NAGINA AKHTAR
Manchester
Summary
Proactive and adaptable Technical Support and Software Development Professional with experience across IT support, hosting environments, and customer service for leading global companies including THG and Concentrix. Skilled in troubleshooting hardware, software, and hosting issues, resolving customer queries across multiple channels (phone, chat, email, social media), and delivering high-quality service within SLAs and KPIs. Adept at maintaining knowledge bases, improving workflows, and providing consultative product advice and customer focused approach and experience collaboration with technical teams to resolve complex issues.
Overview
4
4
years of professional experience
Work history
Technical Advisor
Concentrix
Stockport
2024.09 - 2026.03
- Providing technical support to BT and EE customers, troubleshooting broadband, mobile etc via calls or emails.
- Offering additional products or services as part of a consultative approach
- Diagnose issues, identifying roots causes and implementing effective solutions.
- Escalated complex technical issues for advance solutions.
- Created and maintained knowledge base content, including FAQs and troubleshooting guides, to enhance team efficiently.
Junior hosting support engineer
THG
Manchester
2024.04 - 2024.09
- Address customer queries within defined SLAs and individual KPIs
- Deliver excellent customer experience
- Move tickets and chats through to resolution
- Follow procedures and identify areas for process improvement
- Update and maintain internal documentation and knowledgebase
Customer Advisor
THG
Manchester
2024.12 - 2024.04
- Serve as the first point of contact through multiple communication channels: phone, live chat, email, social media
- Collaborate with internal teams to resolve issues effectively
- Meet departmental targets while maintaining quality and professionalism
IT Support Engineer
Voktis Ltd
Manchester, ENG
2022.07 - 2023.02
- Delivering excellent customer service to our client base.
- Liaising with customers via telephone, email & other messaging platforms.
- Resolving customer issues through the use of troubleshooting & other problem-solving techniques.
Education
Software Development - Software development
The Manchester Metropolitan University
ManchesterGCSE or equivalent - undefined
Trafford College Group
ManchesterGCSE or - undefined
Trafford College Group
Manchesterundefined
Trafford College Group
ManchesterSkills
- SSL Certificates
- Cpanel
- ITIL Framework
- Email Hosting
- DNS Services
- JavaScript Object Notation
- Active Directory
- Computer hardware Troubleshooting
- Web hosting troubleshooting
- Remote user Support
- Software engineer principles
Timeline
Customer Advisor
THG
2024.12 - 2024.04
Technical Advisor
Concentrix
2024.09 - 2026.03
Junior hosting support engineer
THG
2024.04 - 2024.09
IT Support Engineer
Voktis Ltd
2022.07 - 2023.02
GCSE or equivalent - undefined
Trafford College Group
GCSE or - undefined
Trafford College Group
undefined
Trafford College Group
Software Development - Software development
The Manchester Metropolitan University