Rabi Waris Shaikh

Service Desk Support

Fircroft intenational

June 2011 to February 2017

? Created 100+ knowledge base solutions for client specific troubleshooting i.e. Operating procedures, policies, etc.
? Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate
? Trained 35 new employees on responding to calls appropriately and company standards
? Performed quality assurance check of tickets processed by team
? Documented and tracked all received requests in incident management system.
? Collected and updated data to assist with customer issues and concerns.
? Assisted with software installations.
? Identification of Faults / Problems and provide a quick solution on them.
? Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.
? Preparing Configuration scripts for move/add/change
? Controlling and administering hardware and software configurations
? Checking Devices for legitimate operation and execution
? Steered negotiations of pricing with customers regarding open item products.

BS Electronics

January 2003 to March 2007

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies