Abdul Haque
Sydney,NSW
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Service Desk Analysis
Infosys BPM - Optus Client Project
01.2021 - Current
- Provide managed communication service to optus enterprise customers
- Provide technical support to Businesses, Government departments and major banks
- Manage workflow to ensure Major Network or Sensitive Customer Faults are prioritized
- Assisting and supporting in planned outages, network hazards and permits to work
- Responding to Trouble Tickets and Network Alarms, and rectifying faults
- Increase customer loyalty and lower customer exit transitions
- ServiceNow, Myservice, Remedy ticketing system
- Monitoring various elements of network by multiple Network Management Systems
- Positively represented to customers through all forms of communication, exhibiting empathy to their situation, perspective, constraints and issues
- Ability to problem solve /troubleshoot issues with Mobile, Internet and Phone services
- Manage ANZ, Westpac and CBA customers
- Manage government departments
- Troubleshooting direct lines, multi-lines and evolve network circuits .
- Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) time frames
- Performing troubleshooting procedures for mobile network issues and diagnosing faults and investigating issue using Specialized tools
- Reporting and escalating network and infrastructure incidents for smooth running of business while ensuring network capacity and optimum performance.
Senior Technical Support Officer
Fuzenet
02.2015 - 12.2020
- Providing technical support to customers for their voice and data services on different networks (FTTH, VDSL, ADSL, HFC Docsis2.0 & 3.0)
- Providing technical support to Lbnco child companies fuzenet, Homelinx, Stealth, Ewire, Fuzeconnect, Meriton WIFI, Varsity internet and Open network
- Provisioning and activating services with LBNCO
- Working experience in customer service, communicating over text or email
- Setting up and troubleshooting cloud based PBX (voip line) for Business customers
- Troubleshooting customer’s internet, phone and email issues
- Configuring customer’s modem and router remotely
- Configuring Cisco ATA devices for phone services on HFC network
- Updating customer queries into CRM system and escalating to network providers when needed and follow up with customer.
Technical Solution Support Specialist
Telstra
11.2010 - 11.2014
- Provided 1st level and 2nd level support to residential and business customers with PSTN and ADSL products
- To provide technical service, solutions and support to the networks, infrastructure, products and services operated by Telstra
- Up-sell appropriate products during the course of the call
- Providing level 2 supports to field staff and FOH consultants
- Troubleshooting user desktop related problems using the phone and remote access tool
- PSTN rotary/line hunts groups
- Assist customers with PC and CPE configuration
- Log in to phone queues to accept calls from field techs, internal staff and customers
- Remotely test and restore PSTN services for residential and business customers
- Completed provisioning orders in time and with accuracy to maintain high SLA
- Provided excellent customer service and won customer compliments.
Technical Support Representative
Teletech
07.2008 - 06.2009
- Assist the customer with setting up Big pond Security (Anti-virus, Anti-spyware, Firewall, Content filtering and privacy)
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Resetting keys and provides high level technical support and answer technical questions
- Identify customer issues and provide resolution during the first call if possible
- Virus eradication including Manual Virus removal
- Maintain accurate call records and customer information.
Education
Master of Information Technology -
University of Southern Queensland
Sydney, Australia01.2008
Master of Information System - undefined
University of Ballarat
Sydney, Australia01.2007
Bachelor of Information System - undefined
University of Ballarat
Sydney, Australia01.2006
Bachelor of Computer Application - undefined
Osmania University
Hyderabad, India01.2003
Skills
- Proficient in Office 365
- Familiar with Windows OS
- Network fundamentals
- LAN Switching
- Routing and WAN technologies
- Service Now
- Customer Service Skills
- Technical skills
Accomplishments
- Provided technical training to End Users to install and/or configure their modem, router, install telephone, fax and answering machines.
- Written technical manual for Call Centre which enhanced the teams overall performance by reducing call volumes, re-calls and improve customer satisfaction.
- Successfully completed Service Brilliance Professional Achievement
Professionaloverview
Telecommunications Professional with 16+ years of industry experience in managed service, PSTN, Fibre, VDSL, HFC, ADSL and mobile product. Learnt to provide the best technical support, sales, Provisioning and customer service. Level headed and calm in stressful situation with well developed skills.
References
Provided On Request
Timeline
Service Desk Analysis
Infosys BPM - Optus Client Project
01.2021 - Current
Senior Technical Support Officer
Fuzenet
02.2015 - 12.2020
Technical Solution Support Specialist
Telstra
11.2010 - 11.2014
Technical Support Representative
Teletech
07.2008 - 06.2009
Master of Information System - undefined
University of Ballarat
Bachelor of Information System - undefined
University of Ballarat
Bachelor of Computer Application - undefined
Osmania University
Master of Information Technology -
University of Southern Queensland
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