Project Management Customer Service

SADAF ASHRAF

Cambridge, MA 617-***-**** ***********@*******.***

CAREER SUMMARY

Telecom/ IT Professional with extensive experience in the IT Industry with a good understanding of networking protocols through knowledge and expertise in data communication systems. I have proven skills in building high-performing teams, managing multiple projects, and leading team members toward success promptly to meet company objectives while meeting customer’s requirements. I bring an entrepreneurial spirit and a strong sense of ownership to all aspects of my work. These include the ability to adapt quickly to changing priorities; successfully identify problems as well as implement effective solutions that satisfy internal and external customer needs. My career experience has been focused on customer-facing roles supporting both large-scale and smaller regional offices with a solid understanding of corporate cultures, academia, and technical knowledge. I also have experience of 24/7 rotational schedule on-call support duty in my past roles. COMPETENCIES

Leadership, effective communication, problem solving and Project Management skills Technical Troubleshooting, Customer Service, Training and Instruction, Inventory Management

Technical Skills: TCP/IP, Software Installation and Debugging, Equipment Maintenance Networks Knowledge of BSS, BTS, GSM, 3G, 4G, VOIP, Wi Fi, Wi-MAX & LTE with hands on experience in software and hardware installations and implementation/up-gradations of firewalls, switches and routers Operating Systems: Windows, iOS

Databases: Oracle

Content management: Microsoft SharePoint

Circuit Design & Simulation: MATLAB, ADS, Cadence

Computer Applications: Adobe Suite, Siebel CRM, NetSuite CRM, Zendesk, Service Now, Beacon, AWS, Salesforce, Agile, Cisco Finesse, Cisco Jabber, Google Analytics, PeopleSoft CRM, ERP, Semantria, Google fusion, Microsoft Teams and AUTOCAD EDUCATION

Harvard University

Master’s in Education Cambridge, MA

• Learning, Design, Innovation & Technology May 2026 Tufts University Medford, MA

Master’s Certificate in Microwave & Wireless Engineering May 2019

• Relevant Coursework: Wireless Engineering, Silicon RF IC Design, Microwave Circuit Design, Data Communication, iPv4, iPv6 Bay Path University Longmeadow, MA

Master of Science in Information Management & Communication May 2017

• Relevant Coursework: Business Intelligence, Data Analytics, Project Management, Fiscal Management Sir Syed University of Engineering & Technology Karachi, Pakistan Bachelor of Science in Telecommunication Engineering March 2013

• Relevant Coursework: Computer Networks, System Engineering, Network Security, Microcontroller, Instrumentation, Optical Fiber Communication, Database, Wireless Communications, Digital Signal Processing, Signals & Systems PROFESSIONAL EXPERIENCE

Harvard University Cambridge, MA

IT Support Technician - HGSE Jan’2022- Present

• Efficiently monitoring computer lab resources and computing environment for errors and ensure optimum up time of resources

• Troubleshoot tier one Mac and Windows OS, and support email and desktop applications

• Delivering and setting up of new computers and removal of old computers as outlined by the SCCM deployment process

• Built, configuring, deploying and maintains personal computing products including desktops, laptops, tablets, research workstations, and mobile devices

• Supporting sets-up, breaks-down, operates, and oversees the use of multimedia equipment including video recording and projection, audio reinforcement and recording, document cameras, data projection, computers, and additional multimedia equipment for lecture halls, classrooms, event spaces, and conference rooms

• Translated the needs into training that help groom the new for the next levels of their career path

• Conducted regular equipment inventory checks and ensured accurate records were maintained.

• Collaborated with team members to recommend equipment purchases based on user needs

• Worked together with management and senior peers to implement necessary changes for existing processes, policies, knowledge assets, and services for improvement opportunities

• Reviewing existing processes, policies, knowledge assets and services for improvement opportunities, and

• Acted as an ally to all other members of the support team, by being approachable, sharing, and friendly, providing whatever aid they can to assure that customer issues are being addressed in timely and precise manner. IT Academy Courses: IT Service Mindset I & II, Information Security Foundations, Prince Agile Foundation, Trusted Advisor Level I & II, Digital Accessibility Foundations, ITIL 4 Foundations (in-progress) IT Support Center Analyst - HGSE August 2021-Dec2021

• Efficiently diagnosing and resolving computer-related problems in hardware, applications, and operating systems, including issues related to installations and configurations

• Provided primary support to resolve issues relating to computer and printer repair issues

• Maintained teaching laptops by installing, testing, and debugging programs.

• Conducted regular equipment inventory checks and ensured accurate records were maintained.

• Collaborated with team members to recommend equipment purchases based on user needs.

• Responded promptly to customer inquiries, resolving technical issues in a timely and efficient manner.

• Documented and maintained records of support requests and resolutions.

• Stayed updated with emerging technology trends and attended relevant training sessions.

