Omer H. Email & Phone Number

Lahore, Punjab, Pakistan

Provide support and manage billing operations, generate detailed periodic reports and arrange meetings and training sessions with resources not achieving KPIs.Performed duties as an analytical overlay and a key point communication with Enterprise clients, thus focusing intently on customer satisfaction and relationship management and building.Provide customer follow-up and issue management, coordinated customer calls/chat, monitor incidents, respond as appropriate Interact regularly with development, customer success, and implementation groups in the north America officeEnsure optimum ongoing customer satisfaction through timely response, provided training sessions, videos, knowledgebase, to stay up to date on the latest technologies and methods.

Lahore District, Punjab, Pakistan

Provide support and manage billing operations, generate detailed periodic reports and arrange meetings and training sessions with resources not achieving KPIs.Performed duties as an analytical overlay and a key point communication with Enterprise clients, thus focusing intently on customer satisfaction and relationship management and building.Provide customer follow-up and issue management, coordinated customer calls/chat, monitor incidents, respond as appropriate Interact regularly with development, customer success, and implementation groups in the north America officeEnsure optimum ongoing customer satisfaction through timely response, provided training sessions, videos, knowledgebase, to stay up to date on the latest technologies and methods.

Lahore, Punjab, Pakistan

 Worked for Microsoft to gave support for Office 365 and Azure across the globe and handled thousands of cases regarding exchange online, Azure policies, Intune, OneDrive, SharePoint, etc. Utilized acute technical skill and knowledge to provide accurate and creative solutions to user problems in a timely manner. Provided a high degree of courteous and helpful customer service always. Conducted regular trend analysis, documents, and reports results as well as researched, resolved, and responded to questions received via telephone, emails, and call backs. Generated logs call data and cases into a central database or help desk system.

 Managed the team of 10 person for local IT Support remotely to AT&T stores in all over the USA and handled multiple devices like routers, switches, network printers, barcode scanners, Fingerprint scanners, Credit card machines, etc. Rendered a keen eye for details to conduct regular trend analysis, documents, and reports results, also provided regular continuous improvement ideas and solutions to increase the effectiveness of support services. Exercised hands-on approach and effective controls to recommend systems modifications to reduce user problems, also provided PC Hardware support with network cards, monitors, video cards etc. Delivered fully technical support to Printers, Scanners and Faxes. Assist in the setup of new PC’s, performed daily backups, installed desktop software upgrades as well as assisted in the development of system documentation. Accomplished Special projects as assigned by leadership, sent complete report of helpdesk to Team Lead and higher management.

 Gave local IT Support remotely to AT&T stores in all over the USA and handled multiple devices like routers, switches, network printers, barcode scanners, Fingerprint scanners, Credit card machines, etc. Researched numerous verticals to resolve and respond to questions received via telephone, emails, and call backs, generated logs call data and trouble tickets into a central database or help desk system. Delivered a high degree of courteous and helpful customer service, as well as regular continuous improvement ideas and solutions to increase the effectiveness of support services. Provided PC Hardware support with network cards, monitors, video cards etc. as well as supported Printers, Scanners and Faxes. Assisted in the setup of new PC’s, performed daily backups, as well as installed desktop software upgrades as needed.

Lahore

• Installing new software• Installing new hardware (servers, printers, computer workstations, etc.)• Setting up user accounts, permissions and passwords• Overseeing security of all systems, especially the internet, and installing antivirus protection• Fixing network faults• Network maintenance• Technical support for people using the network• Training staff on new systems• Day to day admin and monitoring of network use• Planning future improvements, suggesting IT solutions to business problems• Making sure all IT meets industry standards• Supervising helpdesk staff

Bachelor’S Degree, Electrical And Electronics Engineering, A

Activities and Societies: General Sectary at IEEE Student branch University of South Asia BSc Electrical Engineering

Associate’S Degree, Science, B+

Activities and Societies: Debates FSc Pre-Engineering

Matriculation, Science, A

Activities and Societies: Debates Matriculation