ALI NOUSHAD (Green card) – Camp Hill, PA - Cell.717-***-****- Email. ac8g2o@r.postjobfree.com

SUMMARY

Over 4+ years of experience to Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

TECHNICAL SKILLS

Technical Troubleshooting

Hardware Configurations

Offshore Team Collaboration

Software Installs

LAN Connectivity

Problem Diagnosis

Phone & Online Support

Preventive Maintenance

User Training/Support

Customer Service

Window OS MS 2007-8-2010

Complaint Handling

Active Directory Maintenance Or Exchange.

Business Applications: Microsoft Office Suite.MS Word, Excel, MS Access and PowerPoint.

EDUCATION

MBA (Finance & IT )

CERTIFICATIONS

Branch Administration and HR Management

Effective Communication

Get Connected - Email & Internet

MS Offices

Basic Accounting

PROFESSIONAL EXPERIENCE

IT EXCELL

Support Specialist

May.2017-Dec.2018

Responsibilities:

Oversee the daily performance of computer systems.

Monitored, logged and tracked all phases of help desk support on service now system.

Answer user inquiries regarding computer software or hardware operation to resolve problems.

Provide the IT support through calls, chat and emails and document setting up guides and workflow processes.

Working with IT teams to update workflow processes impacting multiple coordinators.

Educate users and communicate policies and standards or principles to improve the customer service and software performance.

Perform as a technical resource for Information Technology support Teams.

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Enter commands and observe system functioning to verify correct operations and detect error.

Prepare evaluations of software or hardware, and recommend improvements or upgrades.

Set up and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Enter commands and observe system functioning to verify correct operations and detect errors.

Wal-Mart

Customer Service

Jun.2016–May.2017

Responsibilities:

Troubleshoot sales inquiries. Deal with customers through the telephone, electronic means, and face to face. Give quick response to customers’ inquiries.

Respond to customer complaints and questions and contribute to the customer service experience.

Adhere to safety procedures in ensuring the security and safety of customers within the store. Respond to phone, emails, and post from customers.

Educate and explain to customers on product prices and details.

Ensure neatness of the store at all times. Respond professionally to compliments and complaints from customers.

Address challenges according to policies of Wal-Mart. Handle issues of return, exchange, and refund.

Treat customers with courtesy. Help customers with locating items.

Ensure total satisfaction of customers during their shopping experience.

Ensure displaced merchandise is returned to their positions on the shelf.

Bank Habib LTD

Help Desk 1

Feb.2015 –May.2016

Responsibilities:

Routinely exceed call-handling goals, closing an average of 25-30 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.

Refer major hardware or software problems or defective products to vendors or technicians for service.

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

Serve as contact in providing remote customer service and moderately complex technical support to internal partners and vendors.

Develop training materials and procedures, or train users in the proper use of hardware or software.

Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.

Documents resolutions and updates self-help and staff knowledge bases. also purchasing all IT system related Equipments.

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

Bank Alfalah Ltd.

Customer Service Manager

Jun 2010 to .Feb2015

Responsibilities:

Communicates to management recommendations for improving procedures and processes.

Supports the analysis of sales, overtime, secret shop, cash management and other reports to continually improve the growth, efficiency, productivity, and profitability of the branch.

Audits the branch to ensure conformity with Credit Union policy, procedures, safety and security issues, regulatory compliance and physical appearance standards.

Supports the development of new business to expand the membership of the Credit Union and utilization of the branch. This includes contact with employees of approved FOM companies, community, and civic organizations.

Trains employees on product knowledge and provides sales coaching to assist in achieving established branch and corporate goals. Implements and trains employees on standard operating policy/procedures and regulatory compliance to ensure Credit Union-wide conformance.

Has the authority to make exceptions to policy and procedures with respect to: application of check holds, waiving and refunding service fees, and other matters related to member deposit and withdrawal transactions.

Ensures Core Value expectations are met and that the member experience is courteous, attentive and efficient at all times.

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