MOHAMMED ILYAS

• Analyzed transactions to build logical business intelligence model for real-time reporting needs.
• Create various reports to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources. Identify and document detailed business rules and use cases based on requirements analysis.
• Research and resolve issues regarding integrity of data flow into databases. Used statistical methods to analyze data and generate useful business reports. Upheld security and confidentiality of documents and data within area of responsibility.
• Analyzed transactions to build logical business intelligence model for real-time reporting needs.
• Automated Remote Actions, Workflows and Campaigns to help clients achieve experience optimization and cost recovery.

• Provided customer-facing technical support, resolving PC, VPN, Password, Access, and Application issues. Followed up with clients to ensure optimal customer satisfaction after support engagement and problem resolution. Recognized as one of the top CSAT receivers among a team of 90+ representatives.

• Provided level 1 technical support to Enterprise customers of an Internet Service Provider (ISP) across North America. Coordinated with vendors for equipment replacements and technician dispatches. Monitored high-profile internet lines for Enterprises/VIP customers.

· Provided Technical support to North America based Enterprise ISP users.

· Resolving ISP issues like Connectivity issues, Packet loss and Router configuration.

· Vendor co-ordinations for DSLAM reset, Tech dispatch and Router replacement.