Muhammad Butt
Birmingham,West Midlands
Summary
Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service. Analytical thinker leverages problem-solving skills to drive continuous improvement. Works cross-functionally to adapt systems to changing business needs and formulate winning solutions. Dedicated Support technician and Dispatch assisstant with experience in achieving tangible results and cross-team collaboration. Proactive and excited to partner with like-minded individuals to achieve goals. Flexible Dispatcher with extensive experience in high-quality customer care environments. Communicates and collaborates confidently to aid team achievement. Proactive and adaptable for responsive customer support. Focused student with excellent work ethic seeks opportunity in dispatch operations. Logical and calm under pressure for responsive, reliable service planning. Polite with strong interpersonal skills for professional customer communications. Critical thinker and problem-solver drives process improvements by scrutinising current systems. Applies out-of-the box thinking to analyse risk, overcome obstacles and secure desired results while seeing bigger picture. Translates data into meaningful, actionable insights. Skilled IT professional with background planning system testing to strengthen current processes. Proven track record of capturing impressive insights to fuel business results. Confident communicating with technical and non-technical audiences to influence decision-making. Critical thinker championing best practices.
Overview
1
1
Certification
Work history
IT Support Technician
Xepos Ltd
Birmingham , United Kingdom
08 2023 - Current
- Used ticketing systems to effectively prioritise end-user issues, minimising equipment downtime.
- Monitored site security to ensure equipment and workstations met agreed requirements.
- Implemented process improvement strategies to speed up ticket handling times.
- Performed Planned Preventative Maintenance, repairs and technical upgrades for well-mobilised operational teams.
- Anticipated and prevented issues with technical infrastructure to minimise downtime.
- Asked customer targeted diagnostic questions for speedy root cause analysis.
- Developed expertise in variety of technical disiplines including cloud services and network management.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
- Acquired, set up and configured hardware and software to meet specific customer requirements.
- Assisted wider customer service teams to produce external user guides and internal support tools.
- Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
- Offered technical expertise to contribute to 2nd and 3rd line of support.
- Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
- Carried out preventative checks and maintenance at end of customer interactions to prevent need for further support.
- Investigated and diagnosed customer's technical and product queries.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Drove short-term troubleshooting and long-term improvement efforts across multiple platforms.
- Supported loading of peripheral equipment with selected materials.
- Organised workspaces for employees with computer, monitors and associated cabling or equipment.
- Delivered reliable, high quality technical support to average of 8 to 10 users daily.
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
- Conducted server back-up and recovery operations in line with protocols.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Followed technical documentation for accurate installation, maintenance and repair work.
- Tested function of peripheral equipment and completed quality repairs.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Offered technical advice to programmers and developers to help optimise designs.
- Used company's CRM software to track support tickets and document actions.
Dispatch Assistant
XEPOS Ltd
Birmingham , United Kingdom
08 2023 - Current
- Kept in touch with field crew to verify resolution of incident.
- Coordinated with specific departments or field units to address important matters.
- Checked stock to maintain consistent supply and update inventory.
- Prioritised competing high-volume tasks with impeccable time management and schedule coordination.
- Prioritised and organised calls based on urgency and importance.
- Notified customers regarding availability, status and shipment date.
- Tracked emergency vehicles to determine timely response.
- Answered queries relating to products and deliveries.
- Employed calm demeanour and utilised active listening and critical thinking to assist distressed callers.
- Composed and submitted status reports to management.
- Kept accurate files and documentation in line with company-established standards and regulatory requirements.
- Responded to emergency and non-emergency calls and recorded important information.
- Used headset and computer software to speak and type location and incident.
- Upheld and updated call logs, call records and other important documentation.
- Advised crew and field units regarding traffic and weather conditions to minimise delays.
- Determined weight of goods and selected proper limits for passenger and crew safety.
- Made time-sensitive decisions to keep transport services running on-time and meet objectives.
- Investigated and resolved issues with transport services.
- Arranged reliable and smooth passenger services to maximise customer loyalty.
- Tracked factors impacting planned routes and adjusted strategies to maintain targets.
- Updated load manifests with required details for regional, national and international transport.
- Fielded inquires from customers, answered questions and promoted available services.
- Coordinated loading and unloading of vehicles with minimal delay at distribution points.
- Analysed shipping costs and compared values to select optimum carrier services.
- Organised freight to not exceed industry safety standards or carrier limits.
- Oversaw goods storage at distribution hubs along transport route.
- Monitored shipment times and trends of different services to identify areas of deficiency and potential improvements.
- Managed transport schedule for on-time delivery and optimised use of available resources.
- Despatched personnel and transport vehicles based on current demand and load requirements.
- Compiled transport data and created reports for management review and decision-making.
- Maintained clean and accurate records of transport activities.
Junior Data Engineer
Kagool
Coventry, West Midlands
08 2022 - 06 2023
- Aid in making machine learning models production-ready. Work directly with a fantastic program team, including the project lead, data scientists, and analysts, and communicate with counterparts in client technology. Determine how to increase the accuracy, speed, and quality of our data production.
- Adapted workflow to meet need business needs.
- Expanded and modified systems to strengthen workflow.
- Simulated system operation virtually to complete assessments and tests.
- Prepared and updated system specifications to support developers.
- Created and deployed system testing plans to back up deployments.
- Initiated updates to systems, enhancing workflows and adding new functionalities.
Education
A-Levels - Computer Science, Mathematics, Chemistry
South and City College Birmingham
2020 - 2022
ICT Level 3 Apprenticeship - IT Support
Estio
08/2023 -
Skills
- Data Analytics
- SQL Server Management Studio
- Azure DevOps Services
- Azure Data Factory
- Azure Databricks
- Visual Studio
- Microsoft Excel
- Research Skills
- Time Management
- Python
- SQL
- Beginner level skills in C
- Attention to detail
- Excellent communicator
- Strong organisational skills
- Multitasker
- Load weight calculation
- Package labelling
- Cargo staging standards
- Shipment planning
- Crew leadership
- Cargo tracking software
- Centre of gravity calculation
- Payroll processing
- Account reconciliation
- Diagnostic software
- Hardware maintenance
- End-user training
- Staff education and training
- Desktop support
- Exceptional telephone etiquette
- Customer support needs assessment
- Application installations
- Hardware upgrades
- Technical issues analysis
- Customer service expert
- Software diagnosis
- Hardware diagnosis
Certification
- Databricks Lakehouse Fundamentals
Languages
English
Fluent
Urdu
Native
Hindi
Advanced
Timeline
IT Support Technician
Xepos Ltd
08 2023 - Current
Dispatch Assistant
XEPOS Ltd
08 2023 - Current
Junior Data Engineer
Kagool
08 2022 - 06 2023
A-Levels - Computer Science, Mathematics, Chemistry
South and City College Birmingham
2020 - 2022
ICT Level 3 Apprenticeship - IT Support
Estio
08/2023 -