Dur E Nayab

• Document, maintain and undertake upgrading or replacement of hardware and software systems, ensuring their reliability and functionality
• Collaborate seamlessly with internal teams and clients, actively participating in execution of ongoing and new projects, fostering productive partnerships
• Spearhead automation efforts, enhancing team efficiency by automating manual tasks and refining tools that streamlined daily operations
• Efficiently receive and address inbound incident requests from clients, internal members, and external users, delivering timely solutions
• Identifying potential changes and system enhancements
• Develop scripts as needed to support application deployments and optimize existing workflows, contributing to operational efficiency
• Instruct customers on system operation and maintenance, ensuring their proficiency in utilizing system capabilities
• Participate in after-hours support rotations, prioritizing user support to maintain infrastructure availability during crucial production hours
• Provide guidance and training to fellow technical support staff on both technical and procedural aspects
• Collaborate with customers to implement configuration changes and deploy product enhancements, enhancing system functionality
• Assisted higher-tier engineering staff in comprehensive problem research and diligently document findings to facilitate effective issue resolution.

Triage critical customer issues and provide technical guidance for customer engagement, ensuring customer satisfaction is maintained at all times

• Proactively handle escalations and respond to issues in JIRA tickets, resolving them in timely manner and keeping stakeholders informed throughout
• Responsible for providing root cause analysis for reported bugs, and working with cross-functional teams to implement fixes efficiently and effectively
• Determined best approach to resolve support issues related to Motive's back-end, front-end, and mobile resources, taking into account underlying data, hardware, and processes to minimize user disruption
• Perform in-depth analysis of data using analytical tools Redash and Datadog to determined impact and prevalence of issues, providing insights to drive improvements in product and service offerings
• Traced origin of data inconsistencies and bugs using data and tools, determining the root cause, and reporting to Back-end Engineering & Product team for resolution
• Actively work a wide range of company-level audits when requested
• Create and contribute to the Knowledge base and documentation of Motive's software and hardware processes, ensuring that the documentation is up-to-date and readily available for all stakeholders
• Provide training to other Tier 2 level Technical Support Engineers and assist them with ongoing issues influx, contributing to the continuous improvement of the Technical Support team.

• Successfully manage day-to-day escalations to meet customer requirements, while maintaining high levels of customer satisfaction
• Possess hands-on experience in resolving support issues related to KT's Front-end/Mobile category, determining what changes need to be made to underlying data/process and applying them with minimal user disruption
• Regularly utilize tools developed by engineering team to modify erroneous user/driver data for resolving support issues, contributing to seamless issue resolution for customers
• Conduct systematic evaluation of existing tools to determine areas for improvement and work closely with engineering teams to develop tools that enable scalability and enhance overall support efficiency
• Expertise in determining root cause of errors/bugs causing downtime for products, leveraging data to identify data inconsistencies and bugs and report them to engineering teams
• Work on critical escalations and deliver timely resolution in cases of critical incidents to relevant stakeholders, ensuring customer satisfaction and retention
• Demonstrate strong leadership skills in training and updating internal knowledge for team members, empowering them with tools and resources to effectively resolve customer issues.

Served as Product Support Specialist for US and Canadian-based trucking industry, ensuring high levels of customer satisfaction through effective technical support and issue resolution

• Conducted thorough analysis of data to determined impact and prevalence of issues related to dashcams, Vehicle Gateway, and Asset Gateway devices, leveraging analytics tools like Looker to extract insights and inform support strategies
• 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
• Developed and maintained technical documentation, including knowledge bases, FAQs, and troubleshooting guides, to support ongoing learning and knowledge sharing across team
• Conducted training sessions for internal staff and external customers to facilitate effective product adoption and usage, improving overall customer satisfaction
• Demonstrated high level of technical expertise and a ability to communicate complex technical concepts to non-technical stakeholders, contributing to a positive and collaborative team culture.

• Worked as aSupport Specialist for client based in USA
• Strong analytical, diagnostics, and troubleshooting skills - ability to solve complex problems at scale
• Hands-on experience with Active Directory and Office 365 and Exchange
• Handled customer technical support cases through phone and email submission
• Extensively managed tickets using Ticket management system (Manage Engine & Zoho Desk)
• Study the details of each client's computing resources and internal business networks to determine what sort of performance and security issues may be likely to encounter to better troubleshoot problems remotely
• Provided resolutions to end-user tickets using Azure environments and Virtual machines
• Created SOPs for major and minor troubleshooting scenarios
• Monitored WAN and LAN connectivity, and developed detailed technical guides for networking issues
• Maintained client confidence by keeping their information confidential
• Strong communication skills, attention to detail, and being a self-starter
• Escalated product issues and enhancement requests to software development for resolutions
• Provided end-to-end resolutions to software or hardware inquiries raised by users
• Talked to users through a series of actions to resolve a problem
• Followed up with clients to ensure the problem is resolved
• Supported the roll-out of new applications
• Provided support in the form of procedural documentation
• Detail-oriented, with excellent analytical, technical, and problem-solving skills
• Testing and evaluating new technologies.

• Worked as assistant recruiter for international client based in USA
• Source potential candidates on niche platforms, like LinkedIn, Zip Recruiter, Indeed, Dice
• Have used Bullhorn as prime ATS for evaluating IT candidates
• Parse specialized skills and qualifications to screen IT resumes
• Perform pre-screening calls to analyze applicants' abilities
• Interview candidates combining various methods (e.g
• Structured interviews, technical assessments, and behavioral questions)
• Coordinate with onshore team to forecast department goals and hiring needs.