Imran Dawood
About Imran Dawood
Imran Dawood is a Senior Technical Support Analyst with expertise in BSS/OSS and customer experience management. He has over a decade of experience in technical support roles across various companies and countries, currently working at MATRIXX Software in Sydney, Australia.
Work at MATRIXX Software
Imran Dawood has been employed at MATRIXX Software as a Senior Technical Support Analyst since 2021. His role focuses on providing technical support and ensuring customer satisfaction within the software solutions offered by the company. He has accumulated three years of experience in this position while working from Sydney, New South Wales, Australia.
Previous Experience in Technical Support
Prior to his current role, Imran Dawood worked at Ingenico Group as a Technical Support Engineer from 2016 to 2019 in Sydney, Australia. He also served at Ericsson Regional Support Center as a Support Engineer for the Charging System from 2012 to 2015 in Accra, Ghana. His career includes a position at Airtel Ghana as 2nd Level Support for Revenue Management from 2011 to 2012, and he has held various technical roles at Warid Telecom and Ericsson in Pakistan and Ethiopia.
Education and Expertise
Imran Dawood holds a Bachelor of Engineering in Telecommunications and Electronics from The University of Lahore, where he studied from 2000 to 2006. He also obtained a Graduate Certificate in Behavioral Economics from the University of Technology Sydney in 2021. Additionally, he completed a Statement of Attainment in VMware vSphere: Install, Configure, Manage V6 at TAFE NSW in 2017. His educational background supports his expertise in customer support and experience management.
Background in Customer Support and Management
Imran Dawood has over a decade of experience in managing operations and support within data center environments. His specialization includes BSS/OSS and customer expectations and experience management. He utilizes behavioral insights to enhance customer experience in IT and telecom operations, focusing on improving customer satisfaction through effective support delivery.