Hanan Sajid

Experience

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  Ufone 4G

  Sept 2022 - Mar 2023

  Information Technology Support Analyst

  Provide level 1 & 2 support to UFONE employees, across Pakistan, desktop and other IT devices (Printers, mobile phones, tablets, applications).• First point of correspondence for the users to provide technical support and manage Technology Service Management tasks using Email and on call service.• Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management.• Prioritize workload and escalate high priority calls to the Service Desk Manager, Incident Manager or Service Operations Manager, as necessary.• Provide after-hours support to the IT Managed Services clients on a rotating roster.• Troubleshooting issues related to remote Windows server. Show less

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  Nokia

  Mar 2023 - now

  Customer Complaint Engineer

  Provided support for infrastructure services, including troubleshooting and resolving issues• Some of the problems Includes, Outgoing, Incoming, SMSMT, SMSMO, DPDP Portal, RBT, USSD, CBS, prepaid and Postpaid Problems, IR issues, Internet, Apollo, RF and fops related issues • Implemented innovative solutions to resolve complex customer complaints, resulting in a 20% reduction in complaint resolution time.• Collaborated with cross-functional teamsto analyses and diagnose technical issues, ensuring timelyand accurate resolution for customers. • Proactively communicated with customers to address their concerns and provide detailed explanations of technical processes, enhancing overall customer satisfaction and loyalty.Pulling out NET-CHART and Manage Engine Data E.g., Incident and requests reports when requested by the IT manager.• Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management Show less

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  Renew IT

  Jun 2024 - Jul 2024

  IT Support Technician

  Provide level 1 & 2 support to Pet Barn stores and RENEW IT clinic employees, across Australia, desktop and other IT devices (Printers, mobile phones, tablets, EFTPOS and applications).• First point of correspondence for the users to provide technical support and manage Technology Service Management tasks using ServiceNow.• Creating and sending IT notifications via Service-Now in case of major outages or updates.• Pulling out Service-Now Incident and requests reports when requested by the IT manager.• Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management.• Troubleshooting issues related to remote Windows server.• Configuring user profiles based on their roles. Show less