ABDUL GHAFAR KAMARA
Arlington,VA
Summary
Conscientious Customer Service Engineer with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
6
6
years of professional experience
Work History
Junior Software Engineer Intern
ZTEsoft
Nanjing, China, N/A
12.2016 - 06.2023
- Wrote clear, clean code for various projects.
- Partnered with team members to learn best practices in software design.
- Handled scripting tasks for debugging and automation.
- Tested new applications for usability and adherence to code plan.
- Developed reports using SQL server reporting services.
Customer Service Engineer
Whale Cloud Technology Formerly Known As ZTEsoft
Nanjing, China, Nanjing
08.2017 - Current
- Provided primary customer support to internal and external customers.
- Recommended 5 BSS/OSS products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
Education
Master of Science - Cyber Security
07.2024
Bachelors - Computer Science and Technology
2017
Language HSK Level - Chinese
07.2013
Skills
- Java, PHP, C, JavaScript and HTML, PL/SQL, Bash/Shell Script, Python, SQL, CSS, Bootstrap, Nodejs, Oracle Database, MongoDB, Full Stack Web Development, Android Development, ETL, Mediation, OCS, PCRF
- Computer Hardware Knowledge
- Active Listening
- Critical Thinking
- Team Support
- Sales Support
- Troubleshooting Network Issues
- Issue and Resolution Tracking
- Resolve Technical Problems
- Support SOP Writing
- Hardware and Software Repair
- Voice and Data Service Migration
- Customer Service and Assistance
Languages
English
Native or Bilingual
French
Limited Working
Chinese (Mandarin)
Full Professional
Timeline
Customer Service Engineer - Whale Cloud Technology Formerly Known As ZTEsoft
08.2017 - Current
Junior Software Engineer Intern - ZTEsoft
12.2016 - 06.2023
Bay Atlantic University - Master of Science, Cyber Security
Anhui University - Bachelors, Computer Science and
Technology
Tongji University - Language HSK Level, Chinese
Similar Profiles
Alexander WiandAlexander Wiand
Sunday School Teacher at Good Shepherd Lutheran ChurchSunday School Teacher at Good Shepherd Lutheran Church
Noralisa LeoNoralisa Leo
Executive Director at Representative DemocracyExecutive Director at Representative Democracy
Kalee KestelootKalee Kesteloot
Beverage Cart Attendant at Cutalong at Lake AnnaBeverage Cart Attendant at Cutalong at Lake Anna