Zahrah Ali
Junior Network Support · IT Infrastructure Support
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About
Junior IT and Network Support professional with hands-on experience troubleshooting broadband, Wi-Fi and connectivity issues in fast-paced telecoms support environments at EE (BT Group) and Vodafone. Experienced in diagnosing network faults and supporting customers through technical issues. Skilled in TCP/IP troubleshooting, subnetting, DHCP, DNS and routing fundamentals, with additional practical networking experience gained through Cisco Packet Tracer labs.
Software engineering background with additional exposure to scripting and automation concepts relevant to modern networking environments.
Experience
Telecoms Technical Support (Customer Service Advisor) - Vodafone
- Supported customers with broadband, Wi-Fi and connectivity problems
- Performed network fault checks across routers, wireless connections and IP settings.
- Helped customers set up and optimize routers and Wi-Fi services.
- Built strong technical support, networking and customer communication skills
Telecoms Technical Support (Customer Service Advisor) - EE (BT Group)
- Troubleshoot broadband, Wi-Fi and network connectivity issues for customer
- Guided customers through router setup, connectivity checks and wireless troubleshooting to restore service functionality.
- Diagnosed common networking faults relating to routers, line quality and home network connectivity.
- Developed strong customer communication and technical problem-solving skills while working within service and SLA targets.
Education
BSc (Hons) - Computing, Software Engineering - University of Northampton (2021)
Certificate - Full Stack Web Development - University of Birmingham (2023)
