Muhammad Asif
Bagnotar,KP
Summary
I, have sufficient experience of 4+ years in IT with domain knowledge of Real-time apps, Telecom Software, Finance and Banking applications, and Automotive Industry solutions.
Experienced L1 and L2 Technical Customer Support Engineer with a proven track record of delivering exceptional technical assistance and troubleshooting solutions. Skilled in diagnosing and resolving hardware, software, and network issues promptly to ensure minimal downtime and maximum customer satisfaction. Proficient in providing clear and concise instructions to users of all technical levels. Adept at documenting processes and collaborating with cross-functional teams to enhance product functionality and customer experience.
Overview
4
4
years of professional experience
Work History
Collections Agent
Crossover
10.2023 - 01.2024
- Researched accounts and completed due diligence to resolve collection problems.
- Responded to customer inquiries and provided detailed account information.
- Used skip tracing and other techniques to locate debtors.
- Contributed to apositive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Developed expertise in multiple collections software systems for a seamless transition between different clients'' needs.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
Senior Technical Support Engineer
Miracle Zone Pvt Ltd Islamabad
02.2020 - 01.2024
- Diagnosing Technical issues and providing a relevant Action Plan to Client, so that we can provide an outstanding Technical Support and Excellent customer service
- Handling Calls and provide remote sessions and action plans to our Client
- Self-assessment of data to know the points, where improvement is required.
- Following quality standards set by the quality management team.
- Managing company SSL and DNS domain registrar accounts and operations
- Windows Active Directory & DNS implementation and administration
- Providing Amazon AWS and Linux/Windows expertise to Development and other company teams
- Trained new employees and explained protocols clearly and efficiently.
- Assisted customers with technical issues via email, live chat and telephone.
- Researched, documented and escalated cases to higher levels of support according to internal procedures
- Managed customers' expectations and experience to a high degree of customer satisfaction.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- SOP Servers Windows 2003, 2008 & 2012
- Troubleshooting Servers.
- Maintenance of Servers on weekly basis.
- Efficient timely Troubleshooting.
- Create a Microsoft 365 group.
- Manage a Microsoft 365 group.
- Manage users: Add users and assign licenses at the same time, Delete or restore users, or Reset a user's password.
L0 Support Engineer
Crossover
03.2023 - 06.2023
- Contributed to the continuous improvement of internal processes by suggesting changes based on analysis of recurring problems and trends within the system environment.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Handle support tickets from various businesses.
- Reporting & Analysis
- Automation
- Data Analysis
- Quality Control
Senior Cloud Engineer
Crossover
11.2021 - 12.2022
- System Administration: Docker, Linux, Windows, Kubernetes.
- Amazon AWS Administration and Operations extensive work experience with a wide array of AWS service offerings (EC2, S3, VPC, Route53, VM Import, Cloudwatch, SES, IAM etc.).
- Delivering product expertise through 24/7 On-call high severity support.
- Worked with teams of talented software engineers to define, build, and maintain cloud infrastructure.
- Resolving AWS Issue.
- SSL Certification and license issues.
- Infrastructure Issue.
- Driving Change & Access Management Process Implementation.
- Windows Active Directory & DNS implementation and administration.
- Supported multi-cloud environments by designing unified operational processes for seamless management of diverse systems.
Education
Designing And Implementing A Data Science Solution - Certified
Microsoft
08.2023
Microsoft Certified Solution Expert - Certified
Corvit Network
Pakistan01.2021
Computer Software Engineering -
Islamic International University, Islamabad
Islamabad, Pakistan01.2020
Skills
- Comprehensive problem solving abilities
- Excellent verbal and written communication skills
- Exceptional listening, convincing and negotiating skills
- High energy levels & enthusiasm with the ability to work in a dynamic environment
- Thorough knowledge of Microsoft windows operating systems and Mac
- Troubleshooting proficiency
- Patient and diligent
- Microsoft Office expert
- Strong ActiveX troubleshooting skills
- Proficient in Networking, Printers, PC Security systems
- Ability to deal with people diplomatically
- Expertise in data network security analysis, switching and routing configuration
- Willingness to learn
- ● Operating Systems:
- ○ Linux:
- ○ CentOS
- ○ Amazon Linux 2
- ○ Ubuntu
- ○ Windows Server
- ● Virtualization:
- ○ Docker
- ○ VMware
- ○ vSphere
- Confluence and Jira
- Software Development Lifecycle
- Agile Methodologies (Scrum, Kanban)
Timeline
Collections Agent
Crossover
10.2023 - 01.2024
L0 Support Engineer
Crossover
03.2023 - 06.2023
Senior Cloud Engineer
Crossover
11.2021 - 12.2022
Senior Technical Support Engineer
Miracle Zone Pvt Ltd Islamabad
02.2020 - 01.2024
Designing And Implementing A Data Science Solution - Certified
Microsoft
Microsoft Certified Solution Expert - Certified
Corvit Network
Computer Software Engineering -
Islamic International University, Islamabad
Similar Profiles
Shailesh SavlaShailesh Savla
SERVICE OPERATION & DELIVERY MANAGER at CrossoverSERVICE OPERATION & DELIVERY MANAGER at Crossover
Oindrilla DasOindrilla Das
Sr. Software Testing Engineer - Remote at CrossoverSr. Software Testing Engineer - Remote at Crossover
Muhammad AwaisMuhammad Awais
Software Engineer at CrossoverSoftware Engineer at Crossover
Venkatesh SundaresanVenkatesh Sundaresan
Software Chief Architect Engineer at CROSSOVERSoftware Chief Architect Engineer at CROSSOVER
Dr Syed Asif Ali ShahDr Syed Asif Ali Shah
Project Director at UET Peshawar (Abbottabad Campus)Project Director at UET Peshawar (Abbottabad Campus)