This listing was posted on BarefootStudent.
Usman Masood
Description:
Usman Masood 27 Carriage Way, Millstone Township, NJ 08510 | (C) (862) 849 XXXX | XXXX@mail.com | www.linkedin.com/in/usman-masood-4b6745196 Professional summaryAs a seasoned IT professional with CompTIA A+ and Network+ certifications, I offer extensive expertise in technical support, network administration, and customer relations. Skilled in a variety of technical areas including troubleshooting, computer repair, and network connectivity, I have a proven track record of upgrading workstations, managing Windows administration, and implementing software solutions. My proficiency in the Microsoft Office Suite 365, Active Directory, and Remote Desktop Protocol (RDP), combined with experience in managing both iOS and Android systems, positions me as a versatile and adaptable IT expert. My ability to efficiently document bugs and contribute to process improvements, along with my hands-on experience with tools like JIRA and LiveChat, further exemplifies my commitment to operational excellence and customer satisfaction in dynamic tech environments.Core competenciesCompTIA A+ | CompTIA Network+ | SEO Tools | Customer Relations | Troubleshooting | Computer Repair | Social Media | Network Connectivity | Upgrading Workstations | Network Wiring | Windows Administration | Software Installation | Bug Reporting and Documentation | Process Improvement | Desktop Sharing | Microsoft Office Suite 365 (Word, Excel, PowerPoint, Outlook) | MCP/MCTS Windows 7 & 8.1 | Active Directory | Remote Desktop Protocol (RDP) | JIRA | iOS | Android | LiveChat PROFESSIONAL EXPERIENCE Technical Support Product Specialist Intermedia Cloud Communications – Sunnyvale, CA (Remote) | September 2022 – Present• Expertly Resolved Technical Queries : Spearheaded resolution of technical issues via phone using Unite apps and web-based platforms, employing Oracle ticketing system for effective case management.• Advanced Support Techniques : Utilized Live Chat with desktop sharing tools, identifying and documenting new support issues or product bugs.• Collaborative Problem-Solving & Trend Analysis : Collaborated with team members for issue resolution, and proactively reported emerging trends to senior engineers.• Sales and Product Enhancement : Successfully upsold Intermedia services, contributing to product improvement and achieving Key Performance Indicator (KPI) goals.• Efficient Communication and Escalation : Managed outbound customer calls using CCA, identifying and escalating complex technical issues to specialized personnel. Technical Support Analyst (Contract) Rocket Pharmaceutical – Cranbury, NJ | June 2022 – July 2022• Responsive Technical Support : Provided prompt and professional support for end user requests via email, telephone, and in-person, ensuring efficient problem resolution.• Problem-Solving and Account Management : Investigated and resolved user problems by identifying sources and implementing solutions; created new user accounts in Active Directory and other firm systems.• Effective Ticket Management : Skilfully managed help desk tickets using Jira, demonstrating strong organizational and tracking abilities.• Confidentiality and On-Call Duties : Maintained strict confidentiality of sensitive information processed, stored, or accessed on the network and performed on-call tasks as directed by the manager. Level I – HelpDesk/Desktop – Education Sector Microsoft – Freehold, NJ | June 2020 – June 2022• Software/Hardware Support Expertise : Provided Level I and II support for Microsoft software and hardware, focusing on education clients, including troubleshooting O365, Surface Laptops, and network connectivity.• Education Product Guidance & Customer Service : Guided customers through Microsoft Education products and offerings, addressing service inquiries with timely and accurate responses.• Influence in Education Sector : Played a key role in shaping the education culture through the Microsoft Innovative Educator (MIE) program, influencing and inspiring educational stakeholders.• Account Growth and Management : Assisted in the growth and management of diverse accounts, ranging from small to large, in both SMB and EDU sectors, demonstrating versatility and strategic thinking.• Professional Customer Interaction & Technical Assistance : Maintained professionalism in customer interactions, effectively resolving complaints, troubleshooting issues, and scheduling service appointments for technical support. Customer Care Representative Raymour & Flanigan – Freehold, NJ | January 2019 – May 2020• Multichannel Customer Service : Expertly handled phone inquiries, addressing billing, technical, and general customer service questions, and provided in-person assistance on product and service-related information.• Inventory Coordination : Efficiently scheduled weekly inventory pickups and deliveries with vendors, ensuring smooth operational flow.• Effective Issue Resolution & Communication : Managed a broad range of customer service tasks, resolving customer issues promptly and directing calls to appropriate individuals and departments.• Administrative Excellence and Follow-Up : Handled administrative duties and email correspondence to resolve tickets, while maintaining regular follow-ups with customers regarding scheduled services and purchases. File Clerk (Temp) Iron Mountain – Freehold, NJ | June 2018 – January 2019• Organizational Efficiency : Systematically checked and categorized incoming materials alphabetically, ensuring effective information management and retrieval.• Mail Handling and Distribution : Efficiently sorted and distributed mail to various departments, contributing to smooth internal communications.• Document Preparation and Management : Prepared hard copy records for scanning and document preparation, showcasing meticulous attention to detail.• Administrative Support and Communication Skills : Performed essential office tasks such as making copies, faxing, and printing important documents, while demonstrating proficient communication skills both verbally and in writing across all organizational levels. Recovery Co-Worker IKEA – Paramus, NJ | October 2016 – April 2018• Enhancing Customer Experience : Provided a positive shopping experience in the As-Is section by being service-minded, maintaining high standards in routines and housekeeping, and exceeding customer service expectations.• Compliance and Audit Adherence : Adhered to IKEA's Commercial Review, ASR (Administration Support Retail) Audit, and SEC Check (Security Check) Audit guidelines, ensuring compliance with company policies.• Inventory Reconciliation and Management : Played a crucial role in the accurate reconciliation of written-off, damaged, or returned items, contributing to the maintenance of precise store inventory levels.• Operational Support and Collaboration : Supported supervisors and managers in promoting the understanding and efficiency of the Recovery System, and closely collaborated with the Customer Service Department to ensure optimal service regarding returns, exchanges, and spare parts requests. Public Relations Intern CPR Strategic Marketing Communications - Hasbrouck Heights, New Jersey, United States | September 2017-November 2017• Created media lists• Drafted pitches and press releases• Pitched the media• Researched awards/conferences• Maintained client clip books• Assisted with social media efforts• Monitored, reporting, and tracking tools (Cision/PR Newswire), Hootsuite Goods Flow Co-Worker I IKEA – Paramus, NJ | June 2016 – October 2016• Efficient Goods Management : Managed a range of goods flow activities including unloading, internal transport within the warehouse, stock replenishment, and distribution, using equipment safely and effectively to minimize damage to stock and equipment.• Collaborative Store Preparation : Worked collaboratively with team members to ensure the store was well-stocked and prepared for opening, contributing to a seamless shopping experience for customers.• Safety and Process Implementation : Ensured the protection and safety of areas of responsibility for both clients and coworkers, and actively participated in the implementation of agreed processes, operating methods, and IT systems to enhance efficiency and customer satisfaction. Customer Service Representative IKEA – Paramus, NJ | September 2009 – November 2014• Comprehensive Customer Service Delivery : Provided exceptional customer service throughout the purchasing process, assessing customer preferences, offering tailored advice and recommendations on products, and ensuring a thorough understanding of different items and their suitability.• Product Presentation and Education : Presented customers with safe shopping tools and catalogs, clearly outlined the features and benefits of products, and educated customers on the use and functionality of various items.• Versatile Role Fulfillment : Assumed a range of responsibilities including reception duties, answering incoming calls, handling customer complaints, coordinating goods collection, and managing home deliveries, exchanges, and refunds. Computer Support Technician (Intern) Lascomp Institute – Hackensack, NJ | June 2015 – December 2015• Technical Support Expertise : Provided comprehensive PC technical support to approximately 40 end-users, effectively troubleshooting and resolving a variety of technical issues.• Hardware and Software Management : Skilled in the configuration, upgrade, management, and maintenance of computer hardware and software, ensuring optimal performance and user satisfaction. Social Media Intern Tri-Star Product Inc. – Fairfield, NJ | June 2015 – August 2015• Social Media Development and Maintenance : Actively supported the development and maintenance of the company’s social media accounts, effectively generating traffic and enhancing brand awareness across platforms.• Brand Engagement and Monitoring : Assisted in monitoring key online discussions and activities, ensuring active engagement and positive representation of the brand on various social media channels.• Content Creation and Analytics Management : Crafted and updated weekly social media content for platforms like Facebook, Google+, and Pinterest, and meticulously maintained an Excel spreadsheet for tracking the company's social media analytics. Administrative Assistant Kelly Services – Lyndhurst, NJ | September 2005 – December 2005• Comprehensive Administrative Support : Provided a wide range of administrative services including welcoming customers and office guests, handling incoming and outgoing calls, and creating documents, correspondence, and memos.• Office Management and Coordination : Managed essential office functions such as ordering supplies, and handling general tasks like filing, faxing, printing, and photocopying, ensuring efficient office operations.• Travel and Itinerary Planning : Organized and coordinated business travel, itineraries, and accommodations for managers, demonstrating strong planning and organizational skills. Copy & Print Center Technician Staples – Wayne, NJ | November 2014 – January 2015• Project Management and Execution : Effectively led the planning and execution of printing, document scanning, and enhancement projects, overseeing them from inception to delivery with a focus on precision and quality.• Customer Service and Business Development : Managed multiple projects while delivering exceptional customer service, producing top-quality finished products, and fostering potential business opportunities with customers.• Quality Assurance and Technical Support : Established quality measures to ensure consistency and excellence in work output, and provided first-level technical support to end-users, including bug detection, test copying, and system status monitoring. EDUCATION Avtech Institute of Technology PCLAN Training, January 2023• Focused on key aspects of LAN setup, management, and troubleshooting. William Paterson University Bachelor of Arts in Communication, Public Relations, May 2014• Specialized in communication strategies and public relations principles. Lascomp Institute of IT IT and Network Support Training, December 2015• Comprehensive coursework in preparation for CompTIA and Microsoft Certification exams.• Gained expertise in computer systems repair, upgrades, and troubleshooting network connectivity.• Skilled in Windows 7 & 8 migrations, PC deployments, application loading, user data transfer, and post-migration support.• Developed proficiency in identifying bugs, developing update patches for applications, and administering email clients and servers.• Established and maintained high standards in service request execution and time management.• Acquired hands-on experience in hardware repair and replacement.• Provided specialized technical support for Android-based phone systems.• Demonstrated exceptional ability in handling customer product complaints and managing calls in a fast-paced call center environment.
Category:
Services
Posted:
April 17 on BarefootStudent
Visit Our Partner Website
This listing was posted on another website. Click here to open: Go to BarefootStudent
Important Safety Tips
These might be signs of fraud:
- Really cheap prices
- Irregular email adresses
- Contact info in pictures
To learn more, visit the Safety Center or click here to report this listing.