Fathima Zohra
Bangalore
Summary
Skilled communicator with a strong ability to foster rapport among diverse groups and enhance team cohesion. High-energy professional with a passion for technology and a commitment to innovative problem-solving. Detail-oriented networking enthusiast with foundational knowledge in IP addressing, firewalls, and networking principles. Seeking an entry-level position in network support or IT infrastructure to contribute to secure and efficient network operations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Helpdesk Senior associate
NTT DATA
Bangalore , India
06.2025 - 12.2025
- Helped clients in resetting the password, helped them with installing new applications.
- Resolved 95% of tickets on first contact, enhancing efficiency.
- Implemented new ticketing system, reducing response time by 40%.
- Managed high-volume inquiries while maintaining composure and providing consistent support.
- Trained and mentored junior associates, enhancing their skills and effectiveness.
- Fostered strong client relationships, leading to repeat business opportunities
Senior Process Executive
Cognizant Technology Solutions
Bangalore, India
08.2023 - 05.2025
- Guided clients through the process of implementing and managing tags via GTM, enhancing their ability to
track various user interactions efficiently. - Guided clients through the setup of Google Ads conversion tracking to measure the effectiveness of their ad
campaigns. - Provided step-by-step guidance to advertisers on implementing tracking codes on their websites, ensuring
accurate data capture. - Provided step-by-step guidance to advertisers on implementing tracking codes on their websites, ensuring accurate data capture.
- Provided level 2 technical support to clients, addressing their queries and issues.
- Skilled in leveraging analytics tools, identifying trends, and implementing actionable strategies that drive revenue growth.
- Skilled in leveraging analytics tools, identifying trends, and implementing actionable strategies that drive revenue growth.
- Adept at collaborating with cross-functional teams to improve user experience, reduce cart abandonment, and increase overall customer satisfaction.
Associate
Tesco
Bangalore
06.2022 - 05.2023
- Demonstrated proficiency in IP addressing, subnetting, and CIDR by configuring network settings for optimal performance.
- Possessed knowledge of network devices and topologies, including LAN/WAN, routers, and switches, to facilitate effective network design.
- Acquired familiarity with firewall setup and basic security policies through hands-on implementation in network environments.
- Troubleshot networking issues between printers and computers, enhancing device connectivity
- Helping the store employees locate the networking devices and obtain the status of those devices.
- Manually adding the IP address on the devices for better connectivity
- Provided clear and concise step-by-step technical support to guide clients
- Asked customers targeted questions throughout troubleshooting to determine smart solutions
- Streamlined operations through expert clerical support in document control and file management
- Detailed operations activities by producing and distributing high-quality reports
- Evaluated current processes and implemented action to address areas for improvement
- Used technical and detailed information to prepare comprehensive reports.
Education
Bachelor of Science - Environmental Science
Mount Carmel College
Bangalore01-2021
Skills
- Troubleshooting proficiency
- Technical support
- Network knowledge
- MS Office
- Case management
- Customer behaviour analysis
- Google Ads and Analytics
- Analytical Thinking
- Team Management
- Leadership Skills
- Excellent communication
Certification
- Geographical Information QGIS certified
- ARC GIS certified
- KSPCB internship
Languages
English
Urdu
Hindi
Hobbies and Interests
- Football
- Baking
- Cricket
- Travelling
- Reading
Timeline
Helpdesk Senior associate
NTT DATA
06.2025 - 12.2025
Senior Process Executive
Cognizant Technology Solutions
08.2023 - 05.2025
Associate
Tesco
06.2022 - 05.2023
Bachelor of Science - Environmental Science
Mount Carmel College