Faiz Juma

Experience

• 

  Compass BPO Pvt Ltd ( Now Aditya Birla Minacs world Wide Ltd)

  Feb 2010 - Aug 2013

  Agent Support Representative

  • Resolved agent issues, handling on average 80-100 calls a day• Responded to inbound agent calls, delivering fast and efficient service while assisting the agents with their technical needs.• Responsible for achieving set goals and following a call script to provide consistent and reliable service.

• 

  Seneca College of Applied Arts and Technology

  May 2013 - Dec 2014

  Part Time Tutor

  • Facilitate one-on-one tutoring sessions with students in the CTY/CNS program, providing a warm helpful environment for them to ask questions and gain assistance in understanding their studies. • Co-ordinate with professors as a lab assistant in their course to ensure that all students receive adequate assistance in understanding and completing their lab work.

• 

  MPAC

  Sept 2013 - Dec 2013

  Application/End-user Infrastructure Co-op Student

  • Developed an interactive Bash scripting program to facilitate common system administrative tasks for those unfamiliar with a Unix/Linux environment.• Researched and documented available Network Monitoring tools such as Zabbix, PRTG and others to assist in the decommission of their obsolete eHealth system.• Assisted in the decommissioning of older desktop and laptop computers across different sites, ensuring they were cataloged accordingly and that all the sensitive data was purged. Show less

• 

  Kinectrics

  Apr 2014 - Aug 2014

  Tier 1 Help Desk Agent Co-op Student

  • Assisted the End-User department in maintaining over 300 desktop and laptop devices.• Responded to and resolved in a prompt manner multiple help desk tickets every day.• Ticket issues involved, but not limited to, setting up email accounts and new users, troubleshooting software and hardware related problems.• Installed Ethernet cables and patch panels in network closets and the server room.

• 

  RBC Insurance

  Jan 2015 - Apr 2015

  Configuration Analyst Co-op Student

  • Process build requests and manage promotions for hundreds of applications. • Manage physical and virtual machines for deployment to application groups.• Manage adding and removing users from global groups.• Developed an SQL script that auto populated entry forms based on database records in order to expedite project completion times.