概要

I am hardworking, self-motivated and customer service focused Technical Support Specialist with vast experience in high-volume environments with strong analytical communication and organizational abilities, seeking an opportunity in a dynamic organization where I can apply as well as improve my skills for a prestigious career. I am highly adept in systems analysis diagnostics, troubleshooting and conflict resolution by utilizing a wide variety of computer productivity software working. A complex problem solver with excellent organizational skills to thrive in fast-paced and challenging roles, works well in team environments and displays strong work ethics.

工作经历

公司标识
Application Support Analyst
Ascertia (Pvt) Ltd.
Feb 2018 - 代表 | Lahore, Pakistan

•Take ownership of customer issues reported and see problems through to resolution
•Research, diagnose, troubleshoot and identify solutions to resolve customer issues
•Ensure proper recording and closure of all issues
•Replicating the scenarios faced by the customers and analyzing the environment details and logs shared by them
•Coordinate with development & QA team to get all the reported issues resolved in the timely manner
•Verifying new patches for products and performing Process & Product Quality Evaluation for patches as well as major releases
•Verifying proper documentation included in every major release of products

公司标识
Sr. Associate / Team Lead - Application Support
Apollo Telecom (Pvt) Ltd.
May 2017 - Feb 2018 | Islamabad, Pakistan

• Manage escalations to provide support to our solutions with proper follow up, unless the issue is resolved.
• Manage a diverse and complex scope of support issues directly related to the use of solutions with effective technical and customer skills to ensure the highest level of customer satisfaction.
• Analyze complex business/technical problems and deliver solutions in a proactive, self-directed manner
• Resolving complex application technical issues through investigation and providing a walk through solution directly to the client via email and phone.
• Ensure follow up with clients and provide seamless updates on open issues.
• Effectively interact with other members of the team to provide solutions to complex technical issues.
• Collaborate with core team to get all technical information required to communicate and workarounds to customers
• Report solution problems to various escalation teams, and follow-up on resolution
• In depth analysis of Database, in order to identify as well as resolve reporting issue
• Installing, configuring, monitoring and troubleshooting network problems of servers and diagnosing and solving faults.
• Testing (User Acceptance Testing, Manual Testing, Black Box Testing, Functional Testing) of solutions, in order to get the bug free solutions.
• Documentation (i.e. User Manuals, Site Pre-Requisite and Standard Operation Procedure).

公司标识
PS Engineer - Application Support
Apollo Telecom (Pvt) Ltd.
Feb 2015 - May 2017 | Islamabad, Pakistan

• Manage escalations to provide support to our solutions with proper follow up, unless the issue is resolved.
• Manage a diverse and complex scope of support issues directly related to the use of solutions with effective technical and customer skills to ensure the highest level of customer satisfaction.
• Analyze complex business/technical problems and deliver solutions in a proactive, self-directed manner
• Resolving complex application technical issues through investigation and providing a walk through solution directly to the client via email and phone.
• Ensure follow up with clients and provide seamless updates on open issues.
• Effectively interact with other members of the team to provide solutions to complex technical issues.
• Collaborate with core team to get all technical information required to communicate and workarounds to customers
• Report solution problems to various escalation teams, and follow-up on resolution
• In depth analysis of Database, in order to identify as well as resolve reporting issue
• Installing, configuring, monitoring and troubleshooting network problems of servers and diagnosing and solving faults.
• Testing (User Acceptance Testing, Manual Testing, Black Box Testing, Functional Testing) of solutions, in order to get the bug free solutions.
• Documentation (i.e. User Manuals, Site Pre-Requisite and Standard Operation Procedure).

公司标识
QA & Support Engineer
Cerebellum Creative Corporation
Aug 2014 - Feb 2015 | Rawalpindi, Pakistan

• Writing and Executing the Test Cases
• Detailed Functional and Non Functional Testing.
• Perform bug fix verification validation
• Develop converting requirements, maintain, execute, and present test plan to rigorously test product functionality
• Black box testing of each module and phase of system
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Making checklist of features in SRS document.
• Gathering customer requirement’s

学历

University Of Engineering & Technology Taxila
学士, Bachelors in Engineering, Bachelor of Engineering in Information Technology‎
Software Engeering, Database System, Computer Network
CGPA 2.9/4
2014
KRL Model College For Boys Kahuta
中级/A级, 理学院(工程预科), HSSC‎
Mathematics, Physics, Chemistry
等级 B
2010
KRL Model College For Boys Kahuta
大学入学/0级, 科学, SSC‎
Mathematics, Physics, Chemistry
等级 A
2008

技能

4 年 Communicaitons
4 年 customer satisfaction
4 年 Customer Service Operations
4 年 Database Applications
4 年 Deployment Strategies
4 年 flexibility
3 年 MS SQL Server
4 年 Operation Monitoring
3 年 Oracle 8i-11g
4 年 Problem Analysis
4 年 Problem Solving
3 年 Quality Assurance Processes
3 年 Root Cause Problem Solving
4 年 SLA
3 年 Tech-Savviness
4 年 Technical Service Delivery
4 年 Technical Support L2
4 年 Testing Services
3 年 Tomcat
4 年 troubleshooting
4 年 Web technologies

语言

熟练 英语
熟练 乌尔都语

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