Usama Ahmad Khan

Customer Support Engineer

dinCloud, Inc.

Clarksville, Tennessee

10.2019 - Current

Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
Answered call, emails and arranged meetings at help desk to assist customers with basic support, bug fixes and configuration issues.
Escalation of Tasks/tickets to the concerned teams and make sure they are resolved in a timely manner.
Maintain and follow through on ongoing customer concerns until issue is resolved.
Working and collaborating with other teams and vendors for scheduling, maintenance, process development,resolving customer issues etc.
Used remote diagnostic tools to identify sources of certain customer issues.
Investigated and corrected problems with Citrix Virtual desktops and Apps, Microsoft Windows Servers, Windows Operating Systems, Dell Quest vWorkspace VDI, Nutanix Hypervisor, internal cloud infrastructure and other third-party Application.
Managed system-wide operating system and software deployments, as well as related software upgrade problems or hardware compatibility problems.
Created and upgraded Virtual Machines on Nutanix, KVM, Hyper-V and Azure.
Deployment of Microsoft Windows Servers 2012, 2012 R2, 2016 and 2019.
Deployment of Active Directory Domain Controller, File Server, Remote Desktop Session Host, DNS, Group Policy Management, configuration of FSMO roles and Server Migration.
Deployment of Citrix Virtual Desktop infrastructure including Storefront Server, Delivery Controller, Netscalar and Remote Desktops/Application.
Set up hardware and software in optimal configurations to meet network performance requirements.
Explained complex technology-related issues in understandable terms to customers.
Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Diagnosed and executed resolution for all system and application issues.
Delivered network/server technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Eliminated downtime and maximized revenue by providing top project quality control.
Working remotely from home since March 2020 due to Coronavirus pandemic. Prior to that, working from dinCloud's office in Islamabad, Pakistan.