Bushra Ali
IT Specialist
Ballwin
Summary
Over 9 years of customer service and administrative experience, including 6 years in IT as a database administrator and tester, complemented by 2 years in mortgage services. Demonstrated ability to multitask and adapt to changing environments, with strong communication and problem-solving skills. Proficient in Microsoft Office Suite, SQL Management, SAP, UNIX, and various CRM systems, with a typing speed of 50 wpm. Recognized for implementing systems improvements and maintaining operational efficiency through advanced technical expertise.
Overview
23
23
years of professional experience
Work History
Senior Technical Support Analyst
Ungerboeck International
O'Fallon
04.2018 - 11.2023
- Provided technical support by troubleshooting, diagnosing, and resolving a wide variety of problems, ranging from software, email, reporting issues, SQL database administration issues, to SQL migrations.
- Worked on SQL Server tools while performing migrations of the database/server or upgrading the database to a newer level of software.
- Identified and escalated software bugs in the system to the SME engineers.
- Utilized Zendesk-SAP system for tracking troubleshooting efforts and SLA management.
- Active Directory and MS Exchange management for user and non-user accounts.
- Handled customer technical support cases through phone and email submissions.
- Train Level 1 technical/application support analysts on operational procedures and troubleshooting techniques.
- Experienced in MS SQL Server 2017, 2016, 2014, and older versions.
- Copying customer databases and creating local sites for testing customer issues.
- Assisting in the deployment of software.
- Testing scripts before the public release of the software patch.
- Well versed with black box (end user) testing
- Utilized DNS lookup tools for SPF issues.
- Designed and implemented process improvements to enhance system performance and reliability.
- Created user accounts for customer databases, maintained system security, and configured user settings in accordance with corporate policies.
- Performed SQL database backups and restorations during migrations and upgrades.
Network Operations Tech I
Charter Communications
03.2014 - 09.2014
- Actively and consistently supported all efforts to simplify and enhance the customer experience
- Performed basic network operations functions such as monitoring information on all sites and back haul, identified deterioration of components and dispatching / assisting field personnel with repairs
- Handled incoming trouble calls
- Worked closely with engineering, field technicians, marketing and vendors to resolve service issues
- Resolved network problems/faults; escalated as necessary to appropriate parties
- Tracked and updated problems in the trouble remedy ticketing system
- Monitored traffic patterns to identify potential problem areas and escalated to appropriate teams to take corrective action to implement short term adjustments as well as refer chronic problems to Engineering for permanent resolution
- Identified alarm correlations and appropriate response actions for future automation
- Performed other duties as requested by supervisor including monitoring the maintenance schedules and correlating any alarms linked to maintenance
- Review and input data via Remedy ticketing system, excel sheets, and created tickets under Remedy
Quality Development Coordinator
Charter Communications
08.2013 - 03.2014
- Responsible for monitoring progress and providing feedback regarding billing system and work order data against established goals, including verification of data input, monitoring of system flow for service delivery impacts, and aggregating data from various tools
- Review data and provide SME feedback in a timely manner to supervisors and managers
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Consult with the Quality Development Supervisor or Work Order Analyst regarding overall assessment of departmental attainment of established goals and objectives
- Review work orders for accuracy and timely processing
- Compile and generate required reports on a timely basis
- Type, copy, collate, produce graphs/charts as required Perform other duties as requested by supervisor
- Working independently on reviewing the calls for 3-4 teams at a time
- Review and input data via Remedy ticketing system, excel sheets and Siebel
Phone and Internet Repair Analyst
Charter Communications
10.2012 - 08.2013
- Executed complex troubleshooting and resolution of inbound phone and internet repair calls using Remedy Ticketing system.
- Provided advanced diagnosis and resolution for telephone customer care issues, including provisioning and network problems.
- Monitored unusual switch, provisioning, and network activity to identify and troubleshoot abnormal trends.
- Communicated abnormal trends to supervisor for effective escalation and resolution.
- Dispatched trouble tickets using Remedy, categorizing issues as critical, major outage, or minor outage.
- Coordinated with departments to resolve trouble tickets efficiently and effectively.
- Initiated changes within telephone switch to enhance operational effectiveness.
- Applied extensive ITIL knowledge to deliver exceptional end-user support.
Online desktop support analyst
Elsevier /Aerotek
02.2012 - 08.2012
- Provided phone, email, and chat support to users navigating various software applications.
- Assisted students and instructors with Evolve Learning System, Pageburst, HESI, and MD Consult products.
- Monitored LAN/WAN networking activities, including VPN and RAS connections.
- Demonstrated proficiency in Microsoft Word, Excel, Outlook, and Saleslogix CRM.
- Utilized Remedy ticketing system to track support requests efficiently.
- Supported website development and design with HTML knowledge.
- Facilitated user navigation on Evolve website across multiple browsers.
- Communicated effectively to resolve technical issues promptly.
Sales Associate (seasonal position)
Kirlin’s Hallmark
10.2011 - 12.2011
- Helped consumers with general promotions in store and all store products
- Stocked all the products on the shelves in well manner
- Responsible for handling all cash register duties
- Understood all the responsibilities at work place including safety
- Remarkable ability of managing, planning and budgeting
- Excellent communication and demonstration skill
- Experience in designing attractive presentations, marketing campaigns and strategies
Process Analyst/Tier 1/Tier2( Multiple Roles)
Savvis
09.2010 - 10.2011
- Analyzed policies and procedures for problem identification, documentation, distribution, and resolution within global incident response center.
