Nina Nassir
Toronto
Summary
Well-qualified, result driven professional with 8+ years experience in technical support, customer service and HR operations skilled in managing day-to-day department operations, problem-solving and persuasive communication always pursuing ways to maximize efficiency and productivity.
Overview
5
5
years of professional experience
Work History
HR Business Partner
The Red Ma'at Collective
05.2022 - 12.2023
- Developed in-depth understanding of business issues post COVID-19, identified and delivered multiple HR solutions and policies to meet business and clients needs.
- Consulted with multiple assigned clients to identify & address specific organizational issues, i.e. ineffective team dynamics, management styles. Partnered with appropriate HR COEs to deliver tailored solutions to meet specific client's needs.
- Handled and oversaw all HR relevant projects and administrative tasks; kept up to date employee database, employee HR inquires, onboarding, training, exit-interviews, employee retention, D&I initiatives, etc.
- Provided analytics & insights in the areas of performance management, leadership development, labor relations, training, compensation, budgeting and succession planning for approximately 850 employees.
Senior IT Service Desk Technician (Contract)
Consumers’ Association (Which? Limited.)
10.2022 - 12.2022
- Provided remote support for 700+ corporate and call center employees
- Provided in office support namely onboarding new users, assisting with meeting rooms and attending to general enquiries
- Established imaging, reimaging, enrolling and managing Windows and Apple devices
- User/group administration and management in Active Directory, Microsoft Azure, Google Admin and command prompt
- Providing access to distribution lists, software and applications
- Managing calendars, inbox and Google drive using Google Suite and Command Prompt
Service Desk Technician II
Airmiles
11.2021 - 09.2022
- Worked in a ITIL environment
- Providing remote support for approximately 1000 corporate and call center and escalated where necessary
- User/group administration and management through Active Directory and Microsoft Admin Exchange
- Followed documented processes and created and updated technical documentation
- Provided access to distribution lists, software and applications
- Assisted in incident management by working closely with Incident Manager and liaise with other teams, drafting initial communications, and updating necessary stakeholders
- Approved/rejected changes in accordance with maintenance windows, month-end freezes, ensuring change requests met all criteria
- Aided high severity incidents outside of working hours when on call
Senior Customer Advisor, Onboarding
Tucows, Ting Internet
08.2021 - 11.2021
- Provided administrative support and fielded queries from clients remotely via phone and email in an organized and courteous manner, maintaining detailed records of all interactions
- Liaised with internal departments including technical support, construction managers and technicians
- Coordinated and scheduled home appointments for inbound clients
- Contacted and followed up with interested clients and scheduled home appointments
- Created requests and engaged with relevant teams when receiving complaints
Customer Support Representative (Contract)
Ricoh
03.2021 - 08.2021
- Efficiently managed and booked COVID-19 vaccines for the public through Salesforce, ensuring smooth and timely process
- Proactively educated callers on vaccination program FAQs and government plans, providing accurate and up-to-date information
- Successfully adapted to evolving Government guidelines, effectively implementing new processes and procedures as necessary
Technical Support Representative
Transcom
03.2019 - 02.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Troubleshooted a high volume of technical issues for Apple customers, including resolving functionality of new features, troubleshooting iCloud, and exporting data to Windows
- Communicated with clarity, empathy and understanding when detailing troubleshooting steps. Commonly assisted the elderly, new device users, and individuals with non-technical backgrounds
- Taught and empowered customers to utilize their devices accurately and safely
- Dealt effectively with difficult situations, ensuring patience and courtesy while collecting, organizing and logging solutions for use by other colleagues
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
Bachelor of Arts - Human Resources
York University
Toronto, OntarioBachelor of Arts - Communication Studies
York University
Toronto, Ontario Timeline
Senior IT Service Desk Technician (Contract)
Consumers’ Association (Which? Limited.)
10.2022 - 12.2022
HR Business Partner
The Red Ma'at Collective
05.2022 - 12.2023
Service Desk Technician II
Airmiles
11.2021 - 09.2022
Senior Customer Advisor, Onboarding
Tucows, Ting Internet
08.2021 - 11.2021
Customer Support Representative (Contract)
Ricoh
03.2021 - 08.2021
Technical Support Representative
Transcom
03.2019 - 02.2021
Bachelor of Arts - Human Resources
York University
Bachelor of Arts - Communication Studies
York University
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