Faizan Anjum
Lahore
Summary
Dynamic Technical Support Engineer with a proven track record at EaZy-Q SmartMatrix, enhancing customer satisfaction through expert QMS support and collaboration with product teams. Skilled in Python and excellent communication, I developed a knowledge base that reduced support tickets by 10%, showcasing my problem-solving and analytical abilities.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Technical Support Associate
OneStream Live
Espoo, Finland
05.2024 - Current
- Diagnosed software, hardware, and API issues, ensuring a resolution rate of over 99%.
- Analyzed logs, network traffic, and API responses for troubleshooting.
- Mentored new hires, improving team efficiency.
- Streamlined support workflows, cutting resolution time by 15%.
Technical Support Engineer
EaZy-Q SmartMatrix
Lahore, Pakistan
04.2023 - 04.2024
- Provided expert QMS support to a diverse customer base, maintaining a high resolution rate.
- Collaborated with product development teams to identify and troubleshoot software bugs.
- Developed and implemented a knowledge base article on a frequently encountered QMS issue, leading to a 10% reduction in support tickets.
- Diagnosed and resolved complex technical issues to ensure optimal system functionality.
Technical Support Engineer
Sybrid Private Limited (Lakson Group)
Lahore, Pakistan
01.2022 - 03.2023
- Delivered technical support to Stormfiber customers via phone, resolving inquiries, and troubleshooting technical issues.
- Installed, configured, and maintained hardware and software for optimal system performance.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Education
Bachelor of Science - Computer Science
National College of Business Administration & Economics
Lahore, Punjab, Pakistan07.2023
High School Diploma -
Unique Group of Institutions
Lahore , Pakistan04.2018
Skills
- Hardware and Software Installation and Configuration
- Problem Solving
- Analytical skills
- Technical analysis
- Customer success management
- Incident management
Certification
- Technical Support Fundamentals, 2022
- Foundations of Cybersecurity, 2023
- C For Everyone: Programming Fundamentals, 2021
- C++ For C Programmers, Part A, 2021
Timeline
Technical Support Associate
OneStream Live
05.2024 - Current
Technical Support Engineer
EaZy-Q SmartMatrix
04.2023 - 04.2024
Technical Support Engineer
Sybrid Private Limited (Lakson Group)
01.2022 - 03.2023
Bachelor of Science - Computer Science
National College of Business Administration & Economics
High School Diploma -
Unique Group of Institutions
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