MS SQL
Hassan Noor
Technical Support Engineer
Lahore,PB
Summary
Astute Technical Support Engineer with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Manager of Operations
Instant Virtual Assistants
Lahore, Pakistan, Punjab
02.2023 - 01.2024
- Reduced process bottlenecks by training and coaching 6 new employees on practices, procedures, and performance strategies.
- Evaluated 11 employee performance regularly, promoting professional growth opportunities through coaching methods.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Collaborated with other department heads to align organizational goals and maximize efficiency across all departments.
- Championed adoption of new technologies and digital transformation initiatives to streamline operations, enhance data-driven decision-making capabilities, and ultimately boost overall organizational performance levels.
- Created and executed strategic plans aimed at increasing profitability while maintaining exceptional customer service standards.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
Technical Support Engineer
Epazz
Lahore, Pakistan
10.2017 - 11.2022
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Served as escalation point for challenging technical inquiries, handled over 30+ customer complaints in a day, demonstrating expertise in product knowledge and problem-solving abilities.
- Developed 4 User Manuals for customers and 2 comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Prevented potential system disruptions by conducting regular maintenance checks on client equipment and software installations.
- Updated and maintained current customer support database.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Configured and tested new software and hardware.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Mentored junior members of team on best practices in issue resolution techniques.
Education
Bachelor of Science - Software Engineering
University of Management & Technology
Lahore, Pakistan 09.2013 - 09.2017
Skills
Complaint Management
System Configuration Changing
Technical Troubleshooting
Problem-solving abilities
Technical Support
Database Management
Ticket management
Training and mentoring
Customer service expert
Software
MS Access
MS Database Management
Adobe Photoshop
Adobe Premier Pro
Timeline
Manager of Operations
Instant Virtual Assistants
02.2023 - 01.2024
Technical Support Engineer
Epazz
10.2017 - 11.2022
Bachelor of Science - Software Engineering
University of Management & Technology
09.2013 - 09.2017