Asim Rehman
Glasgow,Scotland
Summary
An energetic, bright, talented and ambitious employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Also possesses a vast wealth of knowledge within the telecommunications industry, takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results. I have gained experience working in various technical support roles in telecommunications for over 10 years. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work history
2nd Line HBB Specialist (WFX) (32124069)
Vodafone Ltd
Glasgow
01.2021 - Current
- Speaking to customers on calls, webchat and working fault tickets raised for issues reported with their consumer home and business broadband services these include services for landline, mobile broadband and mobile services
- This includes troubleshooting and diagnosing and fixing the issues reported
- This also includes raising trouble reports and service requests to various internal departments i.e
- Back Office, Provisioning Team, Support Engineers to help resolve the fault
- Also working closely with CityFibre and Openreach engineers and case managing until resolution to help deliver the best service and customer journey by following it through to the end, also taking personal ownership and responsibility in case handling to protect and achieve great Tnps results and first call resolution.
Private Hire Driver
Southside Radio Cars
Glasgow
06.2019 - 01.2021
Social Media Team (Night Shift)
Vodafone Ltd
03.2018 - 06.2019
1st line Technical Support Engineer
Vodafone Ltd
11.2015 - 02.2018
1st line Technical Support Engineer
O2 Telecommunications ltd
09.2007 - 10.2015
- Speaking to customers on calls, webchat and working fault tickets raised for issues reported with their consumer home and business broadband services these include services for landline, mobile broadband and mobile services
- This also involved troubleshooting and diagnosing and fixing the issue reported
- This also includes raising trouble reports and service requests to various internal departments i.e
- Back Office, Provisioning Team, Support Engineers to help resolve the fault
- Also working closely with City Fibre and Openreach engineers and case managing until resolution to help deliver the best service and customer journey by following it through to the end, also taking personal ownership and responsibility in case handling to protect and achieve great Tnps results and first call resolution
- Regularly came out as top performer in the team and was then promoted and seconded to a team leader due to growth and expansion in the business and managing a team of 12 full time agents.
Senior technical support specialist and Seconded Team Leader
Primus Telecommunications Ltd
Glasgow
06.2004 - 07.2007
- Looking After a Team of 12 Full Time Outbound Sales Agents
- Motivating and supporting 12 Full Time agents to reach and exceed their Kpi's
- Providing coaching and supporting team to meet their daily Kpi targets
- Ensured outbound call script was followed in line with company policy
- Listening to calls remotely and providing side by side support and Mentor to Achieve targets
- Conducting one to ones
- Handling customer complaints and escalations
- Attending daily manager meetings and conducting disciplinary meetings, return to works following absence and interviewing and hiring new staff.
Education
Cybersecurity Analyst, CompTIA A+, CompTIA Network +, CompTIA Security +, CompTIA CySA -
Learning People
Glasgow, Glasgow City 03.2024 -
Degree in Business & Management - undefined
HNC Business Administration - undefined
NC Business Administration - undefined
Skills
- I am computer literate and can comfortably demonstrate IT skills in IBM Compatible PCs running Microsoft Windows, MS Office Suite Teams, I also have skills in using various databases, spreadsheets internet and email and creative web designing skills I also like keeping my work load prepared on a daily basis through calendar and document management as this helps me with my organisational skills
References
References available upon request.
Timeline
Cybersecurity Analyst, CompTIA A+, CompTIA Network +, CompTIA Security +, CompTIA CySA -
Learning People
03.2024 -
2nd Line HBB Specialist (WFX) (32124069)
Vodafone Ltd
01.2021 - Current
Private Hire Driver
Southside Radio Cars
06.2019 - 01.2021
Social Media Team (Night Shift)
Vodafone Ltd
03.2018 - 06.2019
1st line Technical Support Engineer
Vodafone Ltd
11.2015 - 02.2018
1st line Technical Support Engineer
O2 Telecommunications ltd
09.2007 - 10.2015
Senior technical support specialist and Seconded Team Leader
Primus Telecommunications Ltd
06.2004 - 07.2007