Essa

High-performing Customer & Technical Support Specialist with a proven track record of managing high-volume international voice campaigns and executing Tier 1 through Tier 3 IT troubleshooting. Adept at resolving complex system inquiries, including enterprise hardware, software, POS, and kiosk setups while maintaining strict quality standards and SLA compliance. Demonstrated success in driving customer satisfaction (CSAT) growth and leading technical support teams in remote environments.

Technical Support Manager (Tier 3) at Linkitsoft (2025-01 – 2026-07)

• Provided Tier-3 IT technical support and specialized troubleshooting for complex hardware and software infrastructures, including POS and kiosk systems remotely for major US enterprise clients.
• Resolved 95% of escalated technical issues without requiring further escalation, improving overall team resolution efficiency and ticket handling times.
• Trained and onboarded 15 new technical support team members in protocol execution and troubleshooting standard operating procedures.

Sales and Support Agent at Express Flights (2024-01 – 2024-09)

• Assisted international customers in booking flights, managing travel itineraries, and providing end-to-end customer assistance from departure to arrival.
• Maintained high service delivery standards across high-volume communication channels.

Sales & Client Support Representative at A & B Rentals (2023-01 – 2024-12)

• Acted as primary point of contact for international clients, guiding them through property rental, stay coordination, and booking processes.
• Upsold ancillary travel and rental services to increase account value while delivering personalized customer care.

Bachelor of Media Studies in Media Studies – Bahria University (2026-01)

Intermediate in Computer Science (HSSC) in Computer Science – Fazaia Degree College (2022-01 – 2024-12)