Asma Asraar
Phoenix
Summary
Dynamic IT professional with a proven track record at PayPal, excelling in help desk support and enhancing end-user satisfaction. Skilled in diagnosing hardware issues and delivering exceptional customer service, I effectively reduced downtime and improved support processes. Adept at adapting to evolving technology, I bring strong problem-solving abilities and a commitment to continuous improvement.
Overview
2
2
years of professional experience
Work History
Help-desk-support
Server Management Services
01.2024 - Current
- Increased end-user satisfaction by establishing responsive help desk support services for hardware and software issues.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices in help desk support.
- Conducted periodic reviews of help desk support processes, adapting and updating as needed to accommodate changing technology and user needs.
- Delivered help desk support for regional and global users and worked with global service desk team to address repeat issues.
- Monitored industry trends to stay current on best practices in help desk management and incorporate new ideas into departmental operations where appropriate.
- Supported special events within the store, helping create a memorable experience for customers.
- Supported cost estimation processes, gathering necessary data to help engineers plan budgets effectively throughout various projects phases.
IT Help Desk Technician
PayPal
04.2023 - 11.2023
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
Education
Medical Informatics
Osmania University
India05-2010
Skills
- Help desk support
- Cloud-based Application Support
- Individual support
- Color Recognition Support
- Human Resources Support
- Case support
- Workflow support
- Squad leader support
Timeline
Help-desk-support
Server Management Services
01.2024 - Current
IT Help Desk Technician
PayPal
04.2023 - 11.2023
Medical Informatics
Osmania University
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