Umme Salma

Experience

• 

  North South University, Dhaka, Bangladesh.

  May 2010 - Dec 2010

  Under-Graduate Assistant (UGA

  • Assist faculty Members in their course related works • Conduct tutorial sessions for students needing extra help outside of class hours • Proctoring in all exams along with instructor for the courses. • Grading of Home-works, Programming assignments, conduct Lab classes and Lab tests

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  SELLBYTEL Group

  Dec 2014 - Nov 2016

  • Provide support to Google Apps for Work customers via phone and email.• Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.• Diagnose and resolve issue involving Email delivery, Email hosting, SMTP errors, Spam filtering, contacts and chat.• Assist customers to migrate data, configure POP/IMAP accounts in mail clients, and synchronize data on Android and iOS devices.• Extend best effort support to customers with third party and unsupported applications and products.• Follow up and make scheduled call backs to customers where necessary.• Aim for excellent customer experience and satisfaction. Show less  Attend incoming Google Apps for Work customer contacts via chat and email, log chat details onto chat tracking systems and perform follow up tasks according to procedures Perform outbound contacts via email in response to incoming contacts and update information in CRM / chat tracking systems according to procedures Deliver a consistent high level of customer service Ensure correct representation of the customer’s corporate and brand images in all interactions Maintain product and procedural knowledge and expertise associated with supported products and brands Work on additional tasks required by team management related to keeping up desk performance, quality and customer satisfaction Handle a broad range of customer cases for enterprise clients Troubleshoot technical and account issues Escalate cases as needed Show less

  • Technical Customer Support Representative (Email Specialist)

    Dec 2015 - Nov 2016

  • Technical Customer Chat Support Representative

    Dec 2014 - Dec 2015
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  CareFusion

  Nov 2016 - Jul 2019

  Remote Deployment Agent

  -The main role is to upgrade firmware and software of Pyxis BD (Becton Dickinson) medication dispensing systems.- Works closely with the customers of BD/Carefusion with the deployment of Software upgrades, Fixes, Patches, and updates-Upgrades Application, Report Servers, and connected stations.-Runs thorough analysis and check-ups of products and devices to meet the standard requirement of medicine dispensing-Monitors priority event notifications to maintain CPU usage, devices that are offline, ensure available free space, and exceed the threshold.-Troubleshoots SQL errors, backup databases and install SQL when loading upgrade failed.-Updates database configuration and creates backups for all databases when required. Show less

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  KTH Royal Institute of Technology

  Sept 2020 - May 2021

  International Student Ambassador
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  IDS (Information Delivery Systems)

  Jan 2021 - now

  Technical Support Engineer