Customer Service Technical Support

OBJECTIVE

Seeking a challenging position as Technical Support Customer Service Representative where my experience can be proven beneficial for the organization.

PROFESSIONAL AND TECHNICAL SKILLS

Microsoft Certified Information Technology Professional

CISCO Certified Network Associate

Bachelor’s Degree in IT and related work experience

Proven past experience in Customer Service and Technical Support in Call Centers

Proven ability to resolve customer issues in a professional and timely manner

Dedicated to go above and beyond to deliver exceptional service to customers while building strong relationships and answering technical service inquiries

Thrive to meet or exceed Call Centre monthly performance objectives including call handle time, problem resolution and schedule adherence

Available to work a flexible schedule including evening, weekends, and holidays shifts

Ability to multi-task (navigating between multiple screens, while effectively carrying a conversation)

Computer Literate (strong keyboard & internet navigation skills, high level math skills)

Thriving in a fast-paced, highly competitive environment with Excellent active listening and communication skills

Team player with confident ability to work independently

Fluent in English, German, Urdu, Hindi, Punjabi

PROFESSIONAL EXPERIENCE

Minacs (Aditya Birla) May 2011 – April 2015

Customer Service, PC and RMO Technical Support

Committed to "being there" for customers and shared dedication in striving to deliver world class Technical support and first call resolution

Passionately provided world class customer service and built rapport with a variety of customers and their changing technical requirements

Handled inquiries about repair, replacement, technical problem resolution and connectivity

Analyzed issues with telecommunication equipment and/or devices and associated desktop software

Troubleshot for the required resolution; including, account provisioning, device functionality, device configuration, application support, software downloads, network connectivity by escalating internal, and vendor issues

Completed accurate transactions with a sense of urgency and an eye for details

Took appropriate action to efficiently resolve issues

Took accountability to solve issues from beginning to end

Received and incorporated feedback to improve personal and business performance

Proactively profiled customer needs and match our products and services to those needs

CISNET 2010 – 2011

Technical Support (Part time)

Implemented the design and topology of CCNA labs and exercises

Troubleshot network issues of Cisco exercise labs

Established connectivity and user accessibility

Configured Cisco Routers and switches to establish and maintain CCNA labs

Established and maintained wireless networks for Cisco labs

Maintained network documentation

SITEL Call Centre 2008 – 2010

Rogers Wireless, iPhone, and Internet Technical Support/Customer Service Representative

Provided helpdesk support to customers about products and service, and performed troubleshooting

Provided a high level of customer service to ensure that all of their technical issues are resolved by interfacing with other departments and vendors

Reported any issues to Supervisor to assist in developing and improving processes to maintain the highest level of customer satisfaction and accuracy

Dealt with telephone inquiries about Internet repair, replacement, technical problem resolution

Conducted analysis of issues with telecommunication equipment/devices with desktop software

Troubleshot the required resolution; including, account provisioning, device functionality, device configuration, network connectivity

BesTel Communications 2005 – 2008

Network Administrator

Implemented a scalable, fault-tolerant and highly-valuable LAN solution

Monitored and Analyzed network traffic

Established connectivity and applied L2/L3 security to protect the LAN

Configured Cisco Routers (3700/2800/2600) Series and 3550/2950 switches

Maintained network documentation

EDUCATION, TRAINING AND CREDENTIALS

B.Sc. in Computer Science, IQRA University, Karachi

CCNA (Cisco Certified Network Associate), (Cisco ID: CSCO12074748)

Microsoft Certified System Engineer, (MCSE ID: 1915654)

Redhat Linux 9.0: NETS, Institute of IT Training, Lahore

References: Available upon request.

Contact this candidate