Bushra Ali
Ungerboeck International
Ballwin,MO
Work Preference
Desired Job Title
Senior Technical Support AnalystNetwork Operations Tech IQuality Development CoordinatorPhone and Internet Repair AnalystOnline desktop support analyst
Work Type
Full Time
Location Preference
RemoteHybrid
Location:
Ballwin, MOVirginia Beach, VA
Open to relocation:
Yes
Important To Me
Career advancementWork-life balanceFlexible work hoursWork from home optionPaid time offHealthcare benefitsPersonal development programsPaid sick leave401k match4-day work week
2
Languages
1
Certification
23
Years of experience
Dynamic professional with over 12 years of customer service and administrative expertise, including 8 years in IT as a database administrator and tester, and 2 years in mortgage services. Proven ability to multitask and excel in fast-paced environments, supported by strong communication and problem-solving skills. Highly proficient in Microsoft Office Suite, SQL Management, SAP, Linux,Zendesk and various CRM systems,along with JIRA. Recognized for driving system improvements and enhancing operational efficiency through advanced technical knowledge and effective user support strategies.
Work History
Senior Technical Support Analyst
5 Years 8 Months- Managed end-to-end SQL Server upgrades and migrations (MS SQL 2014–2017), including configurations, backups, and restorations.
- Provisioned and secured user/non-user accounts within Active Directory and MS Exchange adhering to corporate security compliance.
- Managed customer cases via phone and email using Zendesk and SAP, prioritizing SLA compliance and swift problem diagnosis
- Conducted black-box testing and pre-release script validation to isolate software bugs and streamline SME engineering handoffs.
- Diagnosed network/email anomalies (DNS/SPF lookups) and drove system improvements to increase user satisfaction and uptime.
- Spearheaded process improvements that boosted system reliability, enhanced performance, and increased customer satisfaction.
- Experienced in MS SQL Server 2017, 2016, 2014, and older versions.
- Supported software deployment processes by preparing and configuring necessary systems and environments.
- Testing scripts before the public release of the software patch.
- Conducted black box testing to evaluate software functionality from an end-user perspective.
- Utilized DNS lookup tools for SPF issues.
- Designed and implemented process improvements, enhancing system performance and reliability, resulting in improved user satisfaction.
- Created user accounts for customer databases, maintained system security, and configured user settings in accordance with corporate policies.
- Performed SQL database backups and restorations during migrations and upgrades.
- Used JIRA alongside tools like GitHub and Zendesk to tie customer-facing support tickets and code changes directly to active development tasks.
- Used SAAS tools for support of API and integration design.
- Provisioned user roles, configured multi-tenant environments, and managed system security preferences for the enterprises.
- Ran platform diagnostic tests, parsing JSON files and tracing API logs to find out if a software error requires a vendor patch or a local database code change.
Network Operations Tech I
6 Months- Supported initiatives to simplify and enhance customer experience, contributing to improved service delivery
- Performed basic network operations functions such as monitoring information on all sites and back haul; identified deterioration of components and dispatching/assisting field personnel with repairs
- Responded to incoming trouble calls to assist customers with their concerns.
- Worked closely with engineering, field technicians, marketing and vendors to resolve service issues
- Resolved network problems/faults; escalated as necessary to appropriate parties
- Tracked and updated issues in trouble remedy ticketing system, facilitating efficient incident management and resolution
- Monitored traffic patterns to identify potential problem areas and escalated to appropriate teams to take corrective action to implement short term adjustments as well as refer chronic problems to Engineering for permanent resolution
- Identified alarm correlations and appropriate response actions for future automation
- Monitored maintenance schedules and correlated alarms linked to maintenance.
- Reviewed and input data via Remedy ticketing system, excel sheets, and created tickets under Remedy
- Monitored network performance to ensure optimal service delivery and minimal downtime.
- Diagnosed and resolved technical issues related to network connectivity and performance.
Quality Development Coordinator
7 Months- Monitored progress and provided feedback on billing system and work order data against established goals, including verification of data input, monitoring system flow for service delivery impacts, and aggregating data from various tools.
- Review data and provide SME feedback in a timely manner to supervisors and managers
- Supported efforts to simplify and enhance customer experience through proactive engagement and feedback
- Consulted with Quality Development Supervisor or Work Order Analyst on departmental attainment of established goals and objectives
- Review work orders for accuracy and timely processing
- Compile and generate required reports on a timely basis
- Typed, copied, and collated documents while producing graphs and charts for various reports.
- Reviewed calls for 3-4 teams independently, ensuring quality and accuracy of service.
- Review and input data via Remedy ticketing system, excel sheets and Siebel
Phone and Internet Repair Analyst
10 Months- Executed complex troubleshooting and resolution of inbound phone and internet repair calls using Remedy Ticketing system.
- Provided advanced diagnosis and resolution for telephone customer care issues, including provisioning and network problems.
- Monitored switch, provisioning, and network activity to identify and troubleshoot abnormal trends, improving system reliability.
- Communicated abnormal trends to supervisor for effective escalation and resolution.
- Dispatched trouble tickets using Remedy, categorizing issues as critical, major outage, or minor outage.
- Coordinated across departments to resolve trouble tickets, ensuring timely and effective resolution.
- Initiated changes within telephone switch, streamlining operations and enhancing service quality.
- Applied extensive ITIL knowledge to deliver exceptional end-user support.
Online desktop support analyst
6 Months- Delivered phone, email, and chat support to users navigating software applications, enhancing user experience.
- Assisted students and instructors with Evolve Learning System, Pageburst, HESI, and MD Consult products.
- Utilized Remedy ticketing system to track support requests efficiently.
