OMER OMER
Summary
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
8
8
years of professional experience
Work history
IT support analyst and Admin
HMRC
05.2022 - Current
- Handling confidential client's SA returns self-tax business accounts and ensuring the work is processed adequately and efficiently
- Rate of reports completed accomplished was 28 reports per hour
- The network target rate was 17 - Achieving
- Working to a tight deadline - able to complete 90% of all reports within 24-Hour SLA - Company standard is completing 75% of reports within 24-hour SLA
- Attained the highest performance levels and quality customer care, both meeting and exceeding requisite targets
- Completed initial diagnosis and progressed all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible
- Ensured accurate logging incidents, service requests, access requests and changes
- Monitored Risks, Issues, Action Logs and Dependencies
- Managed analyst performance on a monthly basis with a focus on adherence to SLA achievement, customer focus, proactive problem solving and incident avoidance, expected telephony occupancy
CASE HANDLER
HSBC
03.2022 - 05.2022
- Consistently provided top-tier customer service, resolving inquiries and issues promptly, resulting in high customer satisfaction, improved loyalty, and a positive image for the bank
- Adhered to regulations and policies, mitigating potential risks and safeguarding the bank's reputation and financial integrity
- Maintained accurate records and profiles, streamlining data retrieval and contributing to better decision-making and regulatory compliance
- My effective dispute resolution reduced escalations and complaints, fostering positive customer relations and an efficient work environment
- I proactively identified process inefficiencies, implemented improvements, and contributed to increased operational efficiency and cost savings
- Assisted in training new team members, ensuring a knowledgeable workforce, improved team competence, and consistent service quality
- My Data analysis and reporting informed decision-making, facilitated data-driven strategies, and supported management in making informed choices for process enhancements, contributing to the business's growth and success.
NHS Administrator and call handler
01.2020 - 01.2021
- Managed telephone inquiries, booking appointments, and maintaining professionalism, enhancing the service's image
- Maintained data confidentiality and security in compliance with Trust policies, enhancing organisational trust and reputation
- Efficiently processed referrals, scheduled appointments, and facilitated communication, boosting service operational efficiency
- Streamlined information flow, resolving administrative queries, and ensuring seamless team coordination
- Coordinated meetings and appointments, ensuring punctuality and team productivity
- Actively followed Trust and team policies, proposing process improvements to enhance service quality
- Proficiently managed electronic health records, reducing data errors and improving patient record quality
- Facilitated communication with service users, healthcare professionals, and care agencies, enhancing coordination.
Education
BSc (Hons) - Cyber Security
Cardiff Metropolitan University
Skills
- Programming Languages: Python
- Network: Experience in network design and implementation
- Linux: Experience in Linux system administration
- SIEM: Adequate at implementing and managing SIEM solutions to enhance cyber threat detection
- Compliance: Obtained IS027001 Lead Auditor Information Security Certification
- Firewalls: Experienced in deploying and optimising firewall solutions to fortify network security
- Active Directory: Proficient in the comprehensive management and optimisation of Active Directory
- VMware: Proficient in VMware technologies, including virtualisation, vSphere, and cloud infrastructure management
- Team orientation: Exceptional team working skills and communication
- Excellent email etiquette and written communication skills
Languages
Arabic
Native
English
Native
Somali
Native
Timeline
IT support analyst and Admin
HMRC
05.2022 - Current
CASE HANDLER
HSBC
03.2022 - 05.2022
NHS Administrator and call handler
01.2020 - 01.2021
BSc (Hons) - Cyber Security
Cardiff Metropolitan University
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