Customer Service Technician

Hisham Rafi

Fresh Undergraduate Alumni of

East Central University Student Seeking Entry Level Help Desk Position

*******@*****.***

Home ***-***-***

School East Central University

Cell 580-***-****

OBJECTIVE

Seeking entry Level position utilizing my education in [Business/MIS related careers]. Such as

Network Technician, Network Engineer, Database administrator, Telecommunication and other IT

jobs.

PROFESSIONAL QUALITIES

Technical Experience

Sykes Enterprise

Customer Service Technician/ SBC/DSL Technician: 03-19-00 to 10-13-2004 (service center

relocated)

Informed customer of those appropriate next steps and worked with customer to achieve issue

resolution. Maintained proficiency in programs, products and/or platforms assigned. Maintained

pertinent paperwork and records through data entry.

• Communicated with co-workers to research problem and find solution.

• Communicated with team managers, team members and other teams regarding

problems, solutions and trends.

• Responsible for meeting established individual and team performance targets,

which included customer service, productivity and quality standards.

• Provided customer support outsourcing solutions with an emphasis on inbound

technical support and customer service.

Helped customers resolve connection problems, intermittent/no, browsing, email

setups (POP/SMTP), TCP/IP problems, software compatibility and hardware compatibility

issues and setup are some of the issues that I had to troubleshoot within company's scope of

support.

EDUCATION

EAST CENTRAL UNIVERSITY, Ada,OK

Bachelors of Arts in Criminal Justice, graduated 2007

Major GPA- 3.07/4.0

East Central University, Ada,OK

Bachelors of Arts in Business Administration (MIS concentration), expected May, 2010

*Worked 40-80 hrs/wk while in college during junior and senior years, and maintained a 3.0

G.P.A.

HONORS AND AWARDS

Dean's Honor Roll: spring 2006 and fall 2009.

Awarded Top 50 Agent for SBC-IS DSL Quality Scores for 2003 (Award presented 23rd of

January, 2004)

CLUB MEMBERSHIPS

President, International Student Organization - 1999 - 2000

Member, International Student Organization - 1998 - 2003

Member, Young professionals of Ada - 2009 to present (on-line)

Member, Ada Chess Club - 2007 - present

Member, Oklahoma Chess Association - 2006 - present

Member, Rotary Club, Ada,OK - 1998 - 2000

STRENGTHS

• Proficient in Urdu, Punjabi. Strong computer skills and exposure to Microsoft

Word, PowerPoint, Excel, Access, Unix, Microsoft Visual Basic, C, C++, HTML, COBOL,

SQL, JAVA, Java-script,Perl.

• My ability to work in access of 160 hours on a 2-week pay period, including,

weekends and overnight shifts.

•

REFERENCES

Patrick D. "Pat" Fountain,

Professor of Business Administration

East Central University

1100 East 14th Street

Ada, OK 74820

Phone: 580-***-****

E-Mail: *********@****.***

Carla Anderson

Campus Manager

McCalls Chapel School13700 County Road 3600

Ada, Ok 74820

Phone: 580-***-****

Email: **********@*****.***

Dr. Karla Petweson

Chair Department of Business Administration

School of Business

East Central University

1100 E.14th Street, PMB A-4

Ada,OK 74820

phone: 580-***-****/84 fax: 580-***-****

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