Verified recordSoftware Development

Muhammad Abdul

Product Support Specialist at Genetec

Based in Whitby, Canada

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Seniority

Staff

Department

Information Technology

Location

Whitby

Industry

Software Development

Company size

2.3K

Contact information

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Email

1 credit

m•••••••@genetec.com

Phone

5 credits

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Background

About Muhammad Abdul

A Technical Engineer with 10+ years of experience, Specializing in Software and hardware troubleshooting. Experienced with most operating systems, network troubleshooting and support. Well-versed in database and programming languages • Handled escalations using service now and salesforce within 4 hours resulting in a reduction in escalations by 25% • Designed and implemented technical documentation and process manuals to reduce technical gaps • Created RDA solutions using blue prism software to help reduce call wrap time by 40 seconds • Trained and coached around 500 agents to increase the first-time resolution, net promoter score, and improve service levels • Reviewed 35-50 calls daily focusing on contact reduction, training gaps, and behaviors that resulted in fewer Tier 2 peer support calls • Created super-agent program to handle all types of wireless and wireline calls from all businesses types • Acted as SME to help agents with Cradlepoint associate and professional level certifications • Acted as Employee Engagement Champion using Yammer (Microsoft) platform

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