Hasnat Rasool
L2 Technical Support Engineer
Lahore, Punjab,PB
Summary
Flexible Technical Support Engineer with 5 years of experience helping clients maintain smooth operations. Expertise in SaaS based systems and Technical support management environments.
Experienced in SaaS based within different industries like supply chain (Pivot88) and shift scheduling tools (Humanity, Aladtec). Having Detailed understanding of CRMs like Salesforce & Microsoft Dynamics. Apart from this, proficient in English speaking and having vast experience in the customer support field. Very proficient in communication skills and dealing with end-users and help them resolve the issue promptly, keeping in mind the SLA%. Capable of working in a fast-paced team environment even with 24/7 rotational shifts.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
L2 Technical Support Engineer
TradeBeyond
Lahore
04.2024 - Current
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
L2 Technical Support Engineer
Pivot88
Lahore, Punjab
11.2022 - 04.2024
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns while managing 30 plus queries from clients.
- Mentored junior members of team on best practices in issue resolution techniques.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
Tier 2 Support Technician
TCP Software
Lahore, Punjab , Punjab
03.2022 - 11.2022
- Documented incident reports, ensuring accurate record-keeping for future reference and analysis.
- Facilitated smooth transitions for clients during system upgrades or migrations by providing clear instructions and guidance throughout process.
- Prioritized workload effectively, ensuring prompt response times even during periods of high call volume.
- Escalated critical incidents to appropriate parties for timely resolution, resulting in minimized downtime for clients.
- Enhanced customer satisfaction by promptly addressing and resolving complex technical issues.
- Served as a mentor to junior technicians, sharing best practices and fostering professional development.
- Conducted root cause analysis on recurring issues, leading to long-term improvements in product quality and user experience.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Tier 1 Support Technician
TCP Software
Lahore, Punjab, Pakistan
07.2021 - 05.2022
- Delivered exceptional customer service through active listening and empathetic problem-solving techniques.
- Enhanced team productivity by sharing knowledge of industry best practices and emerging technologies.
- Identified recurring system issues, escalating them to relevant departments for further investigation and resolution.
- Improved customer satisfaction by providing timely and efficient technical support for software and hardware issues.
- Handled sensitive client data responsibly, adhering to strict privacy policies and maintaining confidentiality at all times.
- Provided remote support for end users, resolving software installation and configuration issues efficiently.
- Managed high-pressure situations calmly, maintaining professionalism while addressing customer concerns effectively.
Technical Support Specialist
Systems Limited
Lahore, Punjab
03.2020 - 07.2021
- Provide reporting and managing tickets using Ticket Management Tools and ensure that prompt support is provided.
- Troubleshooting system performance and providing end-to-end resolutions to software or hardware queries raised by user
- Resolving problems within the tools being used by organizations (Active Directory, CMD, Team Viewer & O365, etc.).
- Answer & deliver user inquiries and requests regarding operating system, computer applications, security alerts, networking, SharePoint, phone, internet connectivity, POS systems, Microsoft Dynamics AX, printer and scanner etc.
- Keep healthy relationship with clients and customer satisfaction ensured.
- Ensuring customers are well guided and treated on values.
- Medium between client and internal resources.
- Ticket resolution SLA meet requirements.
Customer Service Representative
Systems Limited
11.2017 - 03.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Product Support Executive
FutureNow Technologies
Lahore, Punjab, Pakistan, Punjab
02.2017 - 11.2017
- Receiving incoming calls landed automatically.
- Taking order from customers as per their requirements.
- Offering specials deals to customers to boost company sales as per company policies.
- Up selling process in each and every call.
- Calling back to customers to verify their order and address and further confirming it.
- Sending orders to relevant stores after verification and confirmation.
- Handling high call volume for both processes. Order taking and order verification.
- Managing order verification process according to company policies.
Bot Developer (Ubot Studio)
Virtual Expert Solutions Inc.
Lahore, Punjab
08.2015 - 08.2017
- Established and created tools to automate web tasks
- Web Automation & Scraping Tools
- To create Web Marketing Tools
- To interact with existing customers and to provide live support for tools
- Managing customer queries through Ticketing system.
Education
Bachelor of Science - Information Technology
Virtual University of Pakistan
Lahore, Punjab, Pakistan 02.2016 - 07.2021
Associate of Science - Computer And Information Sciences
BISE Lahore
Lahore, Punjab, Pakistan 03.2009 - 08.2011
Skills
Technical Support
Technical Troubleshooting
System Troubleshooting
Problem-Solving
Remote Support
Ticket management
Technical Documentation
Application support
Languages
English
Native language
English
Upper intermediate
B2
Certification
MySQL
Timeline
L2 Technical Support Engineer
TradeBeyond
04.2024 - Current
MySQL
12-2022
L2 Technical Support Engineer
Pivot88
11.2022 - 04.2024
Tier 2 Support Technician
TCP Software
03.2022 - 11.2022
Tier 1 Support Technician
TCP Software
07.2021 - 05.2022
Technical Support Specialist
Systems Limited
03.2020 - 07.2021
Customer Service Representative
Systems Limited
11.2017 - 03.2020
Product Support Executive
FutureNow Technologies
02.2017 - 11.2017
Bachelor of Science - Information Technology
Virtual University of Pakistan
02.2016 - 07.2021
Bot Developer (Ubot Studio)
Virtual Expert Solutions Inc.
08.2015 - 08.2017
Associate of Science - Computer And Information Sciences
BISE Lahore
03.2009 - 08.2011
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