Ahmed Musawar
Customer Service Technical Support Analyst
Queens,NY
Time ripens all things; no man is born wise.
Miguel de Cervantes
Summary
As a Customer Service Technical Support Analyst at Pearson, I currently specialize in delivering exceptional technical support and ensuring seamless operations for users. Leveraging my background in cybersecurity and AWS, I address complex technical challenges while maintaining high standards of customer service.
Previously, as a Test Administrator at Pearson, I managed secure and efficient testing environments. I contributed to maintaining a robust IT infrastructure through technical support, system deployment, and proactive maintenance. My expertise included implementing security measures, ensuring compliance with performance standards, and optimizing system performance using AWS IAM and AWS Security. These roles have sharpened my problem-solving skills and strengthened my ability to support both users and systems effectively.
Overview
5
5
years of professional experience
3
3
Certification
4
4
years of post-secondary education
Work History
Customer Service Technical Support Specialist
Pearson
Remote
01.2025 - Current
- Assist customers by troubleshooting technical issues and providing step-by-step solutions.
- Respond to inquiries via phone, email, or chat, ensuring prompt and professional service.
- Resolve executive-level issues with urgency and discretion, ensuring high satisfaction and seamless operations.
- Document and track support tickets, escalating complex issues to higher-level teams as needed.
- Guide users in resolving software or hardware problems, enhancing their overall experience.
- Maintain a strong focus on customer satisfaction and operational efficiency.
Test Administrator
Pearson
New York, NY
03.2024 - 12.2024
- Administered secure and efficient testing environments, ensuring compliance with Pearson's testing policies and procedures.
- Managed test schedules, verified candidate identification, and monitored exam sessions to uphold integrity and security.
- Provided technical support for testing workstations and resolved hardware or software issues promptly.
- Ensured the readiness of testing equipment and maintained accurate records of test results and incidents.
Help Desk Support Specialist
Asurion
New York, NY
08.2019 - 01.2024
- Diagnosed and resolved complex hardware, software, and network issues, with focus on identifying and mitigating security vulnerabilities.
- Managed and documented incidents and service requests, ensuring detailed tracking of security-related issues and resolutions.
- Provided both remote and on-site support, implementing and enforcing security best practices to protect against potential threats and breaches.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Configured hardware, devices, and software to set up work stations for employees
- Removed malware, ransomware, and other threats from laptops and desktop systems
AWS Cloud Support Engineer
Opportunities For A Better Tomorrow
Brooklyn, NY
02.2023 - 06.2023
- Assisted in deploying and managing cloud resources using AWS services like EC2, S3, and RDS, focusing on secure configurations and access controls.
- Implemented security measures and compliance protocols for cloud applications and data, strengthening overall cloud security posture.
- Monitored and optimised cloud resource usage and performance, identifying and addressing potential security vulnerabilities and inefficiencies.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes
- Performed network security design and integration duties
- Proven ability to develop and implement creative solutions to complex problems
Education
Computer Science
01.2022 - 07.2024
Graduated with a focus on cybersecurity, including network security, encryption, and managing threats.
Associates - Health Sciences
01.2018 - 12.2019
Graduated with an Associate's in Health Sciences, focusing on foundational health principles and patient care.
- Dean's List for 4 consecutive semesters
Skills
- Information Technology
- Troubleshooting
- Issue Resolution
- Hardware maintenance
- Patch management
- Software Installation
- Application support
- Backup and recovery
- System Configuration
- IT Security Management
- Wireless area networking
Certification
- CompTIA IT Fundamentals (ITF+) Certification, 03/23
- AWS Certified Cloud Practitioner, 05/23
- PPC Test Administrator (PPC-TA) Certification, 03/2024
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceWork from home optionFlexible work hoursLanguages
Urdu
Native or Bilingual
Punjabi
Native or Bilingual
Hindi
Professional Working
Portuguese
Limited Working
Spanish
Elementary
Interests
Cricket
Soccer
Hiking
Camping
Travelling
Timeline
Customer Service Technical Support Specialist - Pearson
01.2025 - Current
Test Administrator - Pearson
03.2024 - 12.2024
AWS Cloud Support Engineer - Opportunities For A Better Tomorrow
02.2023 - 06.2023
Queens College - , Computer Science
01.2022 - 07.2024
Help Desk Support Specialist - Asurion
08.2019 - 01.2024
Queensborough Community College - Associates, Health Sciences
01.2018 - 12.2019