Aneesa Hussain
London
Summary
Experienced IT support professional with over 4 years of expertise in providing 1st line support, software troubleshooting, and incident management. Demonstrates exceptional skills in escalating issues, managing deadlines, and ensuring customer service excellence. Proficient in using Zendesk (CRM), MS Office, and Windows 10/11. Adept at working independently and as part of a team, with a strong focus on SLA and KPI tracking. Career goal includes advancing to a senior IT support role to further enhance technical skills and contribute to organisational success.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Retail Assistant
Ocean Supermarket Ltd
Islington, Greater London
02.2023 - 09.2024
- Demonstrated professionalism at all times whilst dealing with colleagues, vendors and customers alike.
- Identified discrepancies in stocks through regular inventory management.
- Handled orders made via UberEats, Hungry Panda, JustEat and ensuring fulfillment rate of under 10 minutes.
- Built lasting relationships with clients through customer service interactions.
- Assisted in the setup of new hardware equipment, improving business functionality.
Client Care 1st Line
Democracy Counts Ltd
Warrington, Cheshire
06.2022 - 09.2022
- Delivered 1st line support for the companies Elector8 product used by over 75 local councils.
- Prioritised and expedited issues to 2nd or 3rd line through Zendesk.
- Ensured SLA targets to resolve tickets within 3 responses were met.
- Worked alongside a team of 8 including the Operations Director to discuss and analyse issues through daily remote meetings.
- Completed the training modules surrounding the company's several products with 80%+ pass mark.
Technical Application Analyst
Firefly Learning Ltd
Hammersmith, Greater London
04.2017 - 03.2021
- Provided 1st line support to advise customers on how to use the web-application through Zendesk and telephone alongside Firefly's iOS, Android, and Windows apps.
- Answered and resolved technical queries relating to the core product (web server), SQL Server 2008/2012, and IIS.
- Independent and group co-ordination as a team of 9 across the UK, Ireland, and Australian offices to resolve complex issues and ensure SLA targets were being met.
- Sustained 95% customer satisfaction levels across 450 schools.
- Diagnosed, reproduced, and logged bugs using Jira and liaising with the back-end team to ensure bugs were prioritised accordingly.
- Guided and trained 2 new starters who then went on to complete and pass their apprenticeships.
Seasonal Mail Sorter
Royal Mail
Feltham, Greater London
12.2015 - 01.2016
- Managed thousands of outgoing and incoming letters plus parcels and ordered items into designated postcodes/trolleys during the peak Christmas season.
- Adhered strictly to data protection regulations whilst handling personal correspondence.
- Ensured all special deliveries labelled correctly for priority processing.
- Pitched in and volunteered to assist with additional tasks during holidays and busy periods.
- Provided support to colleagues when managing high volumes of postal items.
Education
Advanced Level 3 Apprenticeship - IT, Software, Web & Telecoms Professionals
Uxbridge College
London 04.2017 - 08.2018
Level 3 BTEC National (Double Award) - Business Studies
Featherstone 6th form
London 09.2013 - 05.2015
Level 3 BTEC National (Single Award) - IT
Featherstone 6th form
London 09.2013 - 05.2015
Skills
- Four years of technical support
- Software troubleshooting
- Incident Management
- Escalating issues
- Organised with attention to detail
- Customer service excellence
- Driven and self-motivated
- Managing deadlines
- Flexible and adaptable
- SLA and KPI tracking
- Working independently and as a team
- Zendesk (CRM)
- MS Office
- Windows 10/11
Affiliations
- I'm an avid gamer and have built three custom PC's over the years, each carefully crafted to deliver exceptional performance and handle the most demanding gaming experiences. These builds have not only allowed me to experience high-quality gaming but have also honed my skills in system configuration, troubleshooting, and future-proofing technology, providing a solid foundation for technical and problem-solving tasks.
- I've made a personal investment in an e-bike, which I believe represents the future of sustainable and efficient travel. This investment reflects my commitment to embracing innovative technologies that promote eco-friendly transportation solutions. By incorporating an e-bike into my daily routine, I've gained firsthand experience with its practicality, cost-efficiency, and positive environmental impact.
Timeline
Retail Assistant
Ocean Supermarket Ltd
02.2023 - 09.2024
Client Care 1st Line
Democracy Counts Ltd
06.2022 - 09.2022
Advanced Level 3 Apprenticeship - IT, Software, Web & Telecoms Professionals
Uxbridge College
04.2017 - 08.2018
Technical Application Analyst
Firefly Learning Ltd
04.2017 - 03.2021
Seasonal Mail Sorter
Royal Mail
12.2015 - 01.2016
Level 3 BTEC National (Double Award) - Business Studies
Featherstone 6th form
09.2013 - 05.2015
Level 3 BTEC National (Single Award) - IT
Featherstone 6th form
09.2013 - 05.2015
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