Mona Afaghi

- Leading admin team and preparing weekly tasks agenda

- Managing and controlling inquiries

- Performing active directory changes such as creating and modification of user account, network drive access etc

- Providing support for user queries and assisting users access to system and networks

- Updating/ changing data base systems

- Helping maintain workplace security by issuing, checking, and collecting badges as necessary and maintaining visitor logs

- Process receipts and verify invoices and create accurate documentation and records including invoices reconciliation

- Office management and assisting with arrangements for key company events, monthly social gatherings

- Managing and organizing management calendar and booking meeting rooms and taking notes at meetings

- Schedule, coordinate, and administer OH&S training sessions for employees

- Managing and controlling petty cash and prepare monthly reports to meet finance budget

- In case of need, assisting accounts payable with processing invoices and logging (submit) them in ISL system

- New Employee Onboarding: Coordinate the setup of new employees, including providing them with necessary equipment, preparation of documentation

- Reviewing purchase orders for office supplies

- Procurement and managing of office supply and amenities for both head office and site team on each project.

Achievements:

· Commenced employment as a Receptionist, demonstrating dedication and a strong work ethic.

· Progressed to the role of Administration Officer, showcasing adaptability and a capacity to take on increased responsibilities.

· Successfully collaborated with various departments, including IT, Marketing, and Accounts, demonstrating versatility and a proactive approach to supporting organizational functions.

· A highly motivated employee with a passion for contributing to the success of the company.

· Excelled in multitasking, managing diverse responsibilities efficiently.

· Established as a reliable and trustworthy professional, earning the trust of the Deputy Manager and Chairman of the company.

- Handling and escalating incoming and outgoing customer service calls and technical support requests

- Executing trouble tickets, following troubleshooting SOPs to resolve device issues online

- Raised tickets and managed escalations, ensuring timely resolution of technical issues in accordance with SLA

- Provided comprehensive support for user queries, optimizing their access to systems and networks

-Installed and supported various software applications, enhancing overall system efficiency

- Offered desktop support through phone or remote-control methods

- Booking technician or onsite technical support to perform device configuration

- Conducted training sessions on troubleshooting and SOPs for the level 1 service team

- Assisted team members in handling customer calls, ensuring efficient problem resolution

- Resolved outbound calls to Lenovo customers, addressing issues that team members were unable to resolve.

Achievements:

• Stepped up to out-bound call and escalation team from executive level 1 technical support team in less than 4 months.

• Obtaining 1th place top performer certificate in multiple months during my career.

• Received many complementary emails from customers with high level of satisfaction.

• Engaging multiple vendors and contractors to rectify customers’ requirements.’

- Call management (Controlling a call through effective communication techniques)

- Management, coordination, and execution of telecommunication tasks including configuration and monitoring of telecommunication devices such as router, modem, Fiber termination point and optical network terminal

- Analyzing the wireless channels and frequencies for internet networks in order to maximize performance of wireless connections

- Deliver service and support to end-users, communicating and managing Customers presenting high quality service for Customers by utilizing interpersonal Skills, Identify and overcome objections

- Multitasking/ Managing multiple priorities or assignment simultaneously

- Configuration of routers and modems

- Technical resource in the configuration and maintenance of IP networking equipment

- Installation, relocation and upgrade SingTel routers and wireless boosters

- Executing trouble tickets and performing LAN and WAN support to resolve network related issue of the customers or assigning technician onsite.

Achievements:

• Obtaining 1th place top performer certificate in multiple months during my career.

• Received many complementary emails from customers with high level of satisfaction.

• Accomplished the certificate of 9 habits of highly successful customer support professionals.

• Keeping track of all payments and expenditures, including payroll, purchase orders, invoices, statements, etc
• Reconciling processed work by verifying entries and comparing system reports to balances
• Preparing analyses of accounts and producing monthly reports and maintaining historical records
• Match invoices with purchase orders and send them to my line manager for payment approval
• Verify and process employee expense claims and manage the approval and payment process.