Malik Awan

3+ years of experience providing customer support in different industries such as hospitality, mobility, and retail. Highly skilled in troubleshooting, repairing, and upgrading software, hardware, operating systems, and mobile devices with an interest in new technologies. Demonstrated ability to provide satisfactory solutions to clients with excellent problem-solving skills developed through years of customer support experience and community engagement events.

Strong written and verbal communication skills with a proven track record of responding to needs efficiently by answering 50+ phone calls per day. Fluent in English Urdu Hindi Punjabi.

Valid Alberta

Class 1 Driver's License.

Junior IT Analyst Trainee - NPower Canada - Calgary, AB

(2026-04)

Actively participate in 14-week intensive online training on the fundamentals of computer technology, and project management essentials.

• Develop practical experience working with Windows and Linux operating systems, including configuring disk partitions and file systems.
• Gain knowledge of troubleshooting and problem-solving core services while applying best practices for documentation and change management.
• Learn how to support basic IT infrastructure and networking, including DNS and DHCP, and apply standard protocols with TCP/IP communications.
• Configure and support PC and IoT device hardware.
• Manage an organization's computers using Directory Services, Active Directory, and Open DAP.
• Collaborate with a scrum team of 6 to practice Agile project management lifecycle.

Hod & Chief Instructor - Dorset College - Surrey, British Columbia

(2019-06 - 2022-09)

• Led the Hospitality Department, overseeing curriculum planning and academic operations for 100+ students and coordinating a team of 5–10 faculty members, improving overall departmental performance by 20%.
• Delivered engaging lectures and practical training in hospitality management, achieving a 90%+ student pass rate and maintaining high student satisfaction scores (4.5/5).
• Mentored and guided 80+ students annually, supporting career development and achieving 75%+ job placement rates in the hospitality industry.
• Improved departmental efficiency by 25% by implementing structured training programs and modern teaching methodologies, enhancing both teaching quality and student outcomes.

Technical Support Consultant - Bell Canada - Calgary, AB

(2012-05 - 2019-05)

• Delivered exceptional customer service to 40–70 clients daily, assisting with mobile product selection, troubleshooting, and account support while maintaining a 95%+ customer satisfaction rating.
• Achieved and exceeded monthly sales targets by 110%–130%, generating $25K+ in revenue, through tailored recommendations of devices, plans, and accessories.
• Diagnosed and resolved technical issues related to smartphones, software, and connectivity with a 90%+ first-contact resolution rate, reducing repeat visits and escalations.
• Built strong customer relationships through clear communication and after-sales support, contributing to a 30% increase in repeat customers and positive referrals.

Customer Consultant - The Carphone Warehouse - London, UK

(2010-02 - 2012-03)

• Assisted 50+ customers daily in selecting suitable mobile phones, plans, and accessories, delivering a personalized sales experience and increasing customer satisfaction ratings by 20%.
• Provided expert guidance on home broadband services, comparing packages and speeds, contributing to a 15% increase in service plan sales.
• Demonstrated and explained latest technology features, improving customer understanding and reducing product return rates by 10%.
• Delivered excellent customer service by resolving inquiries and technical issues, maintaining a 95%+ customer satisfaction score, and generating repeat business.

Junior IT Analyst Trainee - Computer Technology and Project Management - NPower Canada (2026-04)

Bachelor of Science (Honours) - Tourism & Hospitality & Management - University of Sunderland (2007-07 - 2010-05)