Technical Support Quality Assurance
Resume:
Masroor Hasan
Keller, Texas
**********@*****.***
www.linkedin.com/in/masroor786
Summary
Experienced Quality Assurance professional proficient in evaluating and providing feedback on various types of customer communication. Proficient in providing data analysis using Excel and creating presentations using PowerPoint for site and management review. Dependable, hardworking, able to multitask, work well with others, and demonstrates a sense of urgency. Demonstrated ability to manage multiple projects and priorities. Strong organizational skills and ability to work in teams with a collaborative interpersonal style. Demonstrates a positive attitude toward self and others, Ability to set and track goals. Experienced in Help desk to Help desk (HD2HD) technical support of Sprint's wide array of wireless products and services for the Sprint Business solutions organization.
Professional Experience
Sprint 2006-2016
Quality Assurance Analyst
•Monitored & measured agent's performance with Quality Assurance evaluation to verify that programs function according to user requirements and conform to established guidelines.
•Evaluated and provided feedback on various types of customer communication, recommended program improvements or corrections, identified any potential quality issues per defined process and escalated potential quality issues immediately to management. Proficient in providing data analysis using Excel and creating presentations using PowerPoint for site and management review.
•Ability to focus on deadlines and provided training, coaching, feedback and assistance to Enhance Wireless Technical Support, (EWTS) representatives to make sure they understood new policies and procedures for quality. Interacted with agents to celebrate successes and assist in their development. Provided robust and actionable feedback via the audit process and special projects. Met monthly audit targets and completed assigned projects on time. Kept valid appeals to a minimum by ensuring that correct feedback was provided the first time.
•Dedicated to ensuring an understanding of questions and concerns from peer and site leadership regarding process documents and scoring questions. Scheduled and facilitated site calibrations for training classes and productions teams. Compiled top scoring opportunities for the site and facilitated meetings to review results with site management teams.
Wireless Implementation specialist
•Provided Help desk to Help desk (HD2HD) technical support of Sprint's wide array of wireless products and services for the Sprint Business solutions organization.
As Technical Support and Advance Technical Support (ATS), performed hands-on basic and detailed troubleshooting, programs, tests, Educated customers on proper use of cellular phones features operation of their wireless device. Technical Support and troubleshooting for wireless technology for customers in advance level. Helped Customers to install and troubleshoot the connection card, outstanding customer relationship skill, ability to use positive interpersonal skills to handle customer problems. Ability to work on complex tasks with minimal supervision and formulate/refine problem definition independently.
•Worked on special project (Offline Support Team) provided proper and detailed technical support to Agents.
•Worked on special project (Blitz) provided detailed reports of project.
TelVista 2001-2006
Technical Advisor: (Tier 3 Verizon Encore/ 7-11 Corporate)
•Answered incoming inquiries, responded to customer questions and solved problems according to standardized procedures while maintaining a courteous manner.
•Asked effective questions and gathered information to determine source of problems and customer needs. Led customers through documented process of fixing their software, hardware or network problems.
•Used product information, multiple client tools, client specific reference materials, scripting, intermediate technical knowledge and customer service skills and problem solving skills to diagnose and solve customer problems.
•Experienced installing, troubleshooting of computer hardware and software and Support networking configures & helped install the Linksys and 2Wire Routers of VERIZON Customers, using Remedy ticketing system, communications suite related to Verizon DSL.
D.A. Communication 2000-2001
Technical Support Engineer: (10 months Special Project)
•Worked for SBC & Verizon to provide Technical Support for ATM base Alcatel 1000
ASAM ADSL in (BNOC) Broad Band Network Operation Center, UNIX base SUN
•Microsystems, using TL1 Commands, Provided Technical Support to the customers of SBC. Upgraded software versions.
EDS / Network Operation Center (NOC) 1998-2000
Network Support Specialist
•Worked in NOC Wide Area Networking Support, Responsible for two major accounts GM & Continental Airlines, experienced in TCP/IP, Subnet masking, LAN/WAN Configuration, and routing protocols. Monitoring & Troubleshoot of different Series of Cisco Routers,
Skills Summery
•Process Review & analysis Microsoft Office 2013 Quality Analysis
•Peoplesoft-HRIS Presentation skills Training
Education
BS in Electronic major in Telecommunications, Oklahoma State University, OK.
BS in Physics, Math, Karachi University, (PAK).
Associate Degree in Computer Science, Goethe Institute Karachi, (PAK).
Awards & Achievements
Got Most Valuable Person (MVP) Sprint award on May 06, 2010 from QA team
Successfully completed Now Leadership Program in 2013
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