AMEERA's CV
Profile summary
Adaptable IT Support professional with 10 years of experience transitioning from senior payment center operations. Multilingual professional fluent in 7 languages with technical expertise in Cisco network architecture and incident resolution. Built internal communication systems and managed transaction workflows across 4 organizations since 2012. Focused on applying hardware maintenance and software troubleshooting skills to maintain operational stability.
Career highlights
Technical Support Operations: Built a department website to centralize internal communications and managed the attendance system website to track staff logs and reporting for the Civil Service Department.
Incident Resolution: Resolved hardware and software issues for computers and printers while establishing user accounts for new employees to ensure immediate access to department systems.
Financial Transaction Management: Coordinates with internal departments to resolve payment discrepancies for 12 active accounts and manages transaction processing workflows to maintain operational accuracy since 2021.
Network Certification: Holds Cisco Certified Network Professional and Cisco Certified Network Associate certifications, supported by practical experience using Cisco Packet Tracer to create network diagrams.
Key skills
Professional experience
Managed technical operations for the Civil Service Department, overseeing hardware maintenance and internal software systems. Directed the implementation of digital tracking tools and provided end-user support for department staff.
- Built a department website to centralize internal communications and resource access.
- Managed the attendance system website to track staff logs and reporting.
- Resolved hardware and software issues for computers and printers to maintain operational uptime.
- Generated QR codes to facilitate digital document access and information retrieval.
- Established user accounts for new employees to ensure immediate access to department systems.
Directed customer service operations within a high-volume contact center environment. Managed inbound communication channels to address account inquiries and resolve service requests while maintaining adherence to internal quality standards.
- Resolved customer account inquiries and service requests through direct phone communication.
- Maintained documentation of customer interactions within the internal database to ensure accurate record-keeping.
- Adhered to established service protocols to meet performance targets during the 2014 to 2017 period.
Directed customer service operations for phone banking, managing incoming inquiries and resolving escalated account issues. Oversaw the end-to-end resolution process for client complaints to maintain service standards.
- Managed high-volume inbound call traffic to provide account information and transaction support.
- Resolved complex customer complaints by investigating case history and coordinating with internal departments.
- Executed case management protocols to track and close client inquiries within established service timelines.
Coordinates fund transfer operations within the payment center, managing transaction workflows and ensuring adherence to internal processing standards. Oversees the execution of financial transfers to maintain accuracy and compliance across all payment channels.
- Executes daily fund transfer payments to ensure timely settlement of financial obligations.
- Manages transaction processing workflows to maintain operational accuracy since 2021.
- Coordinates with internal departments to resolve payment discrepancies for 12 active accounts.
Education
IT- Network Engineering (CISCO)
IT- Network Engineering (CISCO)
Science | 88.3%