Hasamuddin Emami
Reno,NV
Summary
Friendly Help Desk Technician with 5 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
9
9
years of professional experience
3
3
Certificates
49
49
years of post-secondary education
Work History
IT Help Desk Technician
Unique Atlantic Telecom
09.2017 - 08.2021
- Monitoring and Maintaining overall network devices healthy according to standard points
- Providing advanced 2nd line and possible 3rd line technical support for customers.
- Troubleshooting and resolving any issue with site BTSs, PTPs and Sectors
- Troubleshooting and resolving any issue with sites switches and applying new advanced features into them
- Troubleshooting and resolving any issue with customers’ CPE (Customer Premises Equipment)
- Updating overall installed Wireless equipment firmware / IOS to the latest version available from individual vendors
- Troubleshooting and resolving any issue with customers’ LAN network devices remotely by using remote control software
- Arranging team to visit the customer site or the organization sites to resolve the raised technical issues if required
- Recording system monitoring events and customers’ complaint full details in related databases
- Being responsive in a polite, professional, and formal way to all customers’ calls, emails, and complaints
- Informing customers via email and if required via phone about any normal, urgent, and critical Maintenance activity, network issues, and their individual related equipment issues when the issue raises and confirm the status with them
- Coordinating and cooperating with technical department on customers and sites’ related matters as required
- Reporting full works detail done while being at assigned shift to authorized line supervisor and handing over all pending and under process tasks and complaints to next shift responsible.
- Compiled and accurately entered data for each customer encounter to record in system.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Maintained servers and systems to keep networks fully operational during peak periods.
Customer Service Representative
MTN Telecom Company
01.2012 - 01.2017
- Answering customers enquiries, Compliance, Requests and Providing support to the customers on phone
- Educates customers about exiting and new products and services which may include promotional sale sales
- Customer nitration, welcoming customers (greeting customers with smile and confidence)
- Customers quires, complete knowledge of MTN new offers/ promos of and all products and services)
- MTN Vs
- Computations Information (Providing correct and convincing info)
- Achieving service target (call center KPIs , Customer Waiting time in QUEUE, Complain resolution and accurate info/ on spot)
- Reports (timely and accurate reporting)
- Team Champaign positive attitude (support team, ideas, solution, cooperate and assist team in achieving goals)
- Outlook information and usage ability to receive new service and promotions guidance on time and sending any new complain to team the available team leader
- Highlighting customers compliance and requests those are not solvable to on the spot to fulfillment for solution
- Adherence to the schedule given by the team leader
- Adherence to the time in, time out and breasts of given schedule
- Ensuring the Quality of Call while interaction with each and every customer
- Satisfaction of angry customers to insure best experience has been taken away by the customer from MTN Customer Care
- Any other related tasks which is given by the supervisor
Education
BCS( Bachelors of Computer Science ) -
Rana University
Skills
Network Infrastructure Monitoring
undefinedCertification
Cisco Certified Network Associate
Timeline
Cisco Certified Network Associate
02-2020
IT Help Desk Technician
Unique Atlantic Telecom
09.2017 - 08.2021
Microsoft Certified IT Professional
07-2015
Customer Service Representative
MTN Telecom Company
01.2012 - 01.2017
A+Hardware
07-2011
BCS( Bachelors of Computer Science ) -
Rana University
Similar Profiles
Jade ZunigaJade Zuniga
Caterer/Owner/Operator at Unique Events By JF/ Unique Street Eatz Food TruckCaterer/Owner/Operator at Unique Events By JF/ Unique Street Eatz Food Truck
Mark WestonMark Weston
Specialist - Quality Assurance & Compliance at Virgin Atlantic & Virgin Atlantic HolidaysSpecialist - Quality Assurance & Compliance at Virgin Atlantic & Virgin Atlantic Holidays
KELLY RAMOSKELLY RAMOS
Registered Nurse at Atlantic Health System, Atlantic Medical GroupRegistered Nurse at Atlantic Health System, Atlantic Medical Group
Naveed AzimNaveed Azim
Financial Services Analyst at Unitek CollegeFinancial Services Analyst at Unitek College
Robert CurfmanRobert Curfman
Teacher/ Department Head at Coral Academy Of Science Reno- High SchoolTeacher/ Department Head at Coral Academy Of Science Reno- High School