Customer Service Technical Support

IMAD ZAFAR

+974-****-**** +974-****-**** *********@*****.*** R-14B, 1st Floor, Ezdan-8 Al Mashaf Wukair, Building #206, Street#200,Zone-91 Core Competencies

Experienced Technical Coordinator with over 8 years of expertise in technical support, project coordination, and system management. Adept at ensuring seamless production and project operations through effective monitoring, task allocation, and troubleshooting. Skilled in UI/UX design, software testing, and customer service, with a proven track record of maintaining high standards and meeting tight deadlines. To view online portfolio click >> behance.net/immad Key Skills:

Marketing strategy development, Campaign design and execution, Content creation and management, Social media management, Budget management, Analytics and reporting, Project management, Communication and collaboration, Digital Marketing Specialist in Google PPC, Google Advert, Google AdWords/SEO/AdSense, Facebook & Instagram Ads, LinkedIn Adverts, Google Analytics, Mailchimp Expert, Artificial Intelligence Marketing Expert

Education

Masters of Business Administration (MBA)

“Major-Marketing”, SZABIST

Shaheed Zulfiqar Ali Bhutto Institute of Science and Technology Year 2012

Bachelor’s of Computer Science

Department of Computer Science,

University of Karachi Year 2003

Certification courses:

Advertising and Marketing Courses from IBA [2004]

Google Analytics Certification

Professional Experience

Key Responsibilities:

Monitored and tracked task progress, ensuring alignment with project timelines and company standards.

Coordinated with various departments to ensure project deadlines and budgets were met.

Handled customer service issues, scheduled appointments, answered product and service questions, and resolved concerns.

Trained new employees and reviewed their work to ensure task accuracy.

Supported vendors to ensure the availability of necessary materials.

Served as the primary point of contact for all technical inquiries, requests, and issues.

Logged, tracked, and documented customer interactions in the company’s ticketing system.

Assisted customers with troubleshooting hardware, software, and networking issues.

Configured and tested computer systems and peripherals according to customer specifications.

Performed regular maintenance and updates on systems and software.

Generated and maintained detailed records of technical support metrics, project plans, task assignments, and progress updates.

Successfully managed multiple projects simultaneously, ensuring timely delivery and high quality.

Implemented agile development methodologies to improve project efficiency.

Introduced new web development technologies and database management systems, enhancing overall project outcomes. Skills

Agile Development Methodologies

Web Development (HTML, CSS, JavaScript)

Database Management Systems

Software Testing Methodologies and Tools

UI/UX Principles and Best Practices

System Administration and Maintenance

Task Allocation and Team Coordination

Documentation and Report Generation

Risk Management

● Google PPC

● SEO / Search Engine Optimization

● Google AdWords / Google AdSense

● Google Analytics

● Google Console

Optimizing Google Maps / Optimizing Geo Fencing / Geo Location

● Venture Branding & Brand Identity

● Venture Marketing & Advertising Material

● Mailchimp / Facebook Ad Manager & Instagram / LinkedIn Adverts

● Content Development using Artificial Intelligence (AI) (ChatGPT, DELLE, Mid Journey) Skills: Artificial Intelligence (AI) · LinkedIn Marketing · LinkedIn Advertising · WhatsApp Marketing · Pay Per Click (PPC) · Facebook Ads MailChimp · Digital Marketing · Email Marketing

Technical Coordinator

Mohammad Ali Jinnah University (Part of Punjab Group - PG) [Since October 2017 – Present] Visiting Faculty Member Digital Marketing Course Institute of Business Administration (IBA) [Present] Digital Marketing Course

● Google PPC

● SEO / Search Engine Optimization

● Google AdWords / Google AdSense

● Google Analytics

● Google Console

● Optimizing Google Maps / Optimizing Geo Fencing / Geo Location

● Venture Branding & Brand Identity

● Venture Marketing & Advertising Material

● Mailchimp / Facebook Ad Manager & Instagram / LinkedIn Adverts IBA CED Technology Ventures Program (ITVP)

IBA Women Tech Entrepreneurship Program (WTEP)

The Art & Science of Design

● Philosophy of Design

● Basic coaching for launching a startup business venture

● Art of Visual Effects Using Photoshop

● Art of Design Using Adobe Illustrator

● Wire Framing & Paper Prototyping of Mobile Apps Designs

● Digital Prototyping of Mobile Apps Designs

● Venture Branding &Brand Identity

● Venture Marketing & Advertising Material

● UI/UX & Mobile Responsive Sites

Key Skills:

Digital Marketing Specialist in Google PPC, Google Advert, Google SEO/AdSense, Facebook & Instagram Ads, LinkedIn Adverts, Google Analytics, Mailchimp Expert

Key Responsibilities:

Developed and executed social media campaigns across Facebook, Twitter, Instagram, and YouTube.

Maintained consistent brand positioning and tone of voice across all social platforms.

