Imran Mahmood

A skilled, dynamic and professional Technical Support Engineer. Brings a track record of achievement, exceeding targets and expectation of volume and quality of call management. Trusted to provide development and diagnosing servers,

Talented, knowledgeable and resourceful individual with a fine background in consistently delivering results that contribute to serve the personal satisfaction of the organisation working for.

Major strengths include interpersonal & IT analytical communication and leadership skills.

Competent and a strong team player with attention to detail. Network Support. 

for colleagues on company best practice and systems. Confident in managing a client call from initial contact through to resolution, working with technical details and financial data where required. Accurate and highly organised, gathers management information used in reports for Senior Managers. A natural and engaging communicator with empathy to build trust and engagement in clients. Acts with the utmost integrity and discretion managing sensitive personal data.

Upskilling for colleagues on company best practice and systems. Confident in managing a client call from initial contact through to resolution, working with technical details and financial data where required. Accurate and highly organised, gathers management information used in reports for Senior Managers. A natural and engaging communicator with empathy to build trust and engagement in clients. Acts with the utmost integrity and discretion managing sensitive personal data.  Looking forward to joining a team of professionals to exercise my technical and management skills. I am always up for a challenging and demanding roll as a member of a team or on my own. Very interested to join a company where I get the chance to further develop my technical skills and get exposure to new and emerging technologies. An experienced LAN/WAN, Polished customer satisfaction, problem management / resolution skills, innovative spirit and excellent presentation skills. Around 5 years of experience in Planning, Designing, Installation, Configuration, administration of Complex Networks Architecture and Environment using Win NT 4.0, Win 2K, Win 2003 Enterprise Edition, Exchange Server 2000, Windows XP, TCP/IP Networks in a LAN/WAN environment. Have successfully performed deployment of new technologies without shutting down the whole infrastructure.

Managing a portfolio of 20 clients directly ensuring calls and requests are responded to accurately, owning the issue until resolution wherever possible. Acting as a role model for new staff and trainees, helping with on boarding and training as required.

Key Achievements:

Managing over 180 calls daily across a wide range of technical and procedural client issues.

Expanding the availability of business knowledge and information to support call responses

Improving client management systems and processes, benefitting colleagues and increasing accuracy and responsiveness

Proactively identifying future business opportunities using an intelligent and pragmatic approach

Data gathering and analysis for patterns and trends, compiling MI reports for management meetings

Scoping and design of an improved data entry system, improving speed and accuracy, reducing errors

Operational Achievements

Collecting and monitoring data generated by customer feedback, noting trends or spikes in responses

Assisted clients to resolve hotel technical issues and fiscal details, updating database records

Configured details on the central database

Acting as single point contact for calls, following the issue to resolution without additional referral.

Working to engage with clients having communication issues, being patient and empathetic to ensure they received the full service in a way that they could make informed decisions going forward

Taking pride in responding to and resolving the needs of a broad range of clients and issues

Maintaining up to date knowledge of legal and regulatory frameworks, providing technical accurate support

Working as a field support technician agent on the client’s site, using own initiative within the company SOP framework

Facilitating staff meetings and discussions as appropriate, mentoring new staff and trainees

Implemented and tested new hotel software applications, which resulted in the upgrade of the hotel systems.

Designed the website for the hotel which improved market visibility; established new e-mail connections.

Investigated costs and constraints of improving new hotel IT systems.

Improved customer satisfaction by collecting data on customer feedback

Ran and maintained security checks.

Providing Network Troubleshooting Support to the staff of the company both in the office or working remotely.

Liaising with third parties with escalated ticket requests.

Helped to maintain to the IT Infrastructure within the business.

Research an implementation of the latest technological procedures into the business.

Maintenance and enhancement of the companies Cyber Security procedures.

Active Directory to manage records.

BBA In Computer Information Systems Management.

American Intercontinental University