Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Fahzan Ali Tanwir

Bradford,North Yorkshire

Summary

Experienced in driving for more than 5 years. Clean driving record and proven track record of excellent customer service. Hard-working with strong organisational skills. Achieves company goals through exceptional planning and prioritisation.

Overview

6
6
years of professional experience
7
7
years of post-secondary education

Work History

1st Line Support Agent

Fujitsu
Wakefield, West Yorkshire
02.2023 - 03.2024
  • Effectively offering initial support by assisting users with password resets across different services.
  • Addressing common issues such as VPN connectivity problems and users encountering difficulties signing into applications like Outlook.
  • Unresolved issues were escalated to second-line support for further investigation.
  • Dealing with secure context matters.
  • Handling numerous phone-related issues, different systems were utilised to diagnose problems based on specific criteria such as operating system version. These systems were used in wiping phones and clearing passcodes when necessary. Most frequent phone issues involved users unable to sign into their services, typically due to needing to change their passcode or update their operating system.
  • There are certain issues that required expertise of a resolver team. Collecting essential data and diagnosing the problem, the information was then passed on the resolver team for further action, for instance, printer issues that demand engineer visits fall within this scope.
  • Multiple communication channels were utilised, such as phones, webchat, emails and self-service.
  • SLAs for emails and self-service are one hour.
  • Active Directory deployed for various tasks, including verifying account status (such as checking if an account is locked), updating user information, confirming correct permission group membership for software access, and conducting checks to determine access rights to specific shared mailboxes.
  • Adhering to protocols.
  • Prioritising HPIs.
  • Experienced with remote desktop access.
  • Utilised scripts to resolve multiple problems.
  • Utilised company intranet, where articles are posted detailing potential fixes for various problems or outlining the minimum dataset required before assigning the incident.
  • Team collaboration was sorted when complexed issues arose.

Customer Service Assistant

Screwfix
Peterborough, CAM
10.2017 - 02.2023
  • Within this role I was a till operative; assisting customers with their purchases and returns.
  • As part of this role, I offered customers assistance with DIY enquires.
  • For example, a customer wanting to buy a certain type of pipe, so I would help them find the correct pipe they require.
  • Over time I learnt more about the product portfolio that Screwfix sold, allowing me to be more helpful and efficient.
  • As part of my role, I also used a RDT gun to pick items for an order to be either collected now or later; also, restocking the shop floor throughout the day.

Education

Business level 3 BTEC, Grade D*DD -

Peterborough Regional College
Peterborough
09.2015 - 07.2017

4 GCSEs, grade A-C, including Maths and English -

Thomas Deacon Academy
Peterborough
09.2010 - 07.2015

Skills

  • Excellent communication skills, both written and verbal
  • Team working skills
  • Numeracy skills
  • Critical thinking skills
  • Good organisations skills
  • Advanced Computer skills
  • Effectively use different operating systems like Windows, Linux (Ubuntu) and macOS
  • Able to install operating systems such as Windows and Linux
  • Able to build a PC
  • Able to improve the performance of a PC by upgrading the graphics card and CPU
  • Able to install custom roms on any phone, this allows the use of any unsupported devices with the latest software versions
  • Proficient use of Microsoft Office products like Word, PowerPoint and Excel Able to remove malware

Affiliations

  • I enjoy learning about technology by watching videos, through reading forums and articles.
  • I am actively learning C#.
  • I’ve a huge interest in sports in particular football I follow Manchester United.
  • Enjoy going on hikes around Yorkshire in my spare time.
  • Formula 1 is another great passion of mine.
  • I’ve a general interest in cars.
  • I play badminton once a week.
  • I enjoy playing chess, the driving and shooting range.

Timeline

1st Line Support Agent

Fujitsu
02.2023 - 03.2024

Customer Service Assistant

Screwfix
10.2017 - 02.2023

Business level 3 BTEC, Grade D*DD -

Peterborough Regional College
09.2015 - 07.2017

4 GCSEs, grade A-C, including Maths and English -

Thomas Deacon Academy
09.2010 - 07.2015

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Fahzan Ali Tanwir