Majid Heidary

Client Success Specialist Management Office @Rogers Communications

Montreal, QC, CA

Technical Proficiency: Leveraged Citrix Gateway and VNC tools to manage client accounts and provide seamless support within secure virtual desktop environments (VDI).Remote Troubleshooting: Utilized GoToAssist Remote Support to diagnose and resolve complex technical issues, maintaining a 95% customer satisfaction rate.Data Security & Compliance: Operated strictly within corporate security protocols using FortiClient VPN and FortiEDR, ensuring the protection of sensitive client data and privacy.System Monitoring: Monitored system health and endpoint security via Kaspersky Endpoint Security to ensure uninterrupted service delivery for high-volume client interactions.Workflow Optimization: Navigated internal CRM and KMT (Knowledge Management Tools) alongside remote access software to reduce average handling time (AHT) for 50+ daily interactions.

Université de Sherbrooke

Master's degree

Islamic Azad University Central Tehran Branch

Bachelor's degree

Université Laval

Doctorant