Collaborated with cross-functional teams to maximize the impact of social media efforts.

Found new and exciting ways to engage customers via social media channels to drive awareness, conversation, and affinity for the organization's brands and their content.

Analyzed and reported social channel and activation performance to quantify the effectiveness of campaigns and drive scalable learnings.

Liaised closely with content partners and media agencies to plan and execute campaigns.

Responsive UI/UX Web Designs (Also know the CMS Based Design Constraints)

Formation & Managing startup by creative departments such as creative, client servicing, Marketing & Business Development

WordPress Platform using Visual Composer

Mobile App Designing & Hybrid Mobile Responsive Designs

Logo, Stationary, Brand Identity Designing & Packaging (Command on all sorts of Print Media’s)

Overseeing all creative products developed within the scope of Account

Heading various Visualizers, Copywriters & Computer Operator teams

Business Development & Creative Management

Accomplishments:

Successfully developed and executed a social media campaign that increased brand awareness by 20%. Negotiated a media contract that resulted in a cost savings of 15%. Local & Multinational Accounts:

Shaikhani Institute of Business Administration (IBA) Invent Media Memon Real Estate & Developers

Visiting Faculty Member Digital Marketing Course Extreme Commerce Magna Carta College (ECMCC) [September 2022 to December 2022] Visiting Faculty Member

Institute of Business Administration (IBA) [October 2016 – April 2017] Co-Founder & ECD

INDesigns [Since July 2016 – Present]

Key Responsibilities:

Brand Concept for ATL / BTL

Key Responsibilities:

Responsive UI/UX Web Designs (Also know the CMS Based Design Constraints)

Mobile App Designing & Hybrid Mobile Responsive Designs

Logo, Stationary, Brand Identity Designing & Packaging (Command on all sorts of Print Media’s)

Overseeing all creative products developed within the scope of Account

Heading various Visualizers, Copywriters& Computer Operator teams

Innovative traditional and Digital Branding Ideas Local & Multinational Accounts:

Singh Homes Australia Safari Automobiles

24Hours.pk Tyres R US Australia

Key Responsibilities:

Brand Concept for ATL / BTL

Concept writing & Script writing

Art Direction

Overseeing all creative products developed within the scope of Account

Heading various Visualizers, Copywriters&Computer Operator teams Local & Multinational Accounts:

PAK Suzuki Pvt Ltd KCCI

Institute of Business Administration (IBA) Cathay Pacific

Overseeing all creative products developed within the scope of Account

Writing creative strategy and campaign concepts for key clients

Creative presentations to clients

Concept writing & Script writing

Designed Brand Activation Campaign

Team Building & Management

Innovative traditional and Digital BrandingIdeas Local & Multinational Accounts:

Mercedes Benz (Gargash Enterprise) 2XL Furniture & Home Decor Abu Dhabi Authority for Culture & Heritage Abu Dhabi Fund for Development Al Hilal Takaful Environment Agency – Abu Dhabi (EAD) EMAL Emirates Aluminum Finance House

Security & Commodities Authority (SCA) Nail Couture SPA Key Responsibilities:

Full fledge 360-degree integrated Ad Campaign

Overseeing all creative products developed within the scope of Account

Heading various Visualizers, Copywriters & Computer Operator teams

Writing creative strategy and campaign concepts for key clients

Creative presentations to clients

Exposure of designing full fledge Interactive Campaign

Hiring and developing creative talents

Brand Concept for ATL / BTL

Local & Multinational Accounts:

Reckitt Benckiser Pakistan Limited Toyota Indus Motors Company Pvt Senior Creative Manager

Manhattan International Limited (TBWA Worldwide& Euro RSCG Worldwide) [June 2004 – January 2009] Creative Head

SoftKodes Pty Ltd [August 2014 – February 2016]

Senior Creative Manager

Orient McCann [November 2012 – December 2013]

Associate Creative Director (ACD)

INK Advertising – Abu Dhabi, UAE [November 2009 – October 2012] Creative & Concept Director (CCD)

BuyDoBuy Advertising – Dubai, UAE [February 2009 – October 2009] National Bank Pakistan (NBP) Standard Charted Bank (SCB) Pakistan State Oil (PSO) National Investment Trust (NIT) State Life Pakistan Dow Agro Sciences

IFFCO Pakistan Prívate Limited Hino Pak Motor Company Limited Sanofi Aventis Pharmaceutical Paktel GSM [Cellular Communication Network] Motorola Pakistan Prívate Limited Engro Asahi Polymer & Chemical Ltd Knowledge Base

Platforms:

Windows & Mac O/s

Technologies:

Adobe Photoshop CS6 MAC

Adobe Illustrator CS6 MAC

3D Studio Max (Intermediate)

Adobe Flash CS6 MAC

N-Technical Education

Intermediate:

Govt. DJ Science College

Year 1999 (Karachi)

Matriculation:

Career Foundation School

Year 1997 (Karachi)

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