Open to opportunities

hafsa olaad

@hafsaolaad

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Highly motivated 1st line support professional with strong customer focus.

United Kingdom

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What I'm looking for

I am looking for a role that offers opportunities for growth, a collaborative environment, and the chance to further develop my technical skills while providing excellent customer support.

I am a highly motivated professional with over four years of experience in delivering exceptional customer satisfaction. Known for my keen eye for detail and relentless work ethic, I thrive in fast-paced environments and handle pressure with ease. My proactive approach allows me to confidently take initiative and complete tasks efficiently, even in challenging situations.

Currently, I work as a 1st Line Support at GlobalNet, where I respond to user queries, manage support tickets, and assist corporate staff in hybrid settings. My technical skills include managing user accounts with Microsoft Active Directory, configuring mobile devices using Intune, and troubleshooting various IT issues. I pride myself on my ability to communicate effectively and collaborate with team members to share knowledge and improve service delivery.

In addition to my technical expertise, I have experience in customer service as a receptionist and dental nurse, where I managed patient scheduling and ensured smooth operations. I am dedicated to continuous learning and professional development, as evidenced by my recent certifications in CompTIA A+, Network+, and Microsoft Server.

Experience

Work history, roles, and key accomplishments

Current

1st Line Support

Current

GlobalNet

Mar 2023 - Present (2 years 3 months)

Provided comprehensive first-line technical support, resolving user queries via calls and emails and managing incidents in ServiceNow. Created and managed user accounts in Microsoft AD and configured mailboxes in Exchange/Office 365, ensuring efficient staff onboarding and offboarding. Troubleshot and resolved issues related to VPNs, MFA, wireless networks, DNS, DHCP, and antivirus systems.

ServiceNow Office 365 VPN MFA DNS

Receptionist/Dental Nurse

HDC Dental Clinic

Jan 2020 - Jun 2022 (2 years 5 months)

Managed comprehensive front desk operations, including patient scheduling, appointments, and accurate processing of records, insurance, and payments. Provided excellent customer service by handling inquiries and coordinating with staff to ensure smooth clinic operations. Assisted dentists during procedures, prepared instruments, sterilized equipment, and educated patients on oral hygiene.

Scheduling Customer Service Dental Assistance Sterilization

Education

Degrees, certifications, and relevant coursework

Bsix School London

GCSEs, General Studies

Completed General Certificates of Secondary Education at Bsix School London. This foundational education provided a broad understanding across various subjects.

Unknown

NVQ Level 4, English

Achieved NVQ Level 4 in English, demonstrating advanced proficiency in language and communication skills. This qualification enhanced abilities in comprehension, analysis, and expression.

NLDC

NVQ Level 3, Dental Nursing

Obtained NVQ Level 3 as a Dental Nurse from NLDC. This vocational qualification provided practical skills and knowledge essential for assisting in dental procedures and patient care.

CompTIA

Certification, Information Technology

Completed the CompTIA A+ certification, validating foundational IT skills in areas such as hardware, software, networking, and security. This certification is crucial for entry-level IT support roles.

CompTIA

Certification, Networking

Earned the CompTIA Network+ certification, demonstrating proficiency in managing, maintaining, troubleshooting, installing, and configuring basic network infrastructure. This enhances understanding of network technologies.

Microsoft

Certification, Server Administration

Completed training for Microsoft Server 2022, gaining expertise in server installation, configuration, and management. This includes knowledge of server roles, storage, and virtualization.

Microsoft

Certification, Cloud Productivity

Completed training for Microsoft Office 365, acquiring skills in managing and utilizing various Office 365 services. This includes proficiency in applications like Exchange, SharePoint, and Teams.

ITIL

Certification, IT Service Management

Undertook the ITILv4 training course, focusing on IT service management best practices. This training provides a comprehensive understanding of the ITIL framework for delivering value through IT services.