Zain Ahmed
Brooklyn,NY
Summary
Motivated and detail-oriented IT professional seeking a supervisory role in a progressive organization that fosters professional growth, knowledge enhancement, and career advancement. Committed to applying technical expertise and problem-solving skills to enhance IT operations and customer support. Passionate about team management, customer service, and process improvement, with a strong ability to lead and collaborate effectively in fast-paced environments. Adept at troubleshooting technical issues, providing exceptional user support, and ensuring seamless IT service delivery. A strong communicator with a customer-centric approach, dedicated to optimizing support processes and driving operational efficiency
Overview
4
4
years of professional experience
Work History
Level 1 Technical Support Representative
Premier Solutions
Remote Job
03.2022 - 09.2024
- Provided Tier 1 Technical Support, assisting users with troubleshooting hardware, software, and network-related issues to ensure timely resolution.
- Diagnosed and resolved basic technical issues, escalating complex problems to higher-tier support teams when necessary.
- Delivered exceptional customer service, guiding users through step-by-step solutions and ensuring a positive support experience.
- Logged, tracked, and documented support requests in the ticketing system, maintaining accurate records for future reference and analysis.
- Assisted in system updates, installations, and basic configurations, ensuring smooth IT operations.
- Collaborated with internal teams to identify recurring technical issues and contribute to process improvements.
- Maintained a strong understanding of IT products and services, staying updated on new troubleshooting techniques and best practices..
CSR
Orkatok
06.2020 - 07.2021
- Customer Service Advisor at ORKATOK INC, a Silicon Valley-based BPO.
- Started as a Customer Support Representative, quickly developing strong customer service skills.
- Successfully resolved 250+ customer issues, ensuring high customer satisfaction and maintaining the company's reputation.
- Experienced in handling customer inquiries and complaints through phone, email, and face-to-face interactions.
- Strong communication and problem-solving skills, with a proactive approach to customer needs.
- Passionate about delivering exceptional customer service and contributing to a positive customer experience.
Education
A-Level - ComputerScience/ Business
British Council/Cambridge
06-2019
O-Level - ComputerScience/ Business
British Council/Cambridge
05-2018
Skills
- Technical Proficiency – Strong understanding of IT products, software, and services with the ability to troubleshoot basic technical issues
- Problem-Solving Skills – Analytical approach to diagnosing and resolving customer and technical support issues efficiently
- Incident and Pressure Management – Ability to handle high-pressure situations, prioritize tasks, and manage multiple support requests effectively
- Effective Communication – Clear and professional communication skills for assisting users, explaining technical concepts, and documenting issues
- Team Collaboration – Experience working in team environments, managing workloads, and maintaining composure under tight deadlines
Timeline
Level 1 Technical Support Representative
Premier Solutions
03.2022 - 09.2024
CSR
Orkatok
06.2020 - 07.2021
A-Level - ComputerScience/ Business
British Council/Cambridge
O-Level - ComputerScience/ Business
British Council/Cambridge
Similar Profiles
Coral BresserCoral Bresser
Sales Agent at Premier SolutionsSales Agent at Premier Solutions
Cody PierceCody Pierce
Senior Employment Advisor at Premier SolutionsSenior Employment Advisor at Premier Solutions
Robert MayfieldRobert Mayfield
EXPERIENCE Receptionist at Premier SolutionsEXPERIENCE Receptionist at Premier Solutions