ABUBAKAR IQBAL
IT SUPPORT SPECIALIST
Rosenberg,TX
Summary
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Support Specialist
E-Consortium
Houston, TX
08.2021 - Current
- Worked with Quick book, Computime, Microsoft, Cisco, Fortinet, Meraki, Webroot, ADS, and Medics Premier
- Microsoft Office Admin Center (Share Point, End Point management, Intune) administration
- Technical Support: Active Directory
- Windows, Windows: Software Installation
- Handling customer technical support cases through phone and email submission
- Maintaining system functionality by testing computer components
- Achieving computer stem objectives through collecting relevant data, identifying, and evaluating options and suggesting a course of action
- Maintain client confidence by keeping their information confidential
- Evaluating system potential through assessing compatibility of innovative programs with existing programs
Apple Repair Technician
CSAT Solutions
Houston, TX
04.2021 - 08.2021
- Reviews customers’ complaint to determine details of equipment problems
- Disassembles machines to examine parts, for wear or defects, using hand or power tools and measuring devices
- Conducts diagnosis of problems according to customer complaint
- Advises customer call center concerning equipment operation, maintenance, or requests approval for advanced repair
- Communicate with or conduct rework to ensure successful and efficient repair of units
- Repairs laptop or desktop units according to requirements, using hand or power tools and measuring devices
- Reassembles machines after making repairs or replacing parts
- Analyzes equipment performance assesses equipment functioning
- Cleans, or adjusts mechanical parts to maintain machines' operating efficiency and to prevent breakdowns or repeat return for repair
- Inspects units for cosmetic defects and reports findings in traveler
- Completes repair ticket (traveler)
- Installs and configures new equipment, including operating software or peripheral equipment as required
- Reads and researches specifications, such as blueprints, charts, or schematics, to determine machine settings or adjustments
- Maintains repair parts inventories and places order for any additional parts needed for repairs
- Reinstalls software programs or adjust settings on existing software to fix machine malfunctions
- Compares findings with the customer’s reported problem and advises customer call center of failures found
- Runs basic tests (MRI and e-test)
- Learns and uses new processes and procedures for the WUR repair line.
Marketing and Sales Training Manger / Regional Manager
Boost Mobile
Antonio, Laredo, TX
04.2020 - 04.2021
- Reduced process lags by hiring and training new employees on best practices and protocol
- Handled various duties, including inventory oversight, cash control and daily opening and closing procedures for store
- Developed relationships with customers and presented promotions that increased shelf space, sales, and profit
- Identified customer needs to deliver relevant product solutions and promotions that met target budgets
- Introduced customers to new offerings and updated accounts
- Planned and followed through with inventory management for each store
- Answered customers' questions and addressed problems and complaints in person and via phone
- Met with store managers to discuss product needs, accomplish sales goals, and facilitate sales growth
- Executed outstanding workers' compensation performance by reducing claim volume to save money.
Assistant Manager
Dollar Tree － Sugar Land
Rosenberg, Houston, Stafford, TX
04.2017 - 07.2019
- Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability
- Recruited and hired individuals demonstrating passion, dedication and added value to team
- Coached and developed store associates through formal and informal interactions
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels
- Collaborated with visual merchandising team to develop strategies to drive profitability
- Assessed, optimized, and elevated operations to target current and expected demands
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism
- Achieved or exceeded business plans on a consistent basis by engaging employees in key processes
- Minimized waste by employing specific expense-tracking and cost-control strategies.
Education
Bachelor of Science - Computer Information System
University of Houston
08.2019 - 12.2023
Skills
Remote Help DeskComputer hardware operationsMS OFFICEProduct management and pricingOn-site product demonstrationsProduct and service knowledgeInside and outside salesB2B and B2C salesA good understanding of public Clouds; Microsoft Azure FundamentalsProgramming in Python, HTMLStrategy developmentProduct merchandisingClient account managementNegotiationsSales development
TCP/IP
Debugging
Desktop support
Application support
Multitasking Abilities
MS Office
Good Telephone Etiquette
Training and Development
Customer service expert
Accomplishments
- SBTO 700-755,
- ICS 700-150
- CompTIA:
- Security+ SY0-601
- N10-007
- CSSC: Six Sigma Yellow belt
- Supply Chain: Chartered Institute of Logistics and Transport (CILT)/ (in progress)
- Academics: Certificate of Honors by HCCS
- Sports: Certificate of excellence in soccer
- Martial Arts: certificate of participation and excellence
- ARTS: Certificate of excellence participation and 3rd position
- Scouts: Associated with Boys scouts association for 4 years.
Timeline
Support Specialist
E-Consortium
08.2021 - Current
Apple Repair Technician
CSAT Solutions
04.2021 - 08.2021
Marketing and Sales Training Manger / Regional Manager
Boost Mobile
04.2020 - 04.2021
Bachelor of Science - Computer Information System
University of Houston
08.2019 - 12.2023
Assistant Manager
Dollar Tree － Sugar Land
04.2017 - 07.2019