muna ashkir

About

With a solid foundation in Computer Software Technology from Seneca Polytechnic and specialized training as a Service Analyst from NPower Canada, I have developed a robust career in technical support and customer service. Currently, I serve as a Technical Specialist at TravelBrands, where I manage IT/Telecom issues, user requests, and system configurations. My previous role as a Service Desk Shift Lead at Compugen Inc honed my skills in managing service desk operations and providing advanced troubleshooting for diverse technical inquiries. My experience extends to roles such as a Geek Squad Counter Intelligence Agent and Connected Solution Specialist at Best Buy, where I excelled in customer relations and sales. I began my career as a Camp Counselor with the City of Windsor, where I developed leadership and organizational skills. My diverse experience equips me with the ability to effectively communicate, troubleshoot, and provide exceptional service in various technical environments.

Experience

• Technical Specialist · TravelBrands04-01-2022

  Responded to helpdesk tickets and telephone calls requesting assistance for various IT/Telecom issues. Analyzed user requests to determine resolution. Assisted users by answering software and hardware related questions. Evaluated the criticality of problems by effectively troubleshooting and when necessary escalated problems. Communicated with external vendors. Monitored/reviewed alerts and escalated to service provider or IT personnel. Performed user logon/security administration functions creating users accounts in Active Directory, password resets, onboarding and offboarding employees. Recorded, monitored and responded to user requests utilizing helpdesk ticketing system. Performed basic telecom and enterprise service requests. Configured and supported remote/home agents troubleshooting connectivity and applications. Troubleshot and supported VPN, VDI and Citrix connectivity issues. Created and licensed users in Office 365. Configured new workstations and laptops for new employees.

• Service Desk Shift Lead · Compugen Inc08-01-2017 – 04-01-2022

  Responsible for managing the operation of the Service Desk Queue. Ensured customer requirements were met in terms of communication, prioritizing, escalating and resolving incidents and requests. Supported 35+ clients on a regular basis. Provided technical support to users via phone, emails and remote support. Provided advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, enterprise applications/systems. Contributed to team training for new employees and created training schedules. Assisted with updating knowledge base articles for Service Desk to improve SLA. Provided Service Desk Analyst weekly report after client meetings.

• Geek Squad Counter Intelligence Agent · Geek Squad10-01-2019 – 03-01-2021

  Helped drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their needs. Performed a variety of fulfillment duties for clients in their homes including delivery, installation, and networking with a primary focus on Home Theater technology. Maintained phone and in-person contact with clients to reveal diagnostic discoveries and make recommendations for protecting their devices. Provided timely updates to the client and store precincts. Responsibly managed inventory and Geekmobile maintenance. Provided feedback and training to store teams as well as assisted with in-store stock repairs. Supported Geek Squad efforts to protect the world one device at a time.

• Connected Solution Specialist · Best Buy08-01-2015 – 08-01-2017

  Responded to an average of 52+ customer concerns regarding products and services offered by Best Buy. Communicated a clear, strategic sales vision assisted in effectively training and coaching 6 veteran and junior sales team members. Satisfied existing accounts, obtained orders, and established new accounts by planning and organizing daily work schedule. Surpassed sales rate by 15% on 7 consecutive months and gained recognition for achievement. Supported and assisted in the achievement of store and department customer care and sales goals by promoting, emphasizing and demonstrating skills involved in selling Product Service Plan (PSP), Product Replacement Plan (PRP), accessories and complete solution. Completed timely and appropriate down-stocking of product, monitored and confirmed accurate product pricing and placement by confirming up-stock is straight and organized, and confirmed PSP/PRP brochures holders are full.

• Customer Service Inbound Sales Consultant · Teleperformance07-01-2014 – 03-01-2015

  Presented outstanding customer service to an average of 60 clients on an international scale. Implemented system to maintain contact with clients, with great attention to detail and follow-through. Administered morning meeting to create team strategy for daily targets. Instructed, explained and provided solutions to customers regarding their products. Provided Inside Sales and Upsells to existing customers. Entered data from customers into various software programs. Appropriately communicated using specific techniques to resolve inquiries of upset customers.

• Camp Counselor · City of Windsor06-01-2007 – 08-01-2014

  Coached children to encourage safe, positive behaviors. Helped facilitate indoor and outdoor activities. Engineered events within the community center. Generated daily lesson plans for activities. Administered organized activities for a group of 80 children between ages 3 - 13 years old with a team of 8 staff members.

Education

• Seneca PolytechnicComputer Software Technology/Technician
• NPower CanadaService Analyst

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