- Monitored customer responses through Customer Loyalty Advisory program and presented data to senior management.
- Led development and implementation of Key Performance Indicators (KPIs) and operational support dashboards.
- Documented reporting requirements including functional design and data dictionaries for operational dashboards.
- Assisted over 50 clients daily with case creation, escalation, and monitoring alerts using Gomez alert system.
- Utilized Siebel and Vantive daily for case management in high-volume international support center.
- Created and modified job aids for training purposes to enhance team performance.
- Supported networking activities (LAN/WAN), VPN, and RAS while monitoring server performance.
Customer Service Representative
Maritz
03.2010 - 07.2010
- Processed over 80 calls daily in a fast-paced call center environment.
- Resolved customer inquiries and redemption issues efficiently.
- Handled shipping orders for rewards selected by customers.
- Credited accounts and facilitated reward transfers promptly.
- Educated customers on various reward programs to enhance understanding.
- Upsold services by recommending award program cards tailored to individual needs.
- Transferred health insurance patients to appropriate departments as needed.
- Delivered exceptional customer service, ensuring timely assistance.
Lead Computer Operator
Paychex Inc.
01.2006 - 01.2009
- Processed payroll using Insertion Machines to ensure accuracy and timeliness.
- Managed a team of 10 employees, prioritizing customer satisfaction through precise payroll delivery.
- Conducted nightly backups and restorations using Backup Exec for data integrity.
- Ensured Quality Assurance standards were met in all payroll processing activities.
- Monitored check stock levels and initiated reorders as necessary.
- Facilitated prompt distribution of payroll to reception for timely delivery.
- Tracked shipping of packages via UPS, DHL, and FedEx to maintain logistics efficiency.
- Oversaw operation of electronic computer equipment, performing troubleshooting as required.
Administrative Assistant
St. Louis Community College
02.2006 - 11.2006
- Provided technical support for Microsoft Office programs to resolve software-related issues for students and staff.
- Assisted students and staff in troubleshooting software application complications efficiently.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
Document filing clerk
CitiGroup
01.2003 - 01.2005
- Filed and sorted mortgage loan documents to ensure organized retrieval.
- Reviewed mortgage loan documents for accuracy and compliance.
- Scanned and retrieved mortgage document files for efficient access.
- Verified mortgage loan types and directed to appropriate departments.
- Managed various office administration tasks to support daily operations.
Customer service representative
G.C. Services
02.2001 - 09.2001
- Managed 70+ inbound and outbound calls daily in fast-paced call center environment.
- Resolved billing inquiries and issues promptly to enhance customer satisfaction.
- Collected past due payments from customers, improving cash flow.
- Delivered high-quality customer service to maintain strong client relationships.
Education
Some College (No Degree) - Computer Engineering
SIUE
Glen Carbon, ILHigh school -
St. Ann’s Junior college
IndiaSome College (No Degree) -
St. Louis Community College
Skills
- Microsoft Office
- Excel
- PowerPoint
- Access
- Word
- Outlook
- Typing 50 wpm
- SQL Management
- SAP
- UNIX
- Zendesk
- Avaya phone system
- CRM
- Remedy
- Vantive
- VPN
- Remote access troubleshooting
- Windows
- Mac operating systems
- HTML
- Website development
- Computer networking
- Saleslogix CRM
- Salesforce
- Parature
- SAP Cloud
- RightNow
- ITIL
- Communication
- Demonstration
- Managing
- Planning
- Budgeting
- Designing presentations
- Marketing campaigns
- Strategies
- Networking activity
- LAN/WAN
- RAS
Timeline
Senior Technical Support Analyst
Ungerboeck International
04.2018 - 11.2023
Network Operations Tech I
Charter Communications
03.2014 - 09.2014
Quality Development Coordinator
Charter Communications
08.2013 - 03.2014
Phone and Internet Repair Analyst
Charter Communications
10.2012 - 08.2013
Online desktop support analyst
Elsevier /Aerotek
02.2012 - 08.2012
Sales Associate (seasonal position)
Kirlin’s Hallmark
10.2011 - 12.2011
Process Analyst/Tier 1/Tier2( Multiple Roles)
Savvis
09.2010 - 10.2011
Customer Service Representative
Maritz
03.2010 - 07.2010
Administrative Assistant
St. Louis Community College
02.2006 - 11.2006
Lead Computer Operator
Paychex Inc.
01.2006 - 01.2009
Document filing clerk
CitiGroup
01.2003 - 01.2005
Customer service representative
G.C. Services
02.2001 - 09.2001
Some College (No Degree) - Computer Engineering
SIUE
High school -
St. Ann’s Junior college
Some College (No Degree) -
St. Louis Community College
Similar Profiles
KAITLYN BATLINERKAITLYN BATLINER
Services Sales Consultant at Momentus Technologies (formerly Ungerboeck)Services Sales Consultant at Momentus Technologies (formerly Ungerboeck)
ANNE SANDLERANNE SANDLER
Art Teacher at South Bronx International Charter School for International Cultures and the ArtsArt Teacher at South Bronx International Charter School for International Cultures and the Arts
Muhannd ElhoumiMuhannd Elhoumi
Aerodrome Operations Manager at Red Sea International Airport - Daa InternationalAerodrome Operations Manager at Red Sea International Airport - Daa International
Charles TrousdaleCharles Trousdale
Assistant Caterer at Two Mikes CateringAssistant Caterer at Two Mikes Catering
Jacob BoscheJacob Bosche
Food Server at Olive GardenFood Server at Olive Garden