Mariam Zamurad
Bolton,BOL
Summary
To seek and maintain full-time position as IT Support level1 that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
IT Support Specialist
Boots Pharmacy
10.2022 - 01.2024
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Answered questions and provided information to customers about new software or hardware.
- Provided first-line technical support via phone, email, or in-person.
- Diagnosed and resolve hardware, software, and network issues.
- Logged and manage support tickets, ensuring timely resolution.
- Maintained documentation and assist in user training.
Customer Care Specialist Remote
Barclays Bank
04.2021 - 08.2022
- Communicated with customers to identify needs and expectations.
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Initiated timely response to emails, voicemails and written correspondence.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Coordinated weekly meetings for internal and external groups.
- Led team of 20+ members while providing exceptional customer service.
- Supported office business development and customer service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Inbound Warehouse Instructor Part Time
Amazon
06.2020 - 03.2021
- Initially started as inbound associate and achieved 100% quality and productivity
- After three promoted to as stow- instructor
- Maintained excellent attendance record, consistently arriving to work on time
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Facilitated new hires on day 1 and day 2 and provided hands-on training for their roles
- Demonstrated the process for new hires to learn effectively
- Evaluated associates' performance with recommendations to improve productivity
- Exceeded goals through effective task prioritization and great work ethic.
Education
Bachelor of Science - Computer Science
BUITEMS, Quetta
03.2004 - 05.2007
Skills
Active Directory, Ticketing system
Window and Server Installation
EUC tools and remote support tools
MS Office and Outlook proficiency
VPN, and mobile device support
Timeline
IT Support Specialist
Boots Pharmacy
10.2022 - 01.2024
Customer Care Specialist Remote
Barclays Bank
04.2021 - 08.2022
Inbound Warehouse Instructor Part Time
Amazon
06.2020 - 03.2021
Bachelor of Science - Computer Science
BUITEMS, Quetta
03.2004 - 05.2007