Isra Koko
Kuala Lumpur,KL
Summary
Friendly Help Desk Technician with 8 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Highly qualified Science Teacher with 1 years of experience teaching middle and high school science subjects . Generates student enthusiasm for learning through individual connections and motivators. Empowers students through interactive learning, offering fun and educational lessons and exciting science demonstrations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Science Teacher
Sahabat Refugee, MSRI
Kuala Lumpur, KL
01.2020 - 10.2021
- Planned and prepared high-quality lessons, engaging and motivating about 34 students to maximize learning potential
- Set positive expectations for students' behaviour, establishing high standard of discipline through well-focused teaching
- Evaluated academic needs, recording and reporting on progress of pupils for first-class learning experiences
- Held meetings with students, providing helpful feedback on class assignments and coursework
- Increased knowledge continuously through attendance at Google classes, workshops and conventions
- Prepared student work reports for parent review.
IT Assistant Manager
Microfinance Grantee Agency/Central Bank Of SUDAN
Khartoum, KH
10.2016 - 11.2018
- Carried out system builds, reviews and general administration to consistently maximize platform potential
- Managed office phone lines and desktop phones, enabling high-performing conference and meeting room technologies
- Produced comprehensive management reports across IT systems for continued analysis and evaluation
- Developed and implemented effective IT strategy to meet company infrastructure demands
- Integrated new business systems swiftly and accurately, building momentum for technical project opportunities
- Handled group cybersecurity, regularly reviewing, and upgrading measures through bespoke improvement programmers
- Controlled data, reporting and technology for available, secure system use
- Worked flexibly to meet out-of-hours IT coverage and disaster recovery
- Mentored and motivated IT teams to support key business objective delivery
- Determine best solution based on issue and details provided by customers
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Respond to requests for technical assistance in person, via phone, chat or email
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources.
Secretariat of the General Director
General Sudanese women union
09.2014 - 09.2016
- Directed daily operation of manager business and flexed with changing demands to consistently meet about 80 % of objectives
- Coordinated strategic plans for administrative services management and optimization to best use available resources
- Prepared statements detailing operational details and key performance indicators
- Set up business contracts, obtained signatures and processed paperwork
- Communicate verbally and in writing to answer inquiries and provide information
- Coordinate flow of information both internally and externally
- Arrange and confirm appointments
- Take, type, and distribute minutes of meetings
- Organized files to support efficiency and traceability.
Call Centre Agent
ZAIN Sudan
Khartoum , KH
04.2013 - 12.2013
- Handled and quickly resolved customer issues regarding product sales and customer service problems
- Dealt with complex customer complaints professionally and politely, resolving issues with favorable solutions
- Recorded details from customer communications on CRM
- Maintained detailed product knowledge to advise customers competently and expertly
- Applied correct hold and transfer procedures, consistently keeping call times within timeframe target
- Recorded details of caller's complaints and inquiries and outlined actions taken
- Reviewed customer accounts and updated information about billing, shipping, and warranties
- Documented and alerted management teams of trends in customer calls
- Collaborated with other call center professionals to improve customer service
- Guided callers through troubleshooting, navigating company site and using products or services
- Wrote and submitted timely reports on performance, targets and customer queries
- Helped train and educate new employees about company customer management policies.
- Making about 230 customer calls per day
Trainee IT Technician
Ministry of Physical Planning
Khartoum , KH
10.2012 - 12.2012
- Provided thorough training and guidance on new software, systems and applications
- Provided technical support to company staff, resolving varied issues across internal and external applications
- Supported maintenance, installation and upgrade of various operating systems including Windows and Linux
- Monitored and inspected computers and peripheral equipment, ensuring consistent IT services
- Arranged computers, routers, and printer for designated personnel to establish productive well-equipped workstation
- Assessed hardware, mouses and keyboards to verify performance
- Responded to customer queries and provided resolutions to maintain smooth communications
- Documented repairs in logbook to preserve accurate records
- Provided software and equipment demonstrations to orient users in navigating process.
Trainee IT Technician
Save The Children
Khartoum , KH
08.2012 - 10.2012
- Updated and modified software to maximize capability, enhance functionality and deliver speedy outcomes
- Installed malware to provide security and privacy for networks and computer systems
- Read and interpreted user guides and manuals to fulfill repairs to job specifications
- Configured software and functions following specifications to optimize operations
- Hardware maintenance
- Software installation
- Formatting
- Update training manuals for new and revised software and hardware.
Education
Doctor of Information Management - Information Management
University Malaysia Terengganu
21300 Kuala Terengganu, Terengganu03.2024
Master of Business Administration: Business Administration -
Sudan International University
GJ32+W3f Khartoum Sudan 01.2017
Bachelor of Science: Computer Science -
FUTURE University
GHX3+6JP Khartoum , Africa Street , Sudan 01.2011
Skills
- Troubleshooting and Diagnostics
- Helpdesk Support
- IT Security Management
- Software Installation
- System Upgrades
- Printers and Peripherals Installation
- Hardware Configuration
- IT Service Management (ITSM) Oversight
- Call Center Operations
- Microsoft Office Specialist (MOS) Expert
- Technical Writing and Documentation
- Network Component Installations
- System Backup
- Project Management
- Hardware Troubleshooting
- Technical Analysis
Certification
- Participate in an international webinar on master management "The Role of Human Resource in Corporate Entrepreneurship Development.
- IELTS 6 band certified.
- Driver License.
- Certification from the KOIENING center in India about the ITITL foundation
- Training certification from the credit information and scoring agency (CIASA) in Sudan about informing analyzing and evaluating credit reports.
- Certification from the top leader center in DUBI about information security.
- Workshop of postgraduate research.
Languages
Arabic
Native language
English
Advanced
C1
Malay
Elementary
A2
French
Beginner
A1
References
KHATIJAH OMER, doctor at University Malaysia Terengganu UMT university, (060199878125)
Timeline
Science Teacher
Sahabat Refugee, MSRI
01.2020 - 10.2021
IT Assistant Manager
Microfinance Grantee Agency/Central Bank Of SUDAN
10.2016 - 11.2018
Secretariat of the General Director
General Sudanese women union
09.2014 - 09.2016
Call Centre Agent
ZAIN Sudan
04.2013 - 12.2013
Trainee IT Technician
Ministry of Physical Planning
10.2012 - 12.2012
Trainee IT Technician
Save The Children
08.2012 - 10.2012
Doctor of Information Management - Information Management
University Malaysia Terengganu
Master of Business Administration: Business Administration -
Sudan International University
Bachelor of Science: Computer Science -
FUTURE University
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