- Communicated effectively to resolve technical issues promptly.
- Facilitated user navigation on Evolve website across multiple browsers.
- Assisted in development of websites by collaborating with designers and developers. and design with HTML knowledge.
- Guided users through Evolve website across multiple browsers, ensuring seamless access to resources.
- Resolved technical issues promptly through effective communication, minimizing downtime for users.
Sales Associate (seasonal position)
2 Months- Assisted consumers with product inquiries with general promotions in store and all store products
- Stocked all the products on the shelves in a well-mannered
- Handled all cash register duties.
- Comprehended workplace responsibilities including safety protocols the responsibilities at workplace including safety
- Demonstrated strong skills in managing, planning, and budgeting of managing, planning and budgeting
- Displayed effective communication and demonstration skills and demonstration skills
- Experience in designing attractive presentations, marketing campaigns and strategies
Process Analyst/Tier 1/Tier2( Multiple Roles)
1 Year 1 Month- Led development and implementation of Key Performance Indicators (KPIs) and operational support dashboards.
- Monitored customer responses through Customer Loyalty Advisory program and presented actionable insights to senior management.
- Analyzed policies and procedures for problem identification, documentation, distribution, and resolution within global incident response center.
- Monitored customer responses through Customer Loyalty Advisory program and presented data to senior management.
- Assisted over 50 clients daily with case creation, escalation, and monitoring alerts, ensuring timely resolutions using Gomez alert system.
- Utilized Siebel and Vantive daily for case management in high-volume international support center.
- Created and modified job aids for training to improve onboarding and support for team members.
- Supported networking activities (LAN/WAN), VPN, and RAS while monitoring server performance.
Customer Service Representative
4 Months- Resolved customer inquiries and redemption issues efficiently.
- Delivered exceptional customer service, ensuring timely assistance.
- Processed shipping orders for customer-selected rewards. for rewards selected by customers.
- Processed account credits for customer rewards. and facilitated reward transfers promptly.
- Guided customers through various reward programs, enhancing their understanding and usage.
- Recommended tailored award program cards to customers, increasing service uptake.
- Transferred health insurance patients to appropriate departments.
- Transferred health insurance patients to appropriate departments as needed.
Lead Computer Operator
3 Years- Processed payroll using Insertion Machines, ensuring timely and accurate employee compensation.
- Ensured Quality Assurance standards were met in all payroll processing activities.
- Processed payroll using Insertion Machines to ensure accuracy and timeliness.
- Facilitated prompt distribution of payroll to reception for timely delivery.
- Conducted nightly backups and restorations using Backup Exec for data integrity.
- Facilitated payroll distribution to reception, enabling on-time delivery to employees.
- Tracked shipping status of packages to ensure timely delivery. of packages via UPS, DHL, and FedEx to maintain logistics efficiency.
- Oversaw operation of electronic computer equipment, performing troubleshooting tasks.
Administrative Assistant
9 Months- Delivered technical support for Microsoft Office programs, resolving software-related issues for students and staff to enhance their productivity.
- Facilitated troubleshooting of software application complications for students and staff, ensuring timely resolution and minimal disruption.
- Composed letters, memos, reports, emails, and presentations for management staff.
Document filing clerk
2 Years- Filed and sorted mortgage loan documents, enhancing retrieval efficiency.
- Reviewed mortgage loan documents, ensuring accuracy and compliance with regulations.
- Filed and sorted mortgage loan documents to ensure organized retrieval.
- Verified mortgage loan types, directing to appropriate departments for streamlined processing.
- Managed various office administration tasks to support daily operations.
Customer service representative
7 Months- Resolved billing inquiries and issues promptly to enhance customer satisfaction.
- Resolved billing inquiries and issues promptly, boosting customer satisfaction.
- Collected past due payments from customers, increasing cash flow.
- Provided high-quality customer service, strengthening client relationships.
Education
Some College (No Degree) - Computer Engineering
- In Progress
- GPA: 3.27
Some College (No Degree) - Computer Science
High school - Biology
Skills
SQL Management
SAP Troubleshooting
ITIL
Zendesk
Remedy
Vantive
Jira
Salesforce
Access
Excel
Word
PowerPoint
Outlook
Windows
Mac operating systems
Linux
VPN
Remote access support
SAP Cloud
RightNow
CRM
Parature support
Copilot
Communication
Customer support
Help desk support
Certification
- Cyber and network defence Training - 6 mo
Personal Information
Title: IT Specialist
Languages
Hindi
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Technical Support Analyst
Ungerboeck International
03.2018 - 11.2023Read More
Network Operations Tech I
Charter Communications
02.2014 - 08.2014Read More
Quality Development Coordinator
Charter Communications
07.2013 - 02.2014Read More
Phone and Internet Repair Analyst
Charter Communications
09.2012 - 07.2013Read More
Online desktop support analyst
Aerotek
01.2012 - 07.2012Read More
Sales Associate (seasonal position)
Kirlin’s Hallmark
09.2011 - 11.2011Read More
Process Analyst/Tier 1/Tier2( Multiple Roles)
Savvis
08.2010 - 09.2011Read More
Customer Service Representative
Maritz
02.2010 - 06.2010Read More
Administrative Assistant
St. Louis Community College
01.2006 - 10.2006Read More
Lead Computer Operator
Paychex Inc.
12.2005 - 12.2008Read More
Document filing clerk
CitiGroup
12.2002 - 12.2004Read More
Customer service representative
G.C. Services
01.2001 - 08.2001Read More
SIUE
Some College (No Degree) from Computer Engineering
Read More
St. Louis Community College
Some College (No Degree) from Computer Science
Read More
St. Ann’s Junior College
High school from Biology
Read More