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Muhammad Nassor Bey

Phone 215-868-9932 Email: Thewinner@Blackfiber.tv Skype: Capitalistinternational1 Philadelphia Pa USA

Seeking to Combine my Customer Service & IT Support Experience in a Work Environment that allows me to Use These Skills to the Greatest Effect.

Customer Support Skills


Weather the work was at a law Firm, A Mortgage Firm or a Computer Firm the results were the same. Commitment to the customer, concern for their needs, listening to their problems, making Their Problems My problems and an attention to the details was the key to solving conflicts, correcting mistakes and putting the clients at ease about who was in their corner. My orientation is on results, it is based on all my experience in Sales and Marketing, Management, The Military, Law and IT/ Customer Support. This one skill comes before all of my talents with a computer. If you hire me, hire me because I care about the outcome and will work to affect the kind of outcome that will satisfy the customer and keep them coming back for more.

Computer Skills
Experience with a variety of Office Database Applications and Programs such as: Citrix, SAP R3, Access, Microsoft Excel Microsoft Word for Mac & PC; Microsoft Word Professional, Outlook, Windows XP and Vista; Microsoft Movie Maker, Hummingbird, Power point; Microsoft Exchange; * Mac OS 8.6; through Mac OS X, Microsoft Power Point; for Mac & PC; Quark Express.3.3 for Mac; Final Cut for Apple, Adobe Photo shop and Illustrator 10 for Mac and PC; File Maker Pro3.0 for Mac; Page Spinner Html Program; Adobe Acrobat 6.0 for Windows/Mac; HTML Editors such as Dream Weaver, many Coffee Cup brand applications including: Flash Maker, Image-Maper, Html, Banner maker and Form Builder.

Mac and PC Based Applications I have serviced for clients in law firms or other corporate environments. Application Outlook Microsoft Word Web based Profiles Security Profiles Excel PowerPoint Company SAP America Multiple Firms Multiple Firms Multiple Firms Multiple Firms Multiple Firms # of users 3000 6000 10000 8000 100 100

WORK EXPERIENCE
Cigna Health Care October 2011 to Feb 2012 IT Support Supported Private and Corporate clients for:
Account password resets. Some computer trouble shooting Account Creation, navigation and update. Secure Email Access and trouble shooting Provided Explanations of various Services to New Cigna customers. Works with business and Private customers to answer questions and resolve problems related to products and services. Resolved issues within a specified timeframe or refered to a qualified service provider for follow up. Diagnosed customers technical problems and provide creative solutions and alternatives that meet business needs. Provided just-in-time assistance over the phone as needed.

Self Employment Feb 2011 Oct 2011 and Part Time, Web design Repairing computer Light office work Web design VRW November 2010 to Feb 2011 IT Customer Support and Records updating, Contract positions involving various account update and verification work. Calling clients and employees of both firms to verify work status or requests for information. Updating data bases of employee files and request databases for changes in work and project status for both companies. Work included the creation of purchase accounts and access accounts for mission critical work. Maintained contact with clients and customers on status of requested work.

Sallie Mae Philadelphia, PA June 2010 to July 2010 Customer Service Agent, Philadelphia Philadelphia Tax Amnesty Program Responsible for Assisting Clients to Fill Out and Process Tax Amnesty forms. Answered questions relating to the Tax Amnesty and the payment of Taxes in Philadelphia in general. Provide assistance to computer challenged clients, doing their paper work or computer fillings for them. Answered calls regarding appointments and auditing, setting appointments and greeting clients on their arrival at our center city offices. Contract was for one month. Bradley Law Firm Philadelphia, PA Executive Assistant February 2007 to July 2009 IT Support and Assistant to Chief Legal Council Performed many of the same task as during the 1996 to 2003 period. Provided technical support for: Laptops, desktop computers, printers, software applications, telephones, and related technology. Testing of computer systems and peripherals. Support and upgrade of application software, operating systems, and computer hardware. Such as Microsoft Office Suite, Adobe Products and Anti-Viral Software. Diagnose and resolve unique, non-recurring problems.

