AMNA MUSTAFA
Sharjah,United Arab Emirates
Summary
Experienced IT professional with expertise in Virtualization and Server management (2016/2022). Proficient in Hyper-V and VMware, with a strong attention to detail and excellent communication skills. Proficient in utilizing GNS3 and Packet Tracer for network simulations. My career goal includes leveraging technical skills to optimize IT infrastructure and drive organizational success.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Operation Executive
AKSA-SDS
Islamabad, Pakistan
03.2021 - 04.2024
- Delivered comprehensive front-end solutions, adeptly managing daily email correspondence and phone call interactions
- Efficiently managed resolution processes within established timelines for various complaint categories
- Analyzed and coordinated with cross-functional teams to diagnose issues and facilitate effective solutions
- Conducted business requirement assessments and trend analysis to enhance client satisfaction and profitability
- Expertly navigated challenging customer interactions, providing empathetic support and assistance
- Proactively contacted customers to update them on new products, services, and company policies
- Guided new customers through product features, offering immediate support for their inquiries
- Maintained meticulous records of customer devices in the Repair and Maintenance Management System (RMMS)
- Generated service tickets for devices requiring repair, ensuring prompt attention to customer needs
- Prioritized and escalated critical issues in accordance with client specifications
- Directed problems to appropriate departments and sources for swift resolution
- Executed diligent follow-ups and scheduled callbacks to ensure customer issues were resolved satisfactorily
- Engaged with customers to process information requests, addressing concerns and queries regarding products and services
Education
Master of Science -
PMAS Arid Agriculture University
01.2021 - 12.2021
Bachelor of Science - undefined
University of the Punjab Lahore
01.2016 - 12.2016
Skills
- Cloud Computing
- Virtualization
- Server 2016/2022
- Hyper-V
- VMware
- MS Office
- Attention to Details
- Good Communication skill
- GNS3
- Packet Tracer
- SQL Server
Certification
- Cisco Certified Network Associate CCNA-200-301, CSCO14567656, 04/01/25
- Microsoft Certified Azure Administrator Associate, I0684393, 12/01/23
Languages
English
Upper intermediate
Urdu
Native
Hindi
Upper intermediate
References
References available upon request.
Timeline
Operation Executive
AKSA-SDS
03.2021 - 04.2024
Master of Science -
PMAS Arid Agriculture University
01.2021 - 12.2021
Bachelor of Science - undefined
University of the Punjab Lahore
01.2016 - 12.2016
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