Sheikh Bamasri Email & Phone Number

Perth, Western Australia, Australia

IT&T, technical troubleshooting

Ex Perth

Perth, Australia

 I exercised attention to detail when evaluating call interactions to ensure agent adherence to processes, compliance standards and management frameworks for their individual coaching and development plan I played a major role to root cause analysis by extracting data trends and data mining to streamline wastage on quality and continuous improvements initiatives which saw a cost saving achievement for the business unit Due to my diligence and care I was asked to coach, train, support and promote customer advocacy to agency staff in multi-level teams at Tech Mahindra Hyderabad call centre as a subject matter expert (SME) for broadband internet and other telecommunication products  I was able to access and identify potential risks, health and safety issues towards quality improvement project. I managed the design and implemented knowledge base application for agents to drive while on the job

Perth, Australia

 I utilised my strong technical ability when testing and analyzing network transmission issues on Telstra consumer and business broadband services I had the ability to effectively troubleshoot Cisco routers and run script programming on Telstra IP Telephony connectivity issue for clients through Telstra customer records and IT Asset Management systems I was able to mediate and travel the extra mile by building a technical bridge with engineers and vendors on major network incidents or service outages to get a fast resolution I provided support and resolution to domain hosting and end user email incident enquiries which include mail server setup configuration and data traffic testing in a timely manner I ran domain trace routes and probe mail server respond times for small business, enterprise and government clients I provided communication technicians (CT's) with technical advice on job resolution during their field assignments

Perth, Australia

 I was able to provide clients with a clear understanding towards product selection and use my negotiation skills to get the best solution to suits their business requirement which earned me a General Manager Award top performer for sales lead initiatives  I provided regular feedback to onshore and offshore Level 1 support staff on customer investigation process to promote getting it right the first time I provided good technical troubleshooting for mobile Smartphone such as Apple, Android and Windows Mobile devices, Fluent with all the built-in and mainstream content applications including personal computer operating system like Windows and Apple MAC I was able to get a fast resolution towards fault finding to on email integration failures between user’s email client on mobile devices or personal computers  I liaised closely with process and network engineers to work on the National Blackspot mobile coverage project by using mapping system such as Netmaps, Google maps and Telstra internal application to improve communication services mainly in Australia remote locations

Six Sigma – Black Belt

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Bachelor'S Degree, Communications And It, Minor In Computer Science

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Advanced Diploma, Computing & Information Technology

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