Hamza Shamshad
Rawalpindi,Pakistan
Summary
Handles customer concerns with step-by-step guidance, active listening and practical solutions that improve satisfaction and service quality. Applies network monitoring, server maintenance and technical support skills to identify faults, reduce disruption and keep systems performing effectively.
Overview
1
1
Language
2
2
Certifications
9
9
years of professional experience
Work History
ISP Engineer
STC
Jeddah , Saudi Arabia
06.2020 - Current
- Achieved service time and quality targets.
- Identified issues, analysed information and provided solutions to problems.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Engaged with customers to better understand needs and deliver excellent service.
- Managed complaints with calm, clear communication and problem-solving.
- Addressed customer concerns by actively engaging with them to understand their issues. and escalated major issues to supervisor.
- Actively listened to customers to fully understand requests and address concerns.
- Built and maintained courteous and effective working relationships.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Provided training and mentoring to employees to enhance their skills and improve team performance. employees to maximise team performance.
- Developed team communications and information for meetings.
- Developed excellent working knowledge of industry trends and improvements in processes.
TEAM LEADER
STC
Jeddah , Saudi Arabia
05.2020 - 05.2021
- Led the team at Saudi Telecom, overseeing daily operations and staff activities.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Monitored team performance, identified improvement areas, and implemented corrective actions to enhance service quality.
- Monitored staff performance and developed improvement plans.
- Planned workloads and delegated tasks to effectively manage seasonal demand fluctuations.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Cultivated a supportive and positive working environment to maintain strong employee relationships and morale.
- Resolved complex customer enquiries, disputes and complaints.
- Delivered quality service with a friendly and professional demeanour.
- Assisted with team recruitment, interviewing and onboarding.
ISP Techncian
STC
Jeddah , Saudi Arabia
08.2017 - 04.2020
- Configured routers, switches, and firewalls for optimal security and connectivity across multiple sites.
- Managed and monitored network performance, identifying bottlenecks and deploying solutions to enhance efficiency.
- Serviced and maintained networks, ensuring optimised performance and function to meet customer needs.
- Diagnosed and resolved complex network problems.
- Diagnosed errors, failures and bottlenecks using software tools.
- Maintained hardware and software for networks and assisted in installation and upgrade of servers.
- Configured new and upgraded networks to meet internal requirements.
- Provided technical support and guidance to customers, resolving queries regarding internet connectivity and hardware.
Education
Diploma of Higher Education - Telecommunication
IQRA institute of technology
Rawalpindi01-2015
Metric - Metric
F.G Quaid-e-Azam Public Sec School
Rawalpindi01-2013
Skills
- Network management
- Network monitoring
- Troubleshooting network issues
- Incident management
- Server maintenance
- Router setup
- WLAN installation
- Equipment installation
- Ethernet switches setup
- CISCO switches and firewalls
- Routing protocols
- Network security management
- Firewalls and endpoint security
- Technical assistance
- Network monitoring tools
- Network testing
- CISCO switches and firewalls
LANGUAGE
Urdu, Panjabi, English.Arabic
Certification
CCNA CERTIFIED CISCO ID (CSCO14743581).
Timeline
ISP Engineer
STC
06.2020 - Current
TEAM LEADER
STC
05.2020 - 05.2021
ISP Techncian
STC
08.2017 - 04.2020
Diploma of Higher Education - Telecommunication
IQRA institute of technology
Metric - Metric
F.G Quaid-e-Azam Public Sec School