Artificial intelligence
Usama Ahmad Khan
Customer Support Engineer
Islamabad,IS
Summary
Technology-oriented individual with the ability to deliver product fixes and troubleshoot technical problems quickly. A confident Customer Support Engineer in a Cloud Computing company with expertise in help desk environments assisting customers while promoting efficiency, respect and patience. Working in a technical firm has given me a chance to learn and enhance knowledge about various technologies and helpdesk environment has helped me in enhancing my communication skills, professional skills, teamplayer skills, leadership skills and to achieve customer satisfaction.
Overview
2
2
Languages
3
3
Certifications
4
4
years of post-secondary education
1
1
year of professional experience
Work History
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.
Education
Bachelor in Electrical Engineering - Telecommunications
Air University
Islamabad, Pakistan. 09.2015 - 06.2019
Skills
Helpdesk administration
Technical Support
Citrix Administration
Microsoft Windows Server Administration
Hypervisors ie Nutanix, KVM, Hyper-V, Azure
Managing Virtual Machines and Virtual Desktop Infrastructure
Windows Operating System Administration and Management
Troubleshooting of Desktop and Server issues along with third-party applications and hardware issues
MS Office Products ie MS Outlook, Excel, Word, Powerpoint, Teams, Skype, OneNote etc
Cisco Routing and Switching
Call triaging
Application and Desktop support
Technical Analysis
Debugging skills
Communication Skills
Team Player
Leadership
Quick Learning
Multitasking
Outside the box thinking
Self-education
Tickets Escalation
Certification
Cisco Certified Network Associate (CCNA)
Accomplishments
- An excellent record for Customer Satisfaction with 99% good feedback rate from customers.
- Constantly appreciated by my Managers and Seniors for resolving critical issues, excellent customer dealing, quickly learning new skills and fast pace.
- Collaborated with my team and other technical teams in the development and deployment of different Virtual Desktop infrastructures, Cloud Infrastructure and Windows Servers Projects.
- Documented and resolved various desktop, server and application issues which led to customer satisfaction and to save trouble in future deployments.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Additional Information
- Comfortable to work remotely.
- Reliable internet connection with quiet environment.
- Flexible to work at any shift.
Interests
Ongrowing Technology
Tech gadgets
Research Articles and Videos
Travelling
Latest Vehicles
Indoor gaming and Outdoor Sports
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References
Reference available on request.
Quote
Always commit what you can deliver.
Timeline
Cisco Certified Network Associate (CCNA)
01-2021
[Microsoft Certified Solutions Expert] Training - [November 2019 - February 2020] - Corvit Systems, Islamabad
02-2020
[Cisco Certified Network Associate] Training - [November 2019 - January 2020] - Corvit Systems, Islamabad
01-2020
Customer Support Engineer
dinCloud, Inc.
10.2019 - Current
Bachelor in Electrical Engineering - Telecommunications
Air University
09.2015 - 06.2019