Hasan Ali Email & Phone Number

London Area, United Kingdom

• Provided first-level technical support for over 1,000 users, resolving 90% of issues on first contact.
• Managed and prioritized incidents and service requests using ITIL best practices and ticketing systems like Avanti and JIRA.
• Diagnosed and resolved hardware, software, network, and account issues, ensuring timely resolution and minimal impact on business operations.
• Conducted root cause analysis for recurring issues, contributing to the development of permanent solutions and process improvements.
• Maintained detailed documentation of support requests, solutions, and troubleshooting procedures for knowledge base improvement.
• Trained and mentored junior analysts, enhancing team capabilities and overall service quality.

Wyboston, England, United Kingdom

• I ensure games are free from errors, is appropriate for the market, and give an enjoyable and immersive experience to the end user.
• I follow documented processes at all stages of the testing process using TestRail.
• Carry out specific checks in a consistent and thorough manner as part of a structured test plan
• Identify, isolate, and document bugs clearly and concisely in a bug database – I use Jira for bug tracking and Helix for bug entry and regressions.
• Write up bug reports to a very high standard, using correct terminology.
• Verify bugs have been fixed and implemented correctly.

London Area, United Kingdom

• Employed excellent time-management skills to maximise sales and reduce errors.
• Utilised effective upselling techniques to increase customer interest.
• Giving advice and guidance as an exchange expert and using negotiation skills to deliver excellent service as well as meet SLA's.
• Processed international money transfers.
• Worked independently, ensuring the highest level of professionalism.
• Processed all transactions efficiently and accurately, taking care to avoid any discrepancies, carefully balancing the till.

London Area, United Kingdom

• Conducted in-depth troubleshooting and efficient diagnosis of ICT system faults, completing within deadline dependent environments.
• Tested and evaluated new technology installed within systems, ensuring excellent working order before project sign off.
• Ensured the smooth running of school's ICT systems by performing regular upgrades and backups.
• Managed the setup of new user accounts within the company and providing access to all relevant software, completing as instructed by management.
• Regularly installed the latest ICT antivirus software to keep files safe and secure from security threats.
• Managed the installation and configuration of newly developed and secure computer hardware.

Bachelor'S Degree, Media And Sociology

Higher National Diploma, Media And Computing, D* D* D*