NASRIN AYATHBASHA

• Provided Tier 2 technical support for VoIP, networking, hardware, and software issues in fast-paced support environment, resolving 10–15 cases daily while meeting SLA targets.

• Troubleshot and configured Cisco networking equipment, Broad brand , HiHi systems, MikroTik routers/access points, TP-Link devices, and VoIP infrastructure.

• Delivered remote troubleshooting support using diagnostic and monitoring tools to resolve connectivity, SIP, and network performance issues efficiently used Gamma Dray tek platforms to trouble shoot network and connectivity

• Installed, configured, maintained, and upgraded telecommunications systems, VoIP platforms, routers, switches, and network devices.

• Managed customer incidents and service requests while maintaining high levels of customer service and technical support.

• Logged and documented technical faults, troubleshooting steps, and resolutions accurately within ticketing and CRM systems.

• Escalated third-party VoIP and networking issues to providers including Gamma and external engineering teams where required.

• Collaborated with cross-functional technical teams to resolve complex networking, telephony, and infrastructure issues.

• Supported firmware upgrades, patch management, and network configuration changes to ensure operational stability and minimise downtime.

• Contributed to continuous service improvements by identifying recurring technical issues and recommending long-term solutions.

• Managed daily operations for initial accommodation services for asylum seekers, ensuring adherence to Home Office regulations.
• Led team of 25–30 personnel, managing schedules and maintaining consistent staff productivity.
• Directed site operations with stakeholders, prioritizing resident needs and sustaining high service standards.
• Upheld statutory frameworks, safeguarding policies, and health and safety regulations.
• Provided precise operational reports to senior management, highlighting potential risks.
• Supervised accommodation operations under Ready Homes.
• Conducted site inspections to support UKVI audits, ensuring operational readiness.
• Transitioned from Welfare Officer role, leveraging welfare management expertise to enhance site operations.

• Adhered to confidentiality and data protection protocols, ensuring compliance with legal and organisational standards.
• Supported creation of comprehensive reports for internal and external audits, contributing to regulatory compliance and operational transparency.
• Compiled and submitted detailed incident reports to Home Office, maintaining accuracy and alignment with statutory requirements.
• Effectively communicated with supervisors and key stakeholders to coordinate tasks and address operational needs.
• Conducted routine safety inspections to identify risks and implemented measures to mitigate potential hazards.
• Maintained precise and up-to-date documentation of service user interactions, incidents, and progress, ensuring accessibility and reliability for reporting and audits.

• Established and maintained strong relationships with key clients, acting as primary point of contact to ensure satisfaction and retention.
• Led client projects from initiation to completion, coordinating with internal teams to meet timelines and deliver on expectations.
• Collaborated with clients to understand business needs and provided strategic solutions to achieve their objectives.
• Resolved client issues and concerns promptly, maintaining high levels of satisfaction and trust.
• Analyzed project performance and client engagement metrics, identifying opportunities for improvement and growth.
• Prepared and delivered presentations to clients, showcasing progress, results, and recommendations.
• Provided insights into market trends, industry developments, and competitive analysis to support client strategies.
• Ensured compliance with IT and cyber security standards, protecting sensitive data and adhering to regulatory requirements.
• Collaborated with sales, marketing, and product development teams to deliver cohesive client solutions.
• Identified and pursued opportunities to expand services, contributing to business development and company growth.

• Diagnosed and resolved complex hardware, software, and network issues to minimise downtime and ensure operational efficiency.
• Provided tier 1 and tier 2 technical support, managing and resolving end-user technical queries and escalations.
• Conducted system maintenance, including patch management, updates, and performance tuning to ensure functionality and security.
• Installed, configured, and upgraded operating systems, applications, and hardware components to meet organisational standards.
• Created and maintained detailed documentation for support procedures, troubleshooting steps, and configuration settings.
• Delivered training sessions and developed user guides to enhance staff proficiency with new technologies and systems.
• Managed IT incidents using ITIL-based practices and ticketing system, ensuring efficient tracking and resolution.
• Enforced security protocols such as antivirus management, data encryption, and access controls to protect organisational assets.
• Collaborated with network engineers, system administrators, and developers to support IT projects and initiatives.
• Monitored system and network performance, proactively identifying and resolving potential issues to enhance service delivery.