Aetna Health Care Blue Bell, PA December 2009 to April 2010 Customer Service Agent Making phone calls to Medicare recipients, to assist them with getting their medical and dental coverage. Other duties included: Records keeping, follow up calls, researching clients needs related to available drug programs Advising brokers of the needs of our mutual clients and obtaining needed records to speed processing of clients Medicare requests.

SAP America West Chester, PA. IT Support Customer Service July 2008 to September 2008 IT Help Desk Support Agent

Assisted some of the more than 3000 employees and clients of the SAP America Corp with Email Migration, Laptop access, program installation, and virus removal. Other duties included password retrieval via blackberry, assisting with TCP/IP, DNS, and wireless connectivity. Acquired introductory training on SAP R3 systems for customer support of Business Clients. Assisted new employees to configure for use Microsoft Word, Excel and PowerPoint. Assisted clients with verification and activation of laptops and programs, instructed clients on program function and use, provided web seminar access, laptop repair, replacement and delivery on very short notice of laptops and wireless modems. Followed up on all IT related issues and continuous records upkeep on all activities related to Technology assists with clients. Able to lift and move computer and technology related equipment as required.

Corporate Call Center. Blue Bell, PA October 2007 to January 2008 Customer Service Agent Spoke with Elderly clients who called about information requests related to managed health care, Medicare, Medicaid and Health Insurance. Explained areas of Medicare parts A,B,C & D, Medicaid and other types of health care services around the United States. Provide information to clients and send out packages of data to clients on request and follow up with clients. Updated Client Database and follow up with clients, via phone or email.

Arista Marketing. Blue Bell, PA August 2007 to October 2007 Customer Service Agent. Researched phone numbers for Physicians medical service facilities. Contacted Doctors offices and spoke with appropriate personnel to conduct Conducted short surveys or gain permission to send relevant data on Pharmaceuticals used by Physicians to serve their patients, discussed managed care and Medicare issues with the Doctors or Nurses.

Equifax Credit Services Gibbsboro, NJ November 2004 to Feb 2007 Customer Service Agent

Provided customer service interface between clients and Expedite department. Learned and performed all duties related to supplement and expedite services. Dealt with customer base directly on phone and via email. Answered all types of questions related to expedite process. Addressed and correct any problems relating to expedited (updated) files. Followed up with clients where required to the status of Expedite process, records and keeping and update on all files which are opened to discuss cases, considering a change.

Upland Mortgage Philadelphia, PA December 2003 to October 2004 Loan Processing and Customer Service Performed loan processing functions and updated client files on company computer system. Answered consumer calls and verified loan data, requested credit reports, requested and tracked missing documents. Performed scanning and archiving where required. Prepared files for final review and updated clients on the status of a files progress, explained the process to clients and maintained records on the correspondence. Conferred with other departments to solve client problems and used a wide array of programs and the Internet to achieve the goal of customer satisfaction for their loans.

Bradley Law Firm Philadelphia, PA Executive Assistant February 1996 to July 2003 IT Support and Assistant to Chief Legal Council Provided technical support for: Laptops, desktop computers, printers, software applications, telephones, and related technology. Testing of computer systems and peripherals. Support and upgrade of application software, operating systems, and computer hardware. Diagnose and resolve unique, non-recurring problems. Consult with Law firm Senior Executive to make changes to Website Redesign of Current Website and design of new website using Text, HTML editors, Flash design, Adobe Illustrator, Acrobat, Adobe Photoshop, Cool-edit Audio editor, Audacity Audio Editor . Performed wide range of administrative duties including records keeping, records research, receiving a processing clients, some computer maintenance and upkeep, web page design and web site maintenance Responsible for conducting research for law firm on locating international business contacts for Law Firms business activities, interfacing with such persons and organization in a representative capacity for the firm to move projects forward. Assisted in design and development of Law Firm News Publication. Wrote proposals for business projects undertaken by the law firm. Conducted contact and follow through on with participants on active projects, collected research and gave presentations to would be project partners.

KEY QUALITIES Strong attention to details. Strong leadership and verbal skills Excellent communication and troubleshooting skills. Ability to multi-task in a demanding environment. A strong customer focus / results driven. Ability to work effectively & independently. Ability to complete tasks in a timely manner Ability to Teach and manage others and guide others by answering questions and explaining work processes, programs and computer operating Instructions Interact well with people both over the phone and in person. A pleasant demeanor.