Misbah

Admin Officer-Support

Marketing • Parttime

Jan 2023 - Present • 3 yrs 4 mos

Support Officer | SR Dream IT From Feb02, 2023 to Till Date. Core Expertise Technical Troubleshooting & Diagnosis: Expert at identifying root causes for software glitches and service interruptions. I specialize in translating complex technical jargon into clear, actionable instructions for non-technical clients. Customer Relationship Management (CRM): Proficient in navigating CRM platforms to track user journeys, manage support tickets, and maintain a seamless communication loop between the client and the technical team. Process Optimization: Skilled in analyzing support workflows to identify bottlenecks, implementing automated responses for FAQs, and improving overall department efficiency. Strategic Communication: Highly developed interpersonal skills used to de-escalate high-pressure situations and maintain a positive brand image for SR Dream IT during service outages or technical difficulties. Key Achievements Elevated Service Standards: Successfully maintained a 98% positive feedback rating by providing empathetic, rapid, and accurate solutions to diverse client portfolios. Streamlined Resolution Cycles: Reduced the "Mean Time to Resolve" (MTTR) by 25% through the creation of a standardized internal troubleshooting manual, which is now used for training new hires. Proactive Problem Solving: Identified a recurring technical bug through meticulous data logging, leading to a permanent fix by the development team that reduced support tickets by 15% per month. Internal Knowledge Leadership: Spearheaded the development of a comprehensive "Client Self-Service Portal," empowering users to solve minor issues independently and freeing up the support team for high-level technical tasks.