muhammad+nassor+bey

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Muhammad Nassor BeyPhone 215-868-9932Email: [email protected]

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.

mailto:[email protected]






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, Powerpoint; 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 firmsor other corporate environments.

Application Company # of users

Outlook SAP America 3000

Microsoft Word Multiple Firms 6000

Web based Profiles Multiple Firms 10000

Security Profiles Multiple Firms 8000

Excel Multiple Firms 100

PowerPoint Multiple Firms 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 customer’s technical problems and provide creative solutions and alternatives that meetbusiness 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 forinformation.

Updating data bases of employee files and request databases for changes in work and projectstatus 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 Philadelphiain 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 anddental 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 speedprocessing 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 BusinessClients.

Assisted new employees to configure for use Microsoft Word, Excel and PowerPoint.

Assisted clients with verification and activation of laptops and programs, instructed clientson 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 relatedto 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


Spoke with Elderly clients who called about information requests related to managed healthcare, Medicare, Medicaid and Health Insurance.

Explained areas of Medicare parts A,B,C & D, Medicaid and other types of health careservices 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 usedby 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


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 andkeeping 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, explainedthe 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, Flashdesign, 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 locatinginternational 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 andfollow through on with participants on active projects, collected research and gavepresentations 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.

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