Zeeshan Zaheer

Adaptable and ambitious professional with an MBA and over 10 years of experience in administrative support and technical troubleshooting within the telecommunications and healthcare sectors. Proven track record in managing complex ticketing systems (ICMS, WFMS, RTTS) and network operations for STC. Expert in fiber (FTTX) and copper technologies, dedicated to driving professional growth and organizational success.

Admin Clerk – Enterprise Business Unit - Solutions by STC - Riyadh, KSA

(2015-01)

• Analyzed problematic areas in fixed fiber VOICE and Internet issues, providing technical solutions for VIP and standard customers.
• Managed end-to-end customer service performance using STC monitoring tools including Network Analyzer, Home Device Manager, and Alepo.
• Troubleshot and configured VOIP services, including PBX, Hotline, and call forwarding.
• Oversee migration processes from copper to fiber and NGN to IMS networks.
• Supported field technicians in configuring ONTs and MDUs for Huawei (U200) and Alcatel (AMS-5520) equipment.

Admin Clerk & Call Center Agent (ETMC) - Solutions by STC - Riyadh, KSA

(2022-01 - 2023-07)

• Provided real-time support to technician's kingdom-wide for copper, fiber, and Atheer line issues.
• Managed SIM card changes and voice-related troubleshooting for Atheer and afaqwireless lines.
• Configured customer modems (ONTs/MDUs) post-installation to ensure immediate service functionality.

Technical Specialist – Enterprise Business Unit - Bazy Trading and Contracting Company Ltd (for STC) - Riyadh, KSA

(2014-01 - 2015-12)

• Resolved customer complaints regarding voice and DSL copper technology using NGN, IMS, and 5ESS.
• Managed PBX group creation and supplementary services such as call forwarding and PBX hunting.
• Dispatched tickets to field workforce and followed up on escalated problems via RTTS and email.

Customer Service Representative - CMCC Hospital - Riyadh, KSA

(2013-01 - 2014-12)

• Validated insurance claims and processed resolutions for major providers including Bupa Arabia and Tawuniya.
• Maintained daily patient claim records and submitted monthly financial statements to insurance companies.

Customer Support Officer - ZONG Mobile Network Operating Company - Pakistan

• Identified and resolved customer billing and payment issues using internal computer systems.
• Documented call trends and recommended process improvements to supervisors.

Master in Business Administration - Finance & IT - Sarhad University of Information Technology (2011-01)

Bachelor of Science - University of Peshawar (2006-01)

Diploma - Electronics - Pakistan Institute of Technical Skills (2010-01)