Customer Service Manager

Abdul K. Memon

**** ****** **** **, ***** VA, ***15 571-***-**** ********@****.***

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

TECHNICAL SKILLS

Programming Languages: JAVA, HTML, PHP

Operating System: Windows XP/Vista/7/8/10, Mac OS

Database Systems: Oracle, IBM DB2, SQL, Access, MySQL

Call Tracking/Change Controls: Remedy, ClearCase, Service Now

Applications: MS Office 365, Remote Desktop, Dreamweaver,

Photoshop, Flash

PROFESSIONAL SKILLS

Proven success working in high-volume (Customer Service Relation) CSR

Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues

Flexibility, strategic problem solver with good time management skills

Ability to solve complex problems in a simple and accurate manner

Proven success in managing a small team

Prospecting Skills, Meeting Sales Goals, Motivation for Sales, Selling to Customer Needs

Client Relationships, Product Knowledge, General Math Skills

Organization, Dependability, Statistical Analysis

Clearance

Public Trust

DHS Full BI

CERTIFICATION

CompTIA Security Plus Expected May 2018

EXPERIENCE

Service Desk Analyst, CBP (Custom Border Patrol), Springfield VA March 2018 – Present

Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

Respond to email messages, web inquiries, and or phone calls for customers seeking help

Logs all request into the Government tracking system (Remedy)

Adds new users to the network and specifies their directory structures and system access, troubleshoots network usage and peripheral issues, resolves LAN connectivity issues and maintains LAN and internet connections

Troubleshoots hardware and software problems, assists users with desktop applications and provides user training

Utilizes support applications to track user requests from trouble ticket generation to resolution

Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner

Provides first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems

Follow up with customers to ensure issue has been resolved

Gain feedback from customers about computer usage

Run reports to determine malfunctions that continue to occur

IBM DB2 DBA Intern, General Dynamics IT, Falls Church VA May 2017 – Present

Installed and configured IBM DB2 Database system

Ensured Data integrity by creating triggers on statements like INSERT, UPDATE, and DELETE

Making sure Front-end brings the data from the database fast enough to meet (Service Level Agreement )SLA

Gained valuable knowledge about managing database with IBM DB2

Developed effective relationships within the team and across the program to enhance professional and technical knowledge and experience

Tier II Helpline / Customer Service Representative,

FEMA Corporation/CSRA, Falls Church, VA September 2017 to Feb 2018

Answer survivor calls for technical help.

Deal with people in a state of emergency and who have survived disaster with a compassionate

manner.

Problem-solving, recognizing the sensitivity of the situation when filing claims or directing the

customer to the right party.

Playing an important role in how claims are handled.

Able to stay calm and to keep composure

Having an energetic attitude as well as patient when dealing with the public.

Great listening ability and an ability to multi-task as I listened.

Technologically savvy with computer and software.

System Administrator/ Help Desk Support Intern, EagleForce Associates, Herndon VA January 2017 – April 2017

Configure Server/ Router/ Firewall/Switch

Back Up data

Gained Valuable Knowledge about Active Directory

Handle tasks of diagnosing and resolving technical Problem

Configure network security and network monitoring and troubleshooting the network

Generate reports using queries

Create virtual machines for Operating Systems (Windows/Linux)

Performed vulnerability scans on Operating Systems in VMware workstation using Nessus

Diagnose, troubleshoot and resolve a range of login issues. Excel in asking probing questions and researching, analyzing and rectifying problems.

ADDITIONAL EXPERIENCE

Department Manager, McDonald’s, Burke VA April 2012 – May 2017

Recruiting, Hiring and Training employees in providing excellent customer service and assist with their career development.

Increased sales each month by 10%

Managed inventory for all shifts and ordered supplies.

Communicate clearly and positively with co-workers and employees.

Mastered Point of Sale (POS) computer system for automated order taking.

Answer customer service issues quickly and ensure total satisfaction from all guests.

Organize staff schedules and workloads to maximize productivity.

Monitor food preparation to ensure orders are completed quickly and no product is wasted.

Hardworking Manager focused on producing quality food and providing excellent customer service.

EDUCATION

Bachelor of Science Degree, Information Technology May 2018

George Mason University, Fairfax, VA

Relevant Coursework: Advanced Database Management, Database Fundamentals, Information Security Fundament, Object-Oriented Programming, Multimedia/Web Design, Data Communication/Networking Principle, Accounting, Economics and Global Economy, Financing, PHP

Associate of Science Degree, Information Technology

Northern Virginia Community College, Annandale, VA December 2016

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