Farhanaz Bashar
Leesburg,VA
Summary
Results-driven professional passionate about technology and with a proven track record of success in analyzing complex problems and effectively communicating solutions. Currently seeking a technical role that aligns with experience, skills, and educational background in Information Technology. Holds a Baccalaureate degree in Information Technology and practical experience gained in the field. Eager to embark on a career where contribution can be made meaningfully with dedication and determination. Brings versatile expertise in interpersonal and analytical skills, as well as teamwork. Offers a fresh perspective and unwavering commitment to excellence and achievement. Adaptability and proactive approach to delivering effective solutions have consistently been acknowledged throughout academic and professional journey.
Overview
16
16
years of professional experience
Work History
LiveOps Support Representative
Nike, Inc.
10.2023 - 09.2024
- Managed approximately 70 incoming calls per day.Provided service and support for consumers and retail partners
Support Specialist
FIS (Nations Benefits)
01.2023 - 09.2023
- Managed approximately 60 incoming calls per day for issues related to credit cards, debit cards, and website support of different financial institutions.
Support Services Specialist
FIS (KeyBank)
04.2022 - 12.2022
- Handled approximately 968 calls per week
- Managed incoming calls for unemployment, child support, and unclaimed funds in different states
- Worked effectively in fast-paced environment.
Support Representative
Walgreens
07.2021 - 03.2022
- Scheduled appointments and answered inquiries for Covid-19 vaccinations;
Tax Associate
Intuit
03.2021 - 06.2021
- Managed approximately 80 incoming calls and live chat from taxpayers to resolve issues related to filing, amendment, and returns.
Moderator
Mod Squad
01.2019 - 02.2021
- Moderated and escalated reports of approximately 200 remote players;moderated images in a scholastic environment; submitted reports of live streams; handled insurance calls; enrolled members into programs and subscriptions; answered and resolved all account and product inquiries.
Support Representative
TeleTech
08.2018 - 12.2018
- Managed approximately 50 inbound calls per day for Best Buy products and services.
Consultant
ITutorGroup
08.2017 - 07.2018
- Completed approximately 1170 ESL sessions
IT Administrator and Support Specialist
US Inspect
01.2017 - 07.2017
- Resolved approximately 321 trouble tickets for technical issues related to connectivity, hardware, and software; analyzed trouble tickets for input to upper management to rebuild request procedure for Zendesk; assigned Home Gauge, Canvas, UC One licenses for new hires
- Established strict access controls based on role-based policies, enhancing organizational compliance standards.
- Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints.
- Optimized software performance through regular updates, patches, and maintenance tasks to ensure seamless user experience.
- Implemented desktop imaging strategies that expedited new employee onboarding process thereby minimizing downtime.
- Monitored networks and network devices to resolve technical problems quickly.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
User Support Representative
Siber Systems, Incorporated
12.2008 - 12.2016
- Resolved technical and billing issues related to RoboForm and Good Sync.
Education
Bachelor of Science - Information Systems
University of Texas
Arlington, TXSkills
- Active Directory
- Jira administration
- O365 administration
- Azure administration
- PowerShell
- SQL
- Hyper-V
- Patch Management
- Monitoring Tools
- Networking Concepts
- Cybersecurity
- Visual Basic
- COBOL
Timeline
LiveOps Support Representative
Nike, Inc.
10.2023 - 09.2024
Support Specialist
FIS (Nations Benefits)
01.2023 - 09.2023
Support Services Specialist
FIS (KeyBank)
04.2022 - 12.2022
Support Representative
Walgreens
07.2021 - 03.2022
Tax Associate
Intuit
03.2021 - 06.2021
Moderator
Mod Squad
01.2019 - 02.2021
Support Representative
TeleTech
08.2018 - 12.2018
Consultant
ITutorGroup
08.2017 - 07.2018
IT Administrator and Support Specialist
US Inspect
01.2017 - 07.2017
User Support Representative
Siber Systems, Incorporated
12.2008 - 12.2016
Bachelor of Science - Information Systems
University of Texas
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