Hussein Yusuf Email & Phone Number

United Kingdom

- Responded to and resolved network incidents and outages for multiple clients under intense pressure.- Diagnosed and troubleshooted connectivity issues, whilst going through troubleshooting with the customers over the phone. -Logged into and managed various routers, including Juniper, Cisco, DrayTek, and Zyxel, to troubleshoot and resolve customer issues.- Performed routine maintenance- Ordered routers and other network equipment when required in order to resolve customer issues. - Conducted remote sessions with customers to address and resolve network issues.- Worked with xDSL connections, EFM circuits, and full fibre leased lines.- Provisioned new network services and equipment for clients.- Liaised between Openreach/ Wavenet field engineers, and customers regarding site visits.- Coordinated with clients and vendors to resolve network issues.- Documented network configurations, incidents, and resolutions for clients.- Managed backups of client network configurations and critical data.- Passed configurations to 2nd line team for peer review / sanity checks.- Delivering exceptional customer service and support to ensure client satisfaction- Managed customer issues through a priority-based ticketing system, meeting SLAs.

- Monitored network performance and availability to identify and address anomalies.- Responded to and troubleshot network incidents to restore normal operations.- Conducted routine maintenance and updates to ensure network infrastructure remained secure and up-to-date.

- Engaged with customers to understandtheir needs and provided excellentservice, ensuring patient privacy andconfidentiality.- Proficient in using Active Directory.installation and setup ofapplications, including anti-virussoftware and Microsoft Office, whileresponding to technical issues viaemail, calls, and live chat, conductingremote fixes, and delivering trainingsessions on software updates and newsystems.- Conducted follow-ups on resolvedtickets, utilizing surveys to gatherfeedback and identify service deskinefficiencies.- Stayed updated and well-trained incurrent technologies, includingdesktop sharing, cloud services, andVoIP.- Lead projects and improve technicalend of work for internal employees.