SAMREEN TABASSUM
Summary
A diligent, hardworking, and focused person with excellent communication and technical handling assessments. Excellent organizational and multitasking skills. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Service Desk Analyst
Fujitsu
09.2023 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Offered assistance in implementing and developing training programs.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Engaged in user support interactions via telephone, chat and email platforms.
IT Service Desk Analyst
Fujitsu Australia And New Zealand
03.2022 - Current
- Ensuring prompt resolution of IT incidents and Requests by resolving them or finding the appropriate escalation required to another level.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Providing specialist skills in supporting and troubleshooting network problems and emergencies by configuring the network settings at the user ends, which involves troubleshooting the firewalls and identifying issues within the firewall and resolving it.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
Customer Solutions Specialist
Probe
06.2021 - 02.2022
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanour
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Documented detailed notes in CRM system to track customer interactions
- Documented and maintained records of support requests, elevations, and actions taken.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
Customer Service Supervisor
Coles
09.2018 - 08.2021
- Determined the priority of tasks and assigned staff to provide effective and efficient service
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Supervised and guided staff, providing assistance to meet department and organizational goals.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Technical Support Associate
Amazon
09.2017 - 02.2018
- Worked in the Amazon Prime Team for the London region
- Checked the status and payments of the accounts and tracked the parcel
- Cleared the background checks of the drivers and customers
- Raised various tickets and cleared many tickets issued regarding the prime account holders ( all types) Documented and maintained records of support requests, elevations, and actions taken
- Scheduled and executed software installations and upgrades.
- Developed and implemented preventive maintenance procedures.
- Promoted efficiency among departments with prompt resolution of system issues.
Education
Master of Science - Computer Networking
La Trobe University
Melbourne, VIC03.2020
Bachelor of Science - Electrical, Electronics Engineering Technologies
SR University
Hasanparthy04.2017
Skills
- Windows, MAC operating
- VPN troubleshooting
- Hardware Upgrades
- Customer Service Expertise
- Desktop Support
- Support Ticket System Management
- SLA Compliance
- Training and Mentoring
- Remote Technical Support
- Hardware Repair
- Friendly and Patient
- CCNA certified
Certification
Cisco Certified Network Associate ( CCNA )
Timeline
Senior Service Desk Analyst
Fujitsu
09.2023 - Current
IT Service Desk Analyst
Fujitsu Australia And New Zealand
03.2022 - Current
Customer Solutions Specialist
Probe
06.2021 - 02.2022
Customer Service Supervisor
Coles
09.2018 - 08.2021
Technical Support Associate
Amazon
09.2017 - 02.2018
Master of Science - Computer Networking
La Trobe University
Bachelor of Science - Electrical, Electronics Engineering Technologies
SR University
Cisco Certified Network Associate ( CCNA )
Similar Profiles
SILVER MAPHOSASILVER MAPHOSA
Customer Service Process Controller at FujitsuCustomer Service Process Controller at Fujitsu
Conor ChitolieConor Chitolie
Software Engineer at FujitsuSoftware Engineer at Fujitsu
Subhash ChougaleSubhash Chougale
Application Developer at FujitsuApplication Developer at Fujitsu