It Support Customer Service

Ahamed Al Faisal

******.*******@*****.*** 832-***-**** Beaumont, Texas

SUMMARY

Looking for a career as an IT support analyst so I can use my technical support knowledge and talents to optimize IT systems and services so they fit the demands of the company. I am qualified to establish policies, procedures, and systems that improve security and compliance. My objective is to teach and mentor team members to enable and develop an informed and successful IT team. SKILLS

• Help Desk Support • Executive Assistance • Customer Service • Relationship Building • Troubleshooting • Remote Access Tools

• Ticketing Systems • Project Coordination & Support • Project Planning • Filing & Documentation • Active Directory

• Agile Methodology • Continuous Process Improvement • Microsoft Project • Microsoft Office Suite. EXPERIENCE

System Engineer

Proximate Technologies INC Plano, Texas March 2023 - March 2024

• Provide end-to-end Salesforce and linked system support, with an emphasis on Marketing and Sales.

• Collaborate with stakeholders to understand their requirements, fix problems, and enhance procedures.

• Monitor IT support issues, analyze patterns, and offer system and process changes.

• Ensure timely resolution of IT issues and serve as a primary point of contact throughout incident resolution.

• Efficiently report problems that need more in-depth technical or business knowledge to the right colleagues, taking responsibility for the ultimate solution as needed.

IT Student Assistant

Lamar University - IT Department Beaumont, Texas January 2022 - April 2022

• Troubleshoot and resolve computer hardware and software issues for students, instructors, staff, and administrators.

• Installation, setup, and maintenance of computer gear and software, including printers, webcams, document scanners, and office phones.

• Ensure a smooth transition and setup of IT resources by helping with IT equipment relocation.

• Work with the IT Inventory Management group to support the annual PC refresh, which includes replacing old computers with the newest models and keeping precise inventory records. IT Specialist (Web Development)

Shikhbe Shobai Dhaka, Bangladesh February 2018 - November 2020

• Analyzes user issues methodically, pinpoints fixes, and considers any negative repercussions.

• Addresses user issues using expertise and searches databases for relevant fixes.

• Assists in establishing standards and their application to track, monitor, report, resolve, or escalate concerns.

• Responds to frequent service demands by offering data that enables fulfillment. Promptly assigns open calls as necessary.

• Keeps records, educates users about the procedure, and informs relevant parties of activities. IT Service Desk Assistant

North South University Dhaka, Bangladesh January 2016 - January 2018

• Prior customer service experience with live chat, email, social media, and web forms.

• Demonstrated aptitude for analysis and problem-solving.

• The capacity to prioritize and carry out activities in a time-constrained setting.

• Patience in handling challenging customer service scenarios.

• Create logs to document occurrences, issues, and how they were resolved.

• Conduct remote troubleshooting using diagnostic methods and necessary inquiries. EDUCATION

• Master of Engineering in Electrical Engineering Lamar University Beaumont, Texas 2022

• Bachelor of Science in Electrical and Electronics Engineering North South University Bangladesh 2015

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