Sheraz Awaz
Technical Support Specialist
Lahore, Punjab,PB
Summary
Dynamic Technical Support Specialist with a proven track record at Premier NX, excelling in troubleshooting complex issues and enhancing customer satisfaction. Skilled in remote diagnostics and effective communication, I successfully trained AI models for major clients, driving operational efficiency and delivering impactful solutions. Adaptable and results-oriented, I thrive in fast-paced environments.
Overview
9
9
years of professional experience
5
5
Certifications
Work History
Technical Support Specialist
Premier NX
02.2024 - Current
- Trained Al models for major global clients, including Walmart and FedEx, utilizing precise human input for machine learning algorithms.
- Diagnose and resolve complex technical issues reported via email, phone, and support tickets.
- Monitor system performance and network conditions proactively to mitigate potential escalations.
- Manage the full lifecycle of support tickets, prioritizing tasks to maintain high customer satisfaction levels.
- Maintain detailed technical documentation and reports on customer interactions to improve future support efficiency.
Customer Support Executive
Ibex
02.2023 - 11.2023
- Managed multi-channel communications, including inbound and outbound calls, emails, and online chat portals.
- Resolved customer complaints and technical inquiries regarding company products and services.
- Processed financial transactions, including invoices, payments, claims, and returns with high accuracy.
- Achieved key performance indicators (KP|s), such as average handling time and queue wait times.
- Generated data reports using internal systems to support operational decision-making.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Senior Event Marketing Manager
Streamline Integrated Marketing Solutions
04.2017 - 12.2019
- Oversaw large-scale corporate event planning and execution, including Gulf Food and Pakistan Super League (PSL).
- Negotiated and finalized vendor contracts and managed event budgets and financial planning.
- Monitored event activities closely, addressing issues and providing timely solutions as needed.
- Established a robust network of vendors and suppliers, ensuring cost-effective solutions without sacrificing quality or service levels.
- Built strong relationships with key industry influencers, increasing brand awareness and credibility in the market.
Education
Bachelor of Science - Bachelor of Information Technology
Federation University Australia
Victoria, Australia11-2007
Bachelor of Science - Bachelor of Information Technology
Federation University Australia
Victoria, Australia11-2007
Skills
Troubleshooting and diagnosing
Technical troubleshooting
Remote diagnostics
Excellent Communication
Adaptability and flexibility
Certification
AWS Certified Cloud Practitioner
Timeline
Microsoft Certified Systems Engineer
11-2025
Mastering Prompt Engineering
10-2025
AWS Certified Cloud Practitioner
09-2025
IT Service Operations
04-2025
Salesforce Al Fundamentals
03-2025
Technical Support Specialist
Premier NX
02.2024 - Current
Customer Support Executive
Ibex
02.2023 - 11.2023
Senior Event Marketing Manager
Streamline Integrated Marketing Solutions
04.2017 - 12.2019
Bachelor of Science - Bachelor of Information Technology
Federation University Australia
Bachelor of Science - Bachelor of Information Technology
Federation University Australia