Naveed Rasheed
Sydney,NSW
Summary
Knowledgeable Lead Technical Support Engineer with robust background in leading technical support teams and resolving complex technical issues. 10 + years’ experience with diagnosing and resolving intricate technical problems and enhancing user satisfaction. Known for effective troubleshooting and problem-solving skills, consistently ensuring smooth system functionality. Highly collaborative team member focused on achieving results and adapting to evolving needs, with strong communication and technical skills.
Overview
18
18
years of professional experience
Work History
Support Engineer
COMMVAULT SYSTEMS, AUSTRALIA
04.2013 - Current
- Define and track code review requirements for the Development team(s)
- Participate in new product releases and beta cycles
- Ensure customer satisfaction through professionalism, good communication and timely issue resolution
- Recreate issues in-house and provide evidence where code review is required.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Collaborated with outside departments to implement system-wide improvements.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Connected to computer of client using remote link to install programs and applications.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Advanced client understanding of product capabilities by crafting clear and concise user guides, fostering increased adoption rates and overall satisfaction.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Provided [Type] support to [Type] users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Contributed to the growth of the support team by participating in the hiring process and mentoring new hires.
- Provided mentorship to junior support engineers, fostering culture of continuous learning and improvement.
- Participated in on-call rotations to provide 24/7 support, ensuring continuous system availability.
- Designed custom solutions for high-value clients, ensuring client retention and satisfaction.
- Streamlined communication between support and other departments, enhancing overall operational efficiency.
- Analyzed support ticket trends to predict and prevent future issues.
- Assisted in migration of support systems to cloud, improving scalability and reliability.
- Collaborated with development team to identify and fix software bugs, improving product reliability.
- Introduced peer review process for complex support cases, enhancing solution accuracy.
- Facilitated knowledge-sharing sessions, boosting team's ability to solve complex problems.
- Offered assistance in implementing and developing training programs.
- Developed and implemented preventive maintenance procedures.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
Technical Support Associate
COMMVAULT SYSTEMS
04.2012 - 03.2013
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Configured hardware, devices, and software to set up work stations for employees.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Authored technical requirement documentation to suit business goals and technological limits.
- Patched software and installed new versions to eliminate security problems and protect data.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Boosted network, system, and data availability and integrity through preventive maintenance and upgrades.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Undertook technical maintenance of various database systems.
- Collected and monitored incoming data from sources such as remote sensors, third party vendors, and visual inspection.
- Analyzed massive quantities of deep-dive information for Big Data projects.
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
- Consulted with sales personnel to answer customer questions with statistical analyses presented in easily digestible formats.
- Contributed to a positive work environment by consistently exhibiting a strong work ethic and dedication to customer satisfaction.
- Spearheaded cross-functional initiatives aimed at improving overall client experience through enhanced communication channels between departments.
- Navigated complex technical environments with ease, utilizing advanced problem-solving skills to address a wide range of issues effectively.
- Utilized remote assistance tools to diagnose and resolve technical issues, minimizing downtime for clients.
- Adapted quickly to changes in technology and support processes, ensuring seamless transitions for both clients and team members during updates or upgrades.
- Assisted in the training of new Technical Support Associates, fostering a culture of teamwork and continuous improvement within the department.
- Implemented proactive measures to prevent recurring technical problems, reducing support ticket volume.
- Collaborated with team members to develop comprehensive support strategies, enhancing overall service quality.
- Conducted regular follow-ups with customers after issue resolution, confirming their ongoing satisfaction with provided solutions.
- Educated clients on best practices for software usage, enabling them to maximize productivity and minimize disruptions.
- Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
- Demonstrated resilience in high-pressure situations, maintaining composure and focus on problem-solving even during peak support periods.
- Contributed to the creation of a comprehensive knowledge base for internal use, increasing efficiency within the support team.
- Developed extensive product knowledge to provide accurate and reliable information to customers during support interactions.
- Maintained detailed records of customer interactions and resolutions, facilitating data-driven improvements in support processes.
IT Support Engineer
COMPUTACENTER UK
10.2011 - 02.2012
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
IT Infrastructure Support Analyst
THE WHITE COMPANY
04.2011 - 06.2011
- Worked in team-driven environments and communicated effectively with stakeholders.
- Contributed to the development of IT policies, procedures, and best practices to promote operational excellence throughout the organization.
- Installed and configured software applications and databases and tested all solutions for effectiveness.
- Maintained secure data storage by conducting regular backups and implementing disaster recovery plans.
- Augmented overall system stability by performing thorough root cause analysis on reoccurring issues and implementing long-term solutions.
- Escalated highly critical issues to senior team members for effective resolution.
- Developed customized solutions for clients, tailoring infrastructure design to meet unique business needs.
- Streamlined IT processes, implementing automation tools to increase productivity.
- Improved network efficiency with the optimization of routing configurations and protocols.
- Implemented robust monitoring