Rubina Ruby Email & Phone Number

• Activated new equipment on the network after configuration and provisioning for improving service experience• Assisted Field technician with their daily routines and troubleshot issues to bring down SLA• Followed up with customers if service call is not required and escalated field issues to appropriate teams for timely resolution to increase consumer satisfaction• Deployed Splunk for monitoring and searching through big data to generate alerts and reports to understand the daily trends in tickets• Analyzed service calls and provided feedback for coaching opportunities and identified skill gaps• Provided Remote desktop Assistance on Windows and Mac OS based end points (Laptops Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), and Microsoft Office to resolve issues in a timely manner

• Receive, troubleshoot & resolve network issues and service requests from Business Clients • Identify, solve, and document root or recurring problems. • Take ownership for issue resolution within service levels and escalate critical issues to field teams.• Follow up on clients Identify, solve and document root or recurring problems.• VoIP configurations and troubleshooting Cisco Firewalls and access points• Keeping an up-to-date documentation on internal Knowledge base

• Provide first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty • Perform troubleshooting techniques over the phone or via web messenger to identify and resolve issues • Provide knowledgeable technical support and troubleshooting guidance with Network, Internet, Television and Digital Phone • Establish patterns to reoccurring issues and provides input to development teams • Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner • Assist team members and provide support and solutions to customer queries to meet company objectives • Maintain updated knowledge of company products and services to better provide customer support and service solutions • Tracked user calls for resolution and escalation through confidential software provided by the company • Support and train new hires/mentees on hardware systems and software applications • Help mentees set up their hardware/software and ensure they have access to all the tools • Conduct a meeting with new hires to understand their growth in the organization • Prepare daily report on their performance and submit tickets in case they have hardware/software issue

Pakistan

• Respond to requests for technical assistance in person and remotely via phone or Email by applying expert communication and customer service skills increasing client satisfaction by 92%• Recommend and conduct workstation migration from Windows 8 to Windows 10, ensuring Microsoft's continued support and protecting sensitive information from potential data breaches• Respond to conference room technical difficulties within 5 minutes to minimize interference with critical business operations• Conduct training sessions to educate users on how to solve common workstation and connectivity issues, successfully reducing tickets 12% over a 2-month period• Review procedures and make recommendations to management to streamline operations increasing department efficiency• Performs other job-related duties, as may be assigned.