AMATULLAH "Maunty" MUSTAFA
Summary
High-energy Technical Support Leader with strong oral and interpersonal communication skills. I would describe myself as extremely purposeful, deadline oriented, and dedicated to continuous process improvement in a rapidly changing market. I'm an enthusiastic collaborator with over 25+ years of telecommunications experience. I possess excellent analytical, time management, and relationship-building skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Support Coordinator ll
12.2020 - 12.2021
- Ability to identify and deescalate severe to moderate problems with minimum to no supervision
- Analyzed support cases for technical and troubleshooting accuracy
- Identified needed process improvements
- Resolved complex network troubleshooting issues and escalations, while using internal chat for Tier 2 Tech Support
- Mentored technical support professionals to supply leadership development and skill enhancement
- Innovative and highly skilled in Android/IOS software.
Acting Technical Support Supervisor
04.2019 - 10.2020
- Spearheaded new strategies to improve customer satisfaction through behavior monitoring
- Collaborated on group projects with cross-functional leaders to improve team initiatives and business process implementation
- Utilized functional learning strategies during leader-led meetings to support an important level of team performance
- Continuously developed employee skills through one-on-one coaching sessions
- Quickly grasp complex business processes and design solutions to navigate them
- Fostered positive employee feedback through open communication, training, and personal development
- Worked in cross-functional roles to support other leaders and address staffing needs.
Technical Support Expert
12.2018 - 04.2019
- In-depth knowledge of network, equipment, hardware, and software advancements
- Ability to communicate directives related to network and device troubleshooting
- Up-to-date knowledge of Android/IOS software functionalities
- Strong Attention to Details
- Collaborated on performance incentive projects to reward team achievements.
Support Coach
09.2018 - 12.2018
- New hire learning and development subject matter expert
- Pioneered day to day coaching material and live training sessions
- Dynamic presentation style with a strong classroom presence and facilitation style
- Facilitated Team Meetings- Check for knowledge and skills related to troubleshooting, tools, adherence, and digital.
Quality Assurance Analyst
Sprint
12.2004 - 01.2016
- Implemented innovative programs to increase employee loyalty and reduce turnover
- Work-From-Home: behavior monitoring, production goals, performance management requirements, and advanced technical troubleshooting (2013-2016)
- Facilitated, coached, and mentored staff to ensure smooth adoption of new quality assurance programs
- High-profile Quality Assurance presentations in a classroom environment for New Hire development
- Fostered a work environment focused on quality, communication, collaboration, integration, and teamwork
- Created, edited, and updated project manuals and technical documentation used by the entire QA team.
Acting Quality Assurance Supervisor
01.2008 - 04.2009
- Ensured accountability; achieved departmental and corporate goals by holding self and others accountable to meet commitments
- Interpreted, applied, and/or consistently enforced all company policies, rules, and regulations
- Coordinated Executive visits, recruiting, and scheduled team onsite and offsite events
- Ability to manage multiple tasks and assignments through delegation and management of resources
- Managed attendance adherence, departmental policies, procedures, and production schedules.
Education
Bachelor of Science - Business Administration/Human Resource Management
Strayer University
Charlotte, NC12-2016
Skills
- Remote Support
- Technical Training
- System Diagnostics
- Software Testing
- Escalation Management
- Application Support
- Data Recovery
- User Support
- Hardware Diagnostics
- Customer Service
- Technical Support
- Application Installations
- Network Configuration
- Microsoft Outlook
- LAN/WAN
- Training Abilities
- Complaint Resolution
- Hardware Upgrades
- Account Updating
- Technical Troubleshooting
- MS Office Proficiency
- Product Troubleshooting
- Issue Troubleshooting
Certification
- Network Assurance Certified- Verizon, 02/01/2021, 04/01/2021
- Certified in 4G/5G Network Infrastructure
- Certified in 4G/5G Network Troubleshooting
- Android/IOS Software Troubleshooting
Additional Accomplishments
- The Society for Collegiate Leadership & Achievement (2016-Current).
- Volunteer HOA Social Committee (2024).
- Nonprofit charitable donations to ALLKIND, SC, LLC (2020-2023).
- Strayer University Alumni Volunteer commencement ceremony (2017).
- Learning and Development Support Coach (Verizon, 09/2018-12/2018).
- Customer Service Specialist (Verizon, 2/2018-09/2018).
References
Upon Request
Timeline
Technical Support Coordinator ll
12.2020 - 12.2021
Acting Technical Support Supervisor
04.2019 - 10.2020
Technical Support Expert
12.2018 - 04.2019
Support Coach
09.2018 - 12.2018
Acting Quality Assurance Supervisor
01.2008 - 04.2009
Quality Assurance Analyst
Sprint
12.2004 - 01.2016
Bachelor of Science - Business Administration/Human Resource Management
Strayer University
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