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Technical Support • Project Manager • SQA
Abdul Rehman
Detail-oriented L1 Technical Support / ISP Support Executive with hands-on knowledge of Fiber (FTTH/GPON), Billing & Customer Portal, ODN troubleshooting, and Helpdesk operations. Experienced in data analysis, reporting automation, and UI/UX design collaboration.
Professional Summary
Experienced in handling browsing, fiber disconnection, abnormal optical power, HD Box, Wi-Fi, VOIP, billing, and tax-related queries following SOPs and QA standards. Strong command of customer communication, verification procedures, and ticket escalation workflows.
- Fiber (FTTH/GPON) Troubleshooting
- Billing & Customer Portal Support
- Data Analysis & Reporting
- Project Coordination & QA
Technical Skills
Support & Tools
- NMS & CRM Systems
- Vicidial
- FTTH/GPON Knowledge
Data & Analysis
- Power BI & Tableau
- Python & SQL
- Excel Automation
Development
- Data Cleaning & Viz
- UI/UX Design (Figma)
- Reporting Automation
Education
BS Computer Science
Kohat University of Science and Technology
CGPA: 3.60/4.00
Thesis (IoC-Chatbot): A real-time communication system for students and advisors enabling messaging, announcements, file sharing, and multilingual support. Built using Flutter, Dart, Firebase, and Python/Dialogflow.
Experience
L1 Technical Support Engineer
Sybrid (Stormfiber Campaign)
- Delivered complete Level‑1 support for Fiber, Wi-Fi, browsing, and IPTV issues.
- Diagnosed abnormal optical power, fiber bends, connector faults using monitoring tools.
- Handled billing queries, tax breakdowns, and guided users on self-service portals.
- Resolved 84–110 calls per shift with QA-compliant documentation.
UI/UX Design Intern
Brandora
- Designed social media creatives, banners, and infographics.
- Built UI/UX mockups in Figma and collaborated via ClickUp & Asana.
Project Manager
Uzair Tech
- Managed 16 software projects with accurate tracking.
- Built automated Power BI dashboards and converted Excel reports.
Intern
Bank of Khyber
- Performed biometric verification and form processing.
- Assisted with onboarding and ensured data accuracy.
Get In Touch
Open to opportunities in Technical Support, Project Management, and Data Analysis.
