating my high-level customer service skills and ability to develop professional relationships.
  • Closely coordinated with department leadership to ensure collaboration between teams, showcasing my team-player attitude and ability to work effectively with others.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively via remote access, email, phone, and chat.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked with cross-functional teams to achieve goals.

IT Technician

Easy Link Tax and Insurance Services
Dallas, TX
05.2019 - 06.2021
  • Maintained user accounts in Active Directory and Exchange Server environments.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Provided training sessions for end users on how to use various software programs.
  • Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Maintained positive working relationship with fellow staff and management.

Architect

MCYDER GROUP
Kampala, Uganda
12.2011 - 04.2019
  • Evaluated progress made by contractors during different stages of the construction process.
  • Consulted with clients to discuss design options based on their budget constraints or aesthetic preferences.
  • Encouraged team collaboration and motivated individual employees through positive reinforcement and technical recognition.
  • Developed plans and specifications for building projects to meet the needs of clients.
  • Drafted technical write-ups of past projects for proposals and projects.
  • Created 3D or interactive structure designs using computer-aided design applications.
  • Provided guidance on interior design elements such as furniture layout and fixtures selection.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Education

Bachelor of Science - Business Administration And Project Management

Southern New Hampshire University
Manchester
12-2024

Post-Graduate Certificate - Effective Communications and Human Relations

Dale Carnegie
Dallas, TX
10-2022

Graduate Certificate - Computer And Network Administration

CCI Training Centre
Dallas, TX
05-2020

Bachelor of Science - Architecture

Kyambogo University
Kampala, Uganda
09-2015

Associate of Applied Science - Interior Design

Kyambogo University
Kampala, Uganda
09-2011

Skills

  • High-level customer service skills
  • Adaptability
  • Problem-solving skills
  • Relationship building
  • Communication skills
  • Remote support
  • Technical support
  • Ticket tracking

Accomplishments

  • Summa Cum Laude

Languages

English
Full Professional
Swahili
Native/ Bilingual
Arabic
Limited

Certification

  • Network +

References

References available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

IT Help Desk Specialist

Commonwealth Financial Network
07.2021 - Current

IT Technician

Easy Link Tax and Insurance Services
05.2019 - 06.2021

Architect

MCYDER GROUP
12.2011 - 04.2019

Bachelor of Science - Business Administration And Project Management

Southern New Hampshire University

Post-Graduate Certificate - Effective Communications and Human Relations

Dale Carnegie

Graduate Certificate - Computer And Network Administration

CCI Training Centre

Bachelor of Science - Architecture

Kyambogo University

Associate of Applied Science - Interior Design

Kyambogo University
Monique Mordi