Sana Aziz

Sana Aziz

IT Support Engineer@ China Mobile Pakistan (CMPak)

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location of Sana AzizLondon Area, United Kingdom

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  • Timeline

  • About me

    IT Support Engineer@ China Mobile Pakistan (CMPak)

  • Education

    • COMSATS Institute of Information and Technology

      2010 - 2014
      Bachelor of Engineering - BEng Electrical Engineering (Telecommunication)
  • Experience

    • Mobiserve Pakistan

      Jun 2021 - Apr 2023
      IT Support Engineer@ China Mobile Pakistan (CMPak)

      Responsible for taking & logging incoming calls & providing efficient customer support for all 1st Line issues relating to Servers, Desktops, Laptops, and peripherals. Supporting over 800 users & on average answering 40 IT calls a day.Duties:Providing technical support over the phone to all IT users.Handling incoming incidents via the phone / e-mail promptly and effectively. Diagnosing and resolving a wide range of technical issues over the phone.Take ownership of a call and seeing it through to closure.Escalating calls and issues where necessary to senior managers & team leaders. Investigating and implementing ways of reducing calls to the Help Desk.Ensuring that all call details are captured and entered in the logging software. Updating support documentation.Answering & responding to all calls & requests within agreed time scales. Keeping customers updated as to progress.Provide troubleshooting and configuration support for client desktop and networking environment. Show less

  • Licenses & Certifications

    • Cisco Certified Network Associate Routing and Switching (CCNA)

      Cisco
      Jan 2023
    • Microsoft 365 Certified Fundamentals

      Microsoft
      Mar 2023
    • IT Information Library Foundations Certification (ITIL)

      ITIL Certified
      Oct 2022