Leadership and Team Development 2024
Khurram Abbas
Technical Support Specialist
Lahore,Lahore, Pakistan
Personal Information
Title: Technical Support Specialist
Summary
Detail-oriented Technial Support Engineer with extensive experience in tech support, and customer service. Currently serving as a Tech Support Specialist at Premier BPO where I contribute to the investigation and resolution of complex technical issues at all levels (L1 & L2). With a proven track record of providing exceptional tech support, I am committed to delivering solutions that meet and exceed the expectations of clients. With my technical knowledge and commitment to excellence, I am confident that I can make a valuable contribution to any organization needing a dedicated Technical Support Engineer.
Overview
1
1
2
2
Problem Solving Skills 2023
3
3
Communication Skills 2022
4
4
Time Management 2023
7
7
years of professional experience
8
8
years of post-secondary education
Work History
Technical Support Specialist
Premier BPO
Lahore, Pakistan
05.2023 - Current
- At Peak Technologies, we provide technical support to facility managers at FedEx and Walmart warehouses.
- Efficiently receive and address inbound interactions from clients, internal members, and external users, delivering timely resolutions.
- Determining the root cause of technical issues and fix them using MobaXterm SSH client.
- Effectively communicate and raise requests via email/phone to perform power cycles for the PCs located in warehouses, keeping clients up to date with the progress of the requests raised.
- Creating and resolving JIRA tickets, escalate to the QA team if issue falls under their domain.
- Monitor the performance of databases among FedEx and Walmart warehouses and proactively report incidents.
- Keeping ourselves updated with the changes in the SOPs or knowledge bases.
Senior Technical Support Specialist
Motive (Formerly Keeptruckin)
Lahore, Pakistan
12.2020 - 12.2022
- Served as a Senior Tech Support Engineer for the US and Canadian-based trucking industry, ensuring high levels of customer satisfaction through effective technical support and issue resolution.
- Demonstrated a high level of technical expertise and an ability to communicate complex technical concepts to non-technical stakeholders, contributing to a positive and collaborative team culture.
- Conducted thorough analysis of data to determine the impact and prevalence of issues related to Dashcams, Vehicle Gateway, and Asset Gateway devices.
- Investigated technical support requests and escalated complex issues to appropriate individuals, collaborating closely with cross-functional teams to ensure timely and effective resolutions.
- Collaborated with customers to identify and troubleshoot technical issues, providing prompt and accurate resolutions to minimize downtime and improve operational efficiency.
- Maintained highest C-SAT score among the team for last 2 quarters of 2022.
Limousine Dispatcher
Sunny's Worldwide Chauffeured Transportation
Lahore, Pakistan
03.2020 - 08.2020
- Managed multiple limousine projects based in Manhattan, NY at the aforementioned dispatch center.
- Provided hassle-free transportation services to our regular clients throughout NYC, taking full ownership of reservations, coordinating with chauffeurs, and accommodating any last-minute changes in reservations.
- Created new reservations for clients over the phone or email.
- Giving wake-up calls to drivers for early pick-ups. Tracking flights for airport pick-ups for any delays or unexpected cancellations to avoid No-shows.
Customer Support Specialist (Uber)
Mindbridge Private Limited
Lahore, Pakistan
09.2018 - 03.2020
- Mindbridge is a BPO organization catering numerous national and international projects such as Careem, Uber, Uber Eats, Revolut and Telenor.
- We provided customer support to driver-partners and riders from South-Africa, Kenya and Ghana on the phone and in-app messages. It also included resolving technical issues and cash-related disputes between riders and drivers, providing reimbursement if the party is eligible for any.
- Escalated safety-related incidents to the IRT (Incident Response Team) to COE in Cairo.
- Kept customers up-to-date with the status of already reported queries.
- Maintained SLAs as per client's requirement by lowering AHT, and scoring decent QC evaluations by delivering accurate prompt resolutions.
Dispatcher
BM Global Inc
Lahore, Pakistan
06.2017 - 07.2018
- Closely monitored dispatch board to triage and prioritize rides created by customers, making sure that they get catered by drivers available in the area.
- Received Inbound calls from customers, create and assign rides to drivers to ensure timely pick ups.
- Provided resolutions to riders and drivers whenever they face any technical issue with the ride resulting in a higher than usual fare.
- Documented lost and found queries from internal and external stakeholders along with reporting incidents of verbal/physical altercations among riders and drivers.
Education
Bachelors in Computer Science -
Virtual University of Pakistan
Lahore, Pakistan 02.2018 - 07.2022
FSc Pre-Engineering -
Fazaia Inter College
Lahore, Pakistan 03.2015 - 03.2017
Matriculation -
Fazaia Inter College
Lahore, Pakistan 03.2013 - 02.2015
Skills
- Software Troubleshooting
- Hardware Troubleshooting
- Fleet Management System
- Techincal Support
- Problem Solving
- Attention to detail
- Proefficient with Atlassian, JIRA and other ticketing softwares
- Mobaxterm
- MS Teams, Slack, Hangouts
- Genesys, 8x8, Ring Central
- Professional telephone demeanor
Certification
- Communication Skills, 2023, International Business Management Institute - Berlin, Germany.
- Problem Solving Skills, 2023, IBMI - Berlin, Germany.
- Leadership and Team Development, 2023, IBMI - Berlin, Germany.
- Time Management, 2023, IBMI - Berlin, Germany.
- Diploma in Professional Career Skills , 2024, IBMI - Berlin, Germany.
Timeline
Technical Support Specialist
Premier BPO
05.2023 - Current
Senior Technical Support Specialist
Motive (Formerly Keeptruckin)
12.2020 - 12.2022
Limousine Dispatcher
Sunny's Worldwide Chauffeured Transportation
03.2020 - 08.2020
Customer Support Specialist (Uber)
Mindbridge Private Limited
09.2018 - 03.2020
Bachelors in Computer Science -
Virtual University of Pakistan
02.2018 - 07.2022
Dispatcher
BM Global Inc
06.2017 - 07.2018
FSc Pre-Engineering -
Fazaia Inter College
03.2015 - 03.2017
Matriculation -
Fazaia Inter College
03.2013 - 02.2015
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