• Track all client interactions and document work process

• Facilitate the migration of Windows local server to Active directory by conducting testing

• Provided knowledgeable technical support via the phone, walkup, remote tools, and escalating when appropriate

• Efficiently maintained accurate technical documentation and knowledge management content (internal and customer facing). Deloitte Dulles, TX

System Administrator - Remote Feb’2021 to July’2021

• Provided application support for the Salesforce to the users

• Provided technical support on the zoom to the users having issues with the web-based scheduling tool

• Configured, established and managed local area network (LAN) connectivity and provided support on VMware remotely

• Contract to do remote dial in software installs and VPN software installations

• Assisted with creating and diagnosing problems with print queues using DHCP

• Assisted the team with provisioning and deprovisioning of the user accounts on Active directory

• Created reports on SQL Management Server of the agent’s billing reconciliation

• Provided timely, accurate and efficient support to the users via email and remote sessions with MFA & Duo app issues ID.me McLean, VA

Helpdesk Support Specialist May’2020 to June’2021

• Assisted end users with application issues on their account and issues with the identity verification process.

• Escalated relevant tickets to the Fraud team for investigation.

• Escalated other relevant tickets to other teams based on need reflected in the ticket.

• Facilitated with JIRA updates when necessary to address software issues on the account or occurring more generally on the platform.

• Coordinated with the Product team and Engineering team to adapt to updates and also to escalate relevant tickets when necessary.

• Tracked daily metrics by the hour to help improve daily productivity, and to keep track of events that occur when productivity decreases.

• Worked with other teams on prioritizing other various assignments when needs arose across the Member Support department

Baystate Health Technology Innovation Center - Tech Spring Springfield, MA IT Associate - Internship May’2016 to August’2017

• Provided first level support and recommended further actions to rectify to the customers, members and guests regarding the technical issues

• Delivered general and technical support to the members, guests and provided support for the delivery of live events to the technicians for the backend Skype issues

• Solved issues related to printer, iPads, TV, AV systems, video/ audio conferencing, presentation multimedia and Wireless connectivity

• Developed and implemented a system for IT inventory to organize and categorize equipment for the easy retrieval and identification

• Coordinated with the host team in organizing workshops, networking events and conference calls while ensuring good audio and video transmission, reception and multi-media broadcasting Co-Work Springfield Springfield, MA

CRM & Digital Media Marketing Intern Jan’2016 to August ‘2016

• Developed and managed online marketing campaigns for the company; effectively driving brand awareness, engagement and traffic to social media pages

• Tracked key social media analytics monthly basis, including Google Analytics, Bitly statistics, LinkedIn company stats

• Designed pamphlets with the marketing and the graphic design team and assisted in designing marketing flyers for promotion

• Designed and distributed the email newsletters and event announcements

• Compiled customer engagement data for analysis and evaluation.

• Gathered and organized customer interaction information from various sources Tele Card Pvt. Ltd Karachi, Pakistan

NOC Engineer Sept’2013 to Aug’2015

• Monitored the performance of the network infrastructure and escalate the issue to the next level of support for resolution

• Managed Field engineering team and worked in a VOIP environment running NOC operations

• Ensured smooth operation of company’s NWD Enterprise calling service

• Monitored routed, and resolved trouble tickets using ticketing system and coordinated the critical infrastructure of the technical resources

• Troubleshot network issues and resolve connectivity issues in coordination with respective vendors

• Resolved call routing issues with Operations Maintenance Center (OMC) and (LDI) Long-distance & International. Also ensure a backup resource for functional service of calling operation

• Delivered technical assistance to Business Unit on various calling solutions

• Developed record of accurately maintaining detailed vendor list, generating reports, coordinating meetings

• Liaised with field engineers and network engineers for testing and resolution of client-end issue Pakistan Telecommunication Corporation Limited Karachi, Pakistan Technical Support Engineer – DSL Broadband Department July’2012 to Sept’2013

• Troubleshot and rectified user-end technical issues of multimedia and DSL broadband services

• Supported Domain hosting services

• Tracked, routed and redirect problems to correct resources (field engineers) for quick resolution to the team as per set SOPs

• Configured remote-end ADSL broadband and wireless routers of different vendors mainly Linksys, TP Link, Huawei, ZTE, and ZyXEL

• Attended seasonal trainings and regular staff-meetings to discuss top issues and open cases and system issues through information sharing practices

Trainee Engineer – Switching, Wireless Local Loop, Transmission Department Feb’2012 to Apr’2012

• Understood telecom service provisioning and faults rectifications

• Monitored PTCL’s Wireless Local Loop Network

• Exposed to the network design and operations in WLL Network and maintenance of PSTN

• Acquired hands-on knowledge of optical fiber cable network Allied VMS Technologies Karachi, Pakistan

Network Administration – Internship Jan’ 2011 to Jan’ 2012

• Maintained network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to the vendor

• Established network specifications by conferring with users; analyzing workflow, access information and security requirements including interface configurations & routing protocols

• Secured & optimized the network by developing network access, monitoring and, maintenance of documentation K Electric Karachi, Pakistan

SCADA Trainee Engineer Jan ‘2010 to Oct ‘2010

• Assisted in SCADA/EMS systems upgrade projects and improved internal procedures to manage the maintenance of the system within the company guidelines and compliance framework and provided 24/7 on-call support.

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