Muna Mohamed
Columbus,OH
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
6
6
years of professional experience
Work History
Service Desk Analyst 2
Ohio Department Of Administration Services
2022.07 - 2024.04
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Streamlined service desk operations for increased productivity through effective task prioritization and time management.
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
- Documented resolutions for recurring issues, creating knowledge base that facilitated faster issue resolution.
- Developed strong working relationships with colleagues across departments, fostering positive work environment focused on teamwork and communication.
- Managed 30+ critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
- Maintained high-quality service standards by adhering to established processes and guidelines.
- Expertly managed escalated tickets from initial contact through successful resolution while maintaining excellent communication throughout process.
- Contributed to process improvement initiatives for better service delivery and streamlined workflows.
- Trained new hires, ensuring smooth transition into team and improving overall performance.
- Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear solutions.
Service Desk Analyst
Ohio Department of Administration Services
2019.12 - 2022.06
- Provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
- Resolved technical issues by troubleshooting
- Logged support tickets and closed when issues were resolved
- Managed 40+ call flow and responded to technical support needs of customers
- Resolved customer issues in clear, courteous and straightforward manner
- Worked closely with team members to meet or exceed all customer service requirements
- Responded to incoming requests for technical support assistance
- Engaged in user support interactions via telephone and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Resolved common user concerns by utilizing preset issue resolution scripts.
Service Desk Analyst
PCM
2018.12 - 2020.02
- Conducting in-depth product and issue resolution research to address customer concerns
- Engaging end users and answered questions via email, phone, website live chat and in forums
- Logging support tickets with service now and closed when issues were resolved
- Maximizing use of hardware and software by training users and interpreting instructions
- Building and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
- Demonstrating professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
- Documenting all transactions and support interactions in system for future reference and addition to knowledge base
- Providing Tier 1 IT support to non-technical internal users personnel through desk side support services
- Resolving technical issues by troubleshooting
- Gathering pertinent data, identified and evaluated options and recommended effective course of action to solve software issues.
Technical Support Representative
Spectrum
2018.08 - 2019.02
- Assisted 30+ customers in identifying issues and explained solutions to restore service and functionality.
- Resolved customer issues in clear, courteous and straightforward manner
- Identified and solved technical issues with variety of diagnostic tools
- Developed and tested new product offerings
- Conducted research to address customer concerns
- Appropriately documented all transactions and pertinent interactions
- Managed customers' expectations and experience to high degree of customer satisfaction
- Followed up with clients to ensure optimal customer satisfaction.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
Education
Medical Billing & Coding Certificate - Medical Billing & Coding
DeVry University
Downers Grove, IL06.2019
Skills
- Application support
- Technical issues analysis
- Collaborative Team Player
- Creative Issue Resolution
- Call Center Operations
- Tracking and Documentation
- Documentation Development
- Analytical and Methodical
- Service Desk Team Management
- Customer Needs Assessment
- Call Management
- Highly Professional
- Problem-Solving
- Organizational Skills
- Attention to Detail
- Desktop support
- Interpersonal Skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Work-life balanceCareer advancementPaid time offPaid sick leaveFlexible work hoursWork from home optionPersonal development programsCompany CultureTeam Building / Company RetreatsQuote
Never let yesterday use up too much of today.
Will Rogers
Timeline
Service Desk Analyst 2
Ohio Department Of Administration Services
2022.07 - 2024.04
Service Desk Analyst
Ohio Department of Administration Services
2019.12 - 2022.06
Service Desk Analyst
PCM
2018.12 - 2020.02
Technical Support Representative
Spectrum
2018.08 - 2019.02
Medical Billing & Coding Certificate - Medical Billing & Coding
DeVry University
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