Customer Service Help Desk

Mohammed Farhan Qureshi

***** ********** ****** ***** ********, TX 77339

Phone: 832-***-**** ***************@*******.***

MULTI-CERTIFIED IT HELP DESK TECHNICIAN

Tier 1 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting

Professional with four years of help desk experience providing software, hardware support, and software installation technical support.

Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

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

KEY SKILLS

Technical Troubleshooting

Hardware Configurations

Offshore Team Collaboration

Software Installing

LAN Connectivity

Problem Diagnosis

Phone & Online Support

Client/Server Models

Preventive Maintenance

User Training/Support

Customer Service

Complaint Handling

TECHNOLOGY PROFICIENCIES

Software: MS Office (Word, Excel, Outlook, Access); instant messaging software; VMware applications

Browsers: Internet Explorer, Firefox, Chrome, Safari,

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, Apple IOS, ANDRIOD OPERATING SYSTEM, LINUX OPERATING SYSTEM

PROFESSIONAL EXPERIENCE

Z Communication kingwood, TX

Tier 1 Help Desk, 2010 to 2012

Routinely exceed call-handling goals, closing an average of 60 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.

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

T-mobile kingwood, TX

Help Desk Technician, 2008 to 2010

Partnered with Tier II and Tier III help desk peers based in the US, India and Brazil to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.

Received "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving.

EDUCATION & CREDENTIALS

Microsoft Certified Desktop Support Technician (MCDST), 2010

Microsoft Office Specialist (MOS), 2009

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