Customer Service Support Analyst

(Muhammad) Hamza Chaudhary

Address: * ******** *****, *********, *** 7SA

Telephone: 078**-******

Email: ******************@*****.***

May 2019 – Present

APPLICATIONS SUPPORT ANALYST: Keepmoat Homes Ltd

Responsible for overall direction, planning and control of all aspects related to the Business Applications department and its functions within the company

Responsible for managing and integrating a new service desk ITSM platform into the business that aligned with the company’s growth and strategy

Configured content of new service desk software, including automated replies to for tickets logged, improving customer service by setting up customer ticket surveys and improving overall communication with the customers.

Extensively documented processes, created ‘How To’ guides for training new technical staff in my team.

Accountable for procurement and management of business applications, software licences and relationships with associated 3rd party providers

Manage software renewals from start to finish, liaise with third party suppliers, ascertain competitive quotes and manage company wide integration.

Manage external support teams to resolve break fix issues within the standard SLA and KPI times

Problem manage common issues that arise to reduce workload on service desk

Liaising with managers to decide on new SLA times support engineers/company adhere to

Co-ordinate external team onboarding process, provide training and guidance to individuals to bring them up to speed and in line with Keepmoat’s ethos and SLA times

Liaise with 3rd party application providers to support any issues logged through to conclusion

Take ownership and prioritise all application issues and see through to resolution

Act as a final point of escalation for 3rd line support in accordance with agreed SLA’s

Provide cover for 2nd line application support, incorporating monitoring ITSM for any application issues that have been raised

Participate in delivery of high-quality projects and business system changes

Contribute towards any allocated unit, user acceptance and regression testing

Managing the deployment of Intune across the estate by transferring old SCCM packages over to Intune ready for deployment to devices across the company

Managing external audits requirements for software licencing and making sure the organisation is compliant

Primary Account owner for majority of 3rd party software providers such as AutoCAD, Adobe, COINS (ERP System), Bluebeam, Asite, CHAS etc.

Currently heavily involved in Microsoft Azure Dev Ops project

November 2017 – May 2019

SERVICE DESK ANALYST: Littlefish

Provide IT support for all incidents and service request raised on a busy service desk supporting multiple Government contracts

Deliver excellent customer service on behalf of all contracts

Convey concise, consistent information to customers utilising multiple communication tools

Tackle all technical issues promptly with great emphasis placed on first time-fix

Wherever required documenting processes for first time fixes so these become established across the team

Working in a highly pressurised environment remaining very goal orientated, consistently striving to achieve personal KPI’s

Responsible for follow up contacts on all tickets raised take pride in ensuring client receives the best customer service on every call

January 2017 – November 2017

1ST LINE SUPPORT ANALYST: Phasify Ltd

Provide 1st line support to customer base

Plan and prioritise tickets and personal workloads adhering to SLA’s

Deliver Microsoft Office 365 suite administration and support

Build and provision desktop PC’s using multiple operating systems

Service and fix all computer hardware and peripherals

Install upgrades to existing hardware

Provide a wide range of support from initial account creation, application support and troubleshooting connectivity

Track work in progress and record all issues and solutions so that knowledge can be shared

Provide training on new systems to users, both face-face and online

EDUCATION/PROFESSIONAL TRAINING

ITIL v4 Foundation Certificate (exam pending)

Edexcel Advanced Apprenticeship in IT, Software, Web & Telecoms

L3 Diploma in ICT Professional Competence

L3 Extended Diploma in ICT Systems and Principles

A Level Maths, Chemistry & Biology

11 GCSE’s including Maths and English

ADDITIONAL INFORMATION

Full, clean driving license with own transport

Regularly attend the gym for my own fitness, also enjoy boxing and embrace opportunity to watch live fights

A highly motivated, enthusiastic, technically minded individual with a passion for IT and a desire to take on new challenges. Professional, intuitive and analytical in approach has established success within MSP and Construction sectors delivering effective provision of service support, continual service improvement and 3rd party management, within an ITIL environment. Adaptable and continually striving to deliver outstanding customer service and support of all business applications, project support and ITSM development.

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