Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Personal Information
Languages
Timeline
Generic

Askari Jafri

Richmond,USA

Summary

With proven experience providing Project management for different companies, I am confident I will make an immediate contribution to your team and prove to be an asset. I have demonstrated the ability to effectively handle situations or inquiries while working within policy, procedures, and standard processes. You will find I am detail oriented and able to analyze, prioritize and resolve client requests or issues quickly and effectively. I possess excellent communication skills both oral and written. I have remarkable interpersonal, organizational, and time management skills. I am well versed in all the Microsoft Office suite applications. Furthermore, I learn new applications quickly and efficiently. I am able to support team goals along with finishing my assigned tasks which makes me a perfect fit for a multitasking environment such as yours. This summary, as well as my resume, cannot adequately communicate my qualifications in-depth; I look forward to meeting with you to discuss why I would be an asset to your institution. I am available to schedule an interview at your earliest convenience by phone or email.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Help Desk Analyst Tier 1

ITECS
01.2023 - 12.2024
  • Client Support & Issue Resolution: Deliver first-line technical support for small to medium-sized businesses (SMBs), responding to and resolving hardware, software, and network issues within agreed SLAs.
  • System Monitoring & Maintenance: Proactively monitor and manage clients’ IT infrastructure, ensuring optimal performance of servers, workstations, and cloud environments. Perform regular system health checks to identify potential issues before they impact operations.
  • Ticket Management: Utilize IT service management (ITSM) tools to document, track, and manage service requests, ensuring clear communication with clients and adherence to response time expectations.
  • Software & Hardware Support: Provide troubleshooting and configuration support for a wide range of IT hardware (laptops, desktops, printers, etc.) and software applications, including Windows OS, Microsoft Office, remote desktop tools, and third-party business solutions.
  • Network Configuration & Troubleshooting: Assist in the setup and maintenance of routers, firewalls, switches, and wireless networks. Diagnose and resolve connectivity issues, ensuring minimal downtime for client networks.
  • Client Training & Documentation: Develop and deliver user training sessions for client staff on common IT tools and best practices. Create and maintain accurate documentation for systems, procedures, and troubleshooting steps to ensure continuity and consistency.
  • Collaboration & Escalation: Work closely with Tier 2 and Tier 3 technicians for complex issue resolution, providing detailed logs and context to ensure smooth handoffs and timely resolutions.
  • Customer Service Excellence: Maintain a high level of customer satisfaction by providing clear, timely, and professional communication throughout all interactions with clients, ensuring a positive experience during every service request.


Project Manager- Telecommunications

LanceSoft Inc
01.2022 - 01.2023
  • Manage development and quality delivery of all Project documents and deliverables
  • Clearly identify gaps in project delivery - time, cost, resource, deliverables, and escalate as appropriate
  • Developing and maintaining project plans to track critical path tasks, dependencies, and requirements through the project lifecycle
  • Responsible for the overall management, planning, developing, ongoing maintenance, and directing implementation of the Government telecommunications and SIPRNET systems for the client
  • Manage and progress track against those schedules
  • Develop and manage project budgets that meet Program guidelines
  • Coordinate with the Project Construction / Program Manager and Construction Manager for timing, execution and closeout of individual projects
  • Ability to manage multiple projects simultaneously in various stages of completion
  • Manage project cost, scope and schedule
  • Meeting Clients and Vendors procuring new prospective partners and maintaining a working relationship
  • Overlooking deployment, procurement and delivery nationwide
  • Hiring/ interviewing relevant resources to create crews and tiger team to Install 5G Radio and antennae's
  • Keeping track of timeline and site builds contingent to the number of sites

Project Manager (Contractor)

H-Com Wireless -T-Mobile
01.2020 - 12.2022
  • Manage the development and quality delivery of all Project documents and deliverables
  • Clearly identify gaps in project delivery - time, cost, resource, and deliverables, and escalate as appropriate
  • Developing and maintaining project plans to track critical path tasks, dependencies, and requirements through the project lifecycle
  • Responsible for the overall management, planning, developing, ongoing maintenance, and directing the implementation of the Government telecommunications and SIPRNET systems for the client
  • Manage and progress track against those schedules
  • Develop and manage project budgets that meet Program guidelines
  • Coordinate with the Project Construction / Program Manager and Construction Manager for timing, execution, and closeout of individual projects
  • Ability to manage multiple projects simultaneously in various stages of completion
  • Manage project cost, scope, and schedule
  • Meeting Clients and Vendors procuring new prospective partners and maintaining a working relationship
  • Overlooking deployment, procurement, and delivery nationwide
  • Hiring/ interviewing relevant resources to create crews and tiger team to Install 5G Radio and antennae
  • Keeping track of timeline and site builds contingent on the number of sites

Customer Service Advocate

Globe Life
11.2018 - 12.2019
  • Ensure optimal level of transactions for customers and ensure absence of all issues
  • Prepare documents for customers and management and manage follow up
  • Provide support to managerial operations for customers
  • Develop training programs and ensure optimal level of performance for activities
  • Manage internal and external customer and provide necessary customer support
  • Administer all customer order, manage requests and resolve associate issues for customers
  • Monitor all customer inquiries and complaints and assist in effective resolution of same
  • Analyze customer issues, determine causes and initiate corrective actions
  • Coordinate with customer and ensure optimal level of customer services
  • Prepare records and monitor results of customer and associate departments
  • Prepare solutions and ensure retention of all customers and associate business
  • Analyze all issues of customers and new products and advocate appropriate resolutions from management
  • Ensure optimal level of customer services
  • De-escalated calls by utilizing active listening, positive positioning statements to ensure positive resolution for both customer and company
  • Handled and managed 80 to 100 calls per day

Customer Sales Representative

DGS Global Services
02.2017 - 03.2018
  • Worked for multiple cable service providers such as charter Comcast time warner cox communications at TRG the resource group
  • Was a top selling agent for virgin Mobile USA and other Telecommunication brands across the States
  • Serves customers by selling products and meeting customer needs
  • Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors
  • Adjusts content of sales presentations by studying the type of sales outlet or trade factor
  • Focuses sales efforts by studying existing and potential volume of dealers
  • Submits orders by referring to price lists and product literature
  • Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses
  • Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, and merchandising techniques
  • Recommends changes in products, service, and policy by evaluating results and competitive developments
  • Resolves customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management
  • Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
  • Provides historical records by maintaining records on area and customer sales
  • Contributes to team effort by accomplishing related results as needed by upselling to meet and surpass goals

Education

O levels - Biology

Happy Palace Grammar School
08.2013

Skills

  • Communication skills
  • Microsoft Word
  • Leadership
  • Google Suite
  • Customer Support
  • Microsoft Outlook
  • Microsoft Excel
  • Project coordination
  • Call center management
  • Help Desk
  • Ticketing
  • Remedy
  • Service Now
  • IT
  • 5G
  • Construction management
  • Office management
  • Data entry
  • Order management system
  • Google Docs
  • Customer service
  • Data analysis skills
  • QuickBooks
  • Operations management
  • Microsoft Office
  • Commercial construction
  • Waterfall
  • Conflict management
  • Construction
  • Live chat
  • Typing
  • Project management
  • Project management software
  • Computer Literacy (6 years)
  • Customer Care
  • Phone etiquette
  • Call Center
  • Telecommunication

Certification

  • [TX] Driver's License

Additional Information

Public speaking skills can build Repo with customers and deal with client concerns, Debater/Public Speaker during school and Highschool with 6 years of speaking experience, Experience in selling, promoting, and advertising products, Experience in customer relations, Exceptional verifiable talent for ensuring customer satisfaction, Using critical selling strategies to exceed productivity goals, Excellent written and verbal presentation skill

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Spanish
Professional Working

Timeline

Help Desk Analyst Tier 1

ITECS
01.2023 - 12.2024

Project Manager- Telecommunications

LanceSoft Inc
01.2022 - 01.2023

Project Manager (Contractor)

H-Com Wireless -T-Mobile
01.2020 - 12.2022

Customer Service Advocate

Globe Life
11.2018 - 12.2019

Customer Sales Representative

DGS Global Services
02.2017 - 03.2018

O levels - Biology

Happy Palace Grammar School

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Askari Jafri