Customer Service Experience

Mehreen Fatima Raja

Reston, VA, US ********************@*****.*** 571-***-****

SUMMARY

Experienced individual who understands the basics of Information Technology and Cyber Security concepts. I am a dedicated technology professional with a track record of accurately conducting system repairs and troubleshooting. I have a background in IT as a technical support analyst with 4+ year experience and taken courses to accelerate my knowledge. I have recently been certified in CompTIA Security 601+ looking to jump start my career.

EXPERIENCE

Jr. Help Desk Tech

Mainstreet Bank February 2021 - December 2021

* Assists users with their AD account(s) lockouts, resets & activation/deactivation.

* Assists in maintaining and troubleshooting devices and systems, hardware, and software.

* Follows maintenance protocols to ensure systems are secure and ready for users.

* Experience with Trouble Ticketing system(s).

* Supports end user customers via phone, remote session, and onsite for any technology issues as required.

* Install, configure and test workstation hardware. Customer Service Supervisor

Kohls June 2020 - September 2020

* Execute workload and distributes tasks to support the customer experience.

* Serves as leader on duty to ensure a positive and compelling customer experience.

* Observes associate performance and provides feedback in partnership with Assistant Manager/Store Manager.

* Delivered the highest level of customer service supporting Kohl's "Yes We Can" culture through effective problem solving *.

* Train associates to maximize performance and customer experience. Jr. IT Assistant

UFone October 2018 - May 2019

* Support the IT team in the maintenance of hardware, software and other systems.

* Troubleshoot issues with equipment like printers, computers and servers.

* Create and Manage ticketing system.

* Run software updates backups when requested.

* They may also Research unusual bugs or issues the company encounters.

* Installed software, modified & repaired hardware, resolved technical issues. Internship - IT Assistant

Civil Society Human Institutional Development Program February 2017 - July 2018

* Complete special projects as assigned.

* Responds to telephone calls, emails and personnel requests for technical support in a courteous manner.

* Performs post-resolution follow-ups to help requests.

* Researches and resolves technical issues.

* Works with system and hardware vendors to resolve issues.

* Escalates issues requiring specialized technical knowledge to the appropriate systems, development and support personnel.

* Documents, tracks and monitors issues to ensure a timely resolution. EDUCATION

Computer Science

Minor in Cyber Security • Bahria University • 2016 CERTIFICATIONS

Security + 601

CompTIA • 2021

Contact this candidate