Ali Asad
Thornaby,England
Summary
Adaptable IT professional with extensive expertise in technology, networking, and IT coordination across diverse sectors. Recognised for excelling under pressure, ensuring operational efficiency, and consistently meeting KPIs through exceptional time management and multitasking in technical operations. Proficient in virtualisation technologies, hardware troubleshooting, Ethernet and wireless networking, and technical leadership. Strong customer service skills enable effective communication and the cultivation of positive client relationships. Committed to maintaining high standards while driving seamless operations in dynamic environments.
Overview
10
10
years of professional experience
Work history
Customer technical specialist
Sky
2022.04 - 2026.06
- Customer Network Specialist at Sky, I played vital role in managing and resolving technical faults to ensure exceptional customer satisfaction. Using ticket management system, I review and validate cases, conduct in-depth diagnostics, and determine the best course of action for complex technical issues. I handled escalated tickets from internal teams and manage inbound calls from engineers, acting as a key point of contact for technical support.
- My responsibilities include case managing faults, maintaining proactive communication with customers, and escalating unresolved issues following established protocols. I also support the business by updating process documentation, striving to meet Service Level Agreements (SLAs), and delivering outstanding customer service. Additionally, I contribute to ongoing improvements and initiatives within Sky, identifying opportunities to enhance customer resolution processes. Through these efforts, I aim to ensure a seamless experience for both customers and colleagues across the Sky estate.
Customer service representative agent
Virgin media
2019.10 - 2021.11
- In this role I had to retain customers using the different tools and systems given. I maintained a 90% retention rate throughout my time at virgin media retaining as much customers and profit for the company. My communication skills played a big part in my success at this company and I look to build on that in the upcoming roles in my career.
Barclays
2018.06 - 2019.08
- My job role was handling PBP (Payment Break Plan) Complaints. I used Barclays internet computer systems to investigate customers complaints, this was my most recent job, this job gave me communication skills also allowed me to become better at my computing skills.
Virgin media
2017.01 - 2019.01
- During this role I gained a lot of skills that allowed me get some excellent sales through service. While building a rapport with customers, through open questions
Chilli pepper
2016.04 - 2018.06
- I worked at chilli pepper for two years taking orders and packing food. It was a very quick paced environment with lots of multi-tasking nonstop at fast pace. I worked well under pressure whilst maintaining professional public image at all times.
Education
The grangefield academy
1 2011 - 1 2016
Stockton Sixth form College
1 2016 - 1 2018
Skills
- Virtualisation technologies expertise
- Operation efficiency
- Multitasking in technical operations
- Hardware troubleshooting
- Time management excellence
- Decision-Making aptitude
- Troubleshooting expertise
- Ethernet and wireless networking
- Technical leadership
- Excellent customer service attitude
- Data entry proficiency
- Technology adaptability
- Customer handling
- VoIP systems understanding
- Broadband systems expertise
- Telecoms industry knowledge
References
References upon request
Hobbies and interests
Outside of work, I’m very family-oriented and enjoy spending quality time with loved ones. I’m also passionate about staying fit and active, whether at the gym, rock climbing, or finding new ways to stay energised. Being active and connected to family keeps me balanced and ready for new challenges.
Accomplishments
- - multi-tasking
- - excellent work ethnic
- - Adapting to environments (working from home)
- - Engaging in healthy conversation with clients/colleagues
- - Managing expectations and timelines effectively
- - Great computing skills (IT) (EXCEL) (SYSTEMS IT related)
- - Organisation skills
- - Positive attitude towards learning and growing
References
References available upon request.
Timeline
Customer technical specialist
Sky
2022.04 - 2026.06
Customer service representative agent
Virgin media
2019.10 - 2021.11
Barclays
2018.06 - 2019.08
Virgin media
2017.01 - 2019.01
Chilli pepper
2016.04 - 2018.06
The grangefield academy
1 2011 - 1 2016
Stockton Sixth form College
1 2016 - 1 2018