Anas Badr Naqvi
Remote Support Specialist
Karachi,SD
Summary
Experienced Remote Support Specialist, with 11+ years of experience.
Excellent reputation for resolving problems and improving customer satisfaction. Remarkable experience in providing excellent customer service in technical or non-technical environments with empathy.
- Excellent written and verbal communication skills with the ability to explain complex topics to customers in a simple way. Able to work in a fast-paced environment & proficient in learning.
- Remarkable ability to listen and respond effectively to repetitive questions with composure.
- Strong time management and organization skills with the ability to manage and prioritize varied client requests. Ability to work independently and resolve site issues.
- Desire to learn and grow on the Customer Support team, both deeper into the technical product knowledge or into leadership opportunities.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Remote Lead Network L2 Support Engineer
Wi Tribe Pakistan
Karachi, Sindh
01.2014 - Current
- Performed team management of 24*7*365 for Network Operations Support team.
- Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all promptly, by organizational standards.
- Work collaboratively as part of global Remote Support Team.
- Provide direction and mentoring daily for all Remote Support Engineers and develop and manage training plans for new engineers.
- Drive continuous improvement in working practices and quality of customer support
- Perform annual performance appraisals for all Remote Support Engineers
- Maintain positive attitude while engaging with customers and internal team members.
- Identify and recommend updates based on customer feedback about products, FAQs, services, and more.
Remote NOC Support Engineer
Wi- Tribe Pakistan
Karachi, SD
04.2010 - 12.2013
- Processes and distributes incoming and outgoing email & chats for multiple clients per established SLA.
- Handling incoming calls, emails, and chats from customers and documenting relevant information as needed.
- Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions
- Interfaces with team members, management, and customers about customer service issues.
- Records calls, processes request and updates account history with results of inquiry to include proper documentation
- Drove operational improvements which resulted in savings and improved profit margins.
Telecom RAN Engineer
Relacom
Karachi, Sindh
05.2008 - 03.2009
- Managing technical documentation.
- Site Audit for Preventive/Corrective Maintenance.
- Managing technical documentation.
- Managed and optimize field operation activities to ensure timely and qualitative maintenance of network as per KPIs.
- Commissioning, integration and troubleshooting of Motorola BCU & DAP (Access Point Hardware).
- Configuration and troubleshooting of Dragonwave Horizon Compact Microwave links.
Education
Bachelor of Engineering - Electronics
Hamdard University
Pakistan 01.2004 - 01.2008
Skills
IELTS Score 7
undefinedTimeline
Remote Lead Network L2 Support Engineer
Wi Tribe Pakistan
01.2014 - Current
Remote NOC Support Engineer
Wi- Tribe Pakistan
04.2010 - 12.2013
Telecom RAN Engineer
Relacom
05.2008 - 03.2009
Bachelor of Engineering - Electronics
Hamdard University
01.2004 - 01.2008
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