AHMAD SHARMAN
Senior Customer Support Engineer
Zarqa,Jordan
Summary
As a Senior Customer Support Engineer at Estarta Solutions, I provide consultation and troubleshooting for complex Webex problems, using my excellent analytical and technical skills. I am a Senior in my team, driving continuous learning, results orientation, and teamwork. I have a bachelor's degree in English language and literature from Hashemite University, which has enhanced my communication, writing, and critical thinking abilities. I have also obtained multiple certifications in customer service, problem-solving, and supply chain basics from LinkedIn, and I have a CCNP certification which demonstrates my commitment to professional development and customer satisfaction. I am passionate about delivering high-quality service and solutions to customers, and I am always eager to learn new skills and technologies.
Overview
9
9
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Senior Customer Support Engineer
Estarta solutions
10.2022 - Current
- Ability to analyze, configure and troubleshoot medium to large networks
- Being a technical expert in at least one area with excellent broad knowledge of networking
- Effective planning, prioritization, and organization skills
- Driving for continuous learning, results orientation, and teamwork
- Guiding and performing activities that contribute and are aligned with Estarta TAC business strategies
- Proven crisis management skills
- Demonstrated leadership skills in small projects and teams
- Working on problems of diverse scope where analysis requires further evaluation of identifiable factors and correlation of data
- Working on complex and diverse problems where analysis requires an in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation
- Effectively working with Cisco TAC and cross-functional teams to resolve major customer issues
- Assisting in the hiring cycle by leading technical assessment sessions and providing input to the hiring manager on the technical abilities of the candidate(s).
- Conducted interviews and evaluated candidates for Technical Support roles to ensure the right talent joined the team.
Senior Customer Service Specialist
Estarta solutions
01.2020 - 10.2022
- Provided customer support via telephone, e-mail, voice chat, or in-Webex meetings
- Informed customers about products and services
- Responded to customer questions and resolved complaints
- Suggested solutions for common problems
- Prepared documents, reports, and updated customer database
- Served as Acting Team Lead for the Customer Service team, overseeing daily operations and ensuring service quality standards were met.
- Trained new customer service agents and collaborated with the management team
- Improved overall customer satisfaction
- Performed Case Reviews, provided technical training, and mentored other CSEs
- Achieved higher KPI targets including Closure, Customer Satisfaction, BL Size/Age, etc
- Managed weekend shifts and participated in meetings to enhance collaboration and resolve conflicts
Senior Call Center Agent
Posta Plus
01.2019 - 06.2019
- Respond to any inquiries or questions from clients.
- Training new employees on the system.
- Team leadership and problem-solving.
Customer Care Advisor
Orbit Showtime Network
04.2017 - 04.2018
- Provided after-sales support through inbound calls to maintain and retain customers
- Answered general inquiries related to programming, billing, and TV guide requests to offer basic technical support
- Updated callers' information and collected relevant data during each call
- Maintained and updated customer information
Education
Bachelor's degree - English language and literature
The Hashemite University
Jordan - Az Zarqa01.2016
Skills
Team Leadership
Certification
Cisco Certified Specialist - Collaboration Core
Timeline
Cisco Certified Specialist - Collaboration Core
03-2023
Implementing Cisco Advanced Call Control and Mobility Services
03-2023
Cisco Certified Network Professional Collaboration(CCNP)
03-2023
Senior Customer Support Engineer
Estarta solutions
10.2022 - Current
Senior Customer Service Specialist
Estarta solutions
01.2020 - 10.2022
Senior Call Center Agent
Posta Plus
01.2019 - 06.2019
Soft Skills
06-2017
Customer Care Advisor
Orbit Showtime Network
04.2017 - 04.2018
Bachelor's degree - English language and literature
The Hashemite University