Jothika Islam
Taita,Lower Hutt
Summary
Customer-focused and detail-oriented professional with extensive experience across network operations, technical support, and frontline customer service within telecommunications, government-facing, and enterprise environments. Proven ability to manage incidents end-to-end, analyze issues, and coordinate effectively with internal teams and external vendors to deliver accurate, timely outcomes under pressure. Highly skilled in written and verbal communication across multiple channels, with a strong track record of stakeholder engagement, SLA adherence, and maintaining data integrity. Recognized for empathy, reliability, and teamwork, with multiple awards acknowledging ownership, professionalism, and commitment to exceptional customer and team outcomes. Adaptable, proactive, and motivated to continue growing within structured, purpose-driven organizations.
Overview
9
9
years of professional experience
7
7
Certifications
Work History
Network Operation Centre Engineer
Cello Communications Limited
Wellington CBD, Wellington
07.2023 - 05.2025
- Monitor and maintain a variety of network devices and services across government, corporate, and enterprise client environments.
- · Provide ongoing networking support to clients and end users daily, ranging from networking enquiries, faults, and service requests.
- · Facilitate rapid restoration of services within contracted service level agreements (SLA’s).
- Provide effective incident management throughout the lifecycle of any business-impacting event.
- Assist clients with issues that also require liaising and supporting third-party vendors or suppliers.
- Build and maintain strong client advocacy across the entire Cello client base.
- Manage Network Service Infrastructure, in support of Senior Network Engineers, to proactively assist in the mitigation of risk.
- Manage upstream service provider outcomes during network events.
Customer Champion Consultant Pro- Business and Res
Vodafone New Zealand/ One New Zealand
Wellington CBD, Wellington
07.2022 - 06.2023
- Deliver a high standard of customer experience, resolving service/technical issues in a timely manner.
- Actively diagnose, troubleshoot, and, where required, escalate to senior experts for additional support.
- Ensure new sales and service orders are accurate and complete, and that customer expectations are aligned.
- Provide support to all customer interactions via various engagement platforms (voice, chat, and emails).
- Own the customer engagement end-to-end, even when the first contact resolution is not possible.
- Contributing successfully to both team and individual goals – a team-first mentality.
- Actively contribute to knowledge sharing and learning across the team to improve first contact resolution rates.
National Communication Officer
Access Community Health
Petone , Lower Hutt
02.2022 - 07.2022
- Manage inquiries for all Access Community Health, with a goal of providing first contact resolution.
- Support colleagues to enhance efficiency and provide a positive customer service experience.
- Provide phone support for regional offices.
Customer Service Consultant
Brand Developers Limited
Takapuna, Auckland
03.2018 - 07.2018
- Resolving customer inquiries.
- Outbound calling, inbound call answering, and emails.
- Escalating customer inquiries to other departments where the request cannot be resolved.
- Database integrity involves updating customer information.
- Enter notes about the customer inquiry, and include the solution in the reference database.
- Providing product information.
- Being able to retain complex information, make decisions, and back myself.
Technical Support Advisor
Concentrix Corporation NZ
Mount Albert, Auckland
08.2016 - 11.2017
- Provide first-level technical and customer service support for Apple products.
- Use troubleshooting protocols and appropriate technical solutions to assist in first-contact resolution.
- Escalate customer inquiries to other departments where the request cannot be resolved.
- Promotion of support-related products and services.
- Database integrity requires the maintenance and updating of customer inquiries.
- Entering customer registration information into the database.
- Keep up to date with products and services across internal and external reference databases.
Customer Care Advisor-Spark Project Plug
Concentrix Corporation NZ
Mount Albert, Auckland
11.2016 - 05.2017
- Provide first-level technical support for the Project Team.
- Analyze and resolve a customer’s support request regarding their account.
- Account authority checking and password resets.
- Reactivating and deactivating email accounts.
- POP3 and IMAP email settings for customer devices.
- Troubleshooting special-character email addresses.
- Database integrity involves the maintenance and updating of customer inquiries.
- Escalate customer inquiries to other departments where the inquiry cannot be resolved at the initial point of contact.
Education
Postgraduate Diploma in Business And Administration - Management
Massey University of New Zealand
Wellington, NZ01-2015
Bachelor of Tourism Management - Tourism Management
Victoria University of Wellington
Wellington, NZ01-2013
Some College (No Degree) -
Open Polytechnic of New Zealand
Lower Hutt, NZSome College (No Degree) -
Open Polytechnic of New Zealand
Lower Hutt, NZSkills
- Customer service excellence – deliver professional, empathetic support across phone, email, and chat channels, ensuring positive customer experiences
- Incident and issue management – manage inquiries and incidents end-to-end, from investigation through to resolution, while meeting service level agreements
- Communication skills – clear, confident written and verbal communication with customers, stakeholders, and technical teams
- Attention to detail and accuracy – maintain high data integrity, accurate documentation, and quality outcomes in fast-paced environments
- Problem solving and analysis – investigate issues, analyze information, and recommend practical solutions
- Stakeholder engagement – build strong working relationships with internal teams, external vendors, and clients
- Time management and prioritization – effectively manage multiple tasks and competing priorities
- Digital and systems literacy – confident using multiple systems simultaneously, strong working knowledge of Microsoft Office
- Team collaboration – work effectively within team environments, support colleagues, and contribute to shared goals
- Adaptability and resilience – remain calm, flexible, and focused when handling high-pressure or changing situations
- Reliability and professionalism – punctual, dependable, and accountable, with a strong work ethic
Certification
COMPTIA Security Plus 701- JAN 2025
Accomplishments
Vodafone Star Award - Heart Behavior Award for displaying heart towards team members in the absence of the Team Leader. For sharing knowledge and helping her fellow team members who were fresh out of training. First, lend a helping hand to the group. Projecting positivity and passion when talking about her role, taking feedback as a learning curve, she always comes back bigger and more determined to do better. The Team Leader witnessed her step to take ownership of a call that was originally managed by a fellow team member, then staying past her shift time to ensure the elderly customer's issue was taken care of, and still came out smiling. She often stayed back after shifts to wrap up calls received at the last minute and never rushed through them. She puts her heart into not just her job, but also into the team, and most importantly, into the customers. 08 September 2022.
References
References available upon request.
Timeline
Network Operation Centre Engineer
Cello Communications Limited
07.2023 - 05.2025
Customer Champion Consultant Pro- Business and Res
Vodafone New Zealand/ One New Zealand
07.2022 - 06.2023
National Communication Officer
Access Community Health
02.2022 - 07.2022
Customer Service Consultant
Brand Developers Limited
03.2018 - 07.2018
Customer Care Advisor-Spark Project Plug
Concentrix Corporation NZ
11.2016 - 05.2017
Technical Support Advisor
Concentrix Corporation NZ
08.2016 - 11.2017
Postgraduate Diploma in Business And Administration - Management
Massey University of New Zealand
Bachelor of Tourism Management - Tourism Management
Victoria University of Wellington
Some College (No Degree) -
Open Polytechnic of New Zealand
Some College (No Degree) -
Open Polytechnic of New Zealand