Usaid A

EDUCATION

Bachelor of Commerce, University of Karachi, Pakistan (2013)

WORK EXPERIENCE

Support Engineer @ C9 Group, Australia (May 2023 – Present)

• Administer and maintain the organization's VOIP PBX system, ensuring optimal uptime and reliability.
• Configure, deploy, and troubleshoot VOIP phones, resolving hardware and software issues.
• Manage user accounts, extensions, and call routing features, implementing upgrades and security patches.
• Administer routers, switches, and network hardware supporting VOIP systems, optimizing bandwidth for call quality.
• Provide Tier 2 and Tier 3 support for VOIP-related incidents and escalate issues as needed.
• Create documentation for VOIP systems and generate regular performance reports.
• Collaborate with vendors and service providers to ensure service-level agreements (SLAs) are met.

QA Analyst - Technical Support @ Ibex Global (SquareTrade), Karachi, Pakistan (Jul 2022 – May 2023)

• Manage and supervise a team of technical support specialists in providing customer support and troubleshooting assistance.
• Ensure quality assurance by monitoring and reviewing customer interactions, providing coaching and feedback to team members.
• Develop and maintain training materials and knowledge bases to ensure agents are up-to-date with the latest technical knowledge and best practices.
• Conduct regular audits to ensure compliance with company policies and procedures.
• Collaborate with other departments to ensure timely resolution of technical issues and customer escalations.

Technical Support Specialist @ Ibex Global (SquareTrade), Karachi, Pakistan (Nov 2019 – Jul 2022)

• Provided technical support and troubleshooting assistance to customers via phone, email, and live chat.
• Resolved complex technical issues by analyzing data and utilizing problem-solving skills.
• Escalated issues to appropriate teams when necessary and provided follow-up to ensure timely resolution.
• Maintained detailed records of customer interactions and transactions.
• Assisted in training new technical support specialists on the floor.

Customer Support Supervisor @ Ibex Global (SquareTrade), Karachi, Pakistan (May – Nov 2019)

• Handled customer escalations and resolved complex issues by collaborating with other departments to find appropriate solutions.
• Supported agents on the floor with CRM queries and day-to-day use.
• Provided coaching and feedback to agents to improve their performance and maintain customer satisfaction.
• Created and maintained training materials and knowledge bases to ensure agents were up-to-date with the latest product and service information.
• Monitored customer interactions to identify areas for improvement and provide feedback to agents and management.

Customer Support Specialist @ Ibex Global (SquareTrade), Karachi, Pakistan (Dec 2018 – May 2019)

• Answered customer inquiries via phone, email, and live chat in a timely and professional manner.
• Provided product information and claim filing assistance to customers.
• Maintained detailed records of customer interactions and claims.
• Assisted in the development of training materials and knowledge bases.

Marketing and Sales Manager @ MAK Gadget (Telecommunications), Karachi, Pakistan (Jan 2016 – Dec 2017)

• Managed sales and customer service for mobile sets, laptops, and tablets.
• Monitored inventory levels and coordinated with distributors and importers to ensure timely availability of merchandise.
• Maintained receivables and payables journal.

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