Mohammed Amine Rabii - NOC Technician - Helpdesk specialist

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Resume created on DoYouBuzz

Experiences

- Acknowledging tickets via email and on ERP systems including Service Now
- Liaising with local delivery partners to co-ordinate onsite activities
- Producing internal and customer documentation for local delivery partners
- Checking that local delivery partners are on site and monitoring the intervention
- Escalating issues on site to either internal 2nd Level support or external support
- Ensuring all documentation and protocols are complete at the end of the intervention

- Monitor network performance and ensure the availability of network services.
- Identify, troubleshoot, and resolve network issues and outages promptly.
- Perform routine network maintenance and updates to ensure optimal performance.
- Collaborate with the engineering team to - - -- implement network improvements and upgrades.
- Provide technical support and assistance to clients, addressing their network-related concerns.
- Document network issues, solutions, and maintenance activities for future reference.
- Participate in an on-call rotation one week per month to handle after-hours emergencies.
- Ensure compliance with network security protocols and best practices.
- Assist in the deployment and configuration of network hardware and software.

• Provide timely and empathetic help to customers via phone, email, and remote desktop applications.
• Troubleshoot software and hardware issues, guiding clients through step-by-step solutions.
• Document and track customer issues and resolutions within our ticketing system accurately.
• Stay updated with new technologies and system updates related to our products and services.
• Offer suggestions for product improvement based on customer feedback.
• Train users in new and existing IT systems.
• Work closely with the IT team to escalate issues as necessary and follow up on the resolution.

- Resolve Client technical incidents.
- Guarantee the processing of user requests (Calls + Emails).
- Maintain dialogue between the different levels of support.
- Contribute to business improvement.
- Guarantee 24/7 monitoring of the customer's network infrastructure and alarms.
- Perform daily back-end testing and report any anomaly to the L3
- Handle Onboarding / Offboarding of users
- Documentation and mapping of new tools or software deployed

- Serve as the first point of contact for customers seeking technical assistance
  over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent
  questions.
- Determine the best solution based on the issue and details provided by
  customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal
  team.
- Identify and suggest possible improvements to procedures.

- Manage eCommerce accounts located in UAE KSA and Kuwait.
- Handle accounts “Ecommerce companies” payments.
- Manage all express and domestic shipments related to the assigned accounts.
- Coordinate with warehouse team and express team to clear pending
  shipments.
- Ensure high service level and minimize undelivered shipments.
- Coordinate with customs to release shipments under investigation.
- Prepare all related freight documents.
- Schedule monthly and weekly meetings with the accounts managers in order
  to correct and enhance service level

- Research and resolve all fraud complaints.
- Understand the requirements of stakeholders and map them with the data
  sources/data warehouse.
- Ensure High Quality of interaction with the customer while verifying the
  transactions.
- Prevent coupon, inventory and debit card fraud.
- Extract and analyses all suspect transaction.
- Verify all chargebacks received from the banks.
- Analyze monthly fraud reports and verify possibilities to build secure online
  shopping experience.
- Analyze All day to day transactions and detect anomalies.
- Prevent system abuse and analyze all promo codes.
- Analyze customers shopping behavior and detect possible money Laundering.

- Coordinating deliveries between logistics department & CS team.
- Escalating financial issues related to online payment to the finance department.
- Resolving orders issue related to over delayed orders and coordinating with
  the respective Warehouse UAE or KSA.
- Coordinating with the marketplace department according to pending orders
  from sellers and setting the customers expectation with the expected delivery
  dates.
- Resolving issues related to bad customer experience.
- Resolving CRM tickets raised by CS team and routing them to the concerned
  team.
- Coordinating with the warehouse to arrange special deliveries for events or for
  travelling customers.
- Handling supervisor’s call backs in order to find issues faced by customers and
  finding quick resolutions regarding the same

- Verifying insurance approvals and coordinating with the respective branches.
- Handle CRM related queries from the pharmacies for quick resolutions.
- Following up with orders between the delivery team and the pharmacies.
- Connecting customers to the nearest branches.
- Replying to the customer queries via emails.
- Handling Aster Online queries and calls for delivery.
- Promoting aster secure loyalty cards and helping the customers to activate
  them.
- Handling complaints and escalating them to the senior management.
- Resolving the pharmacy staff queries and escalating them to the concerned
  departments

Education

Skills

CRM

Expert
zendesk

Advanced
chat and emails

Expert
Microsoft Office

Expert
shopify

Expert
N-central

Expert

Salesforce.com

Good
azure devops

Expert
cybersource

Expert
ConnectWise

Expert
NOC monitoring

Expert
Azure AD

Expert

Arabic

Mother Language

Expert
English

Fluent

Advanced

French

Intermediate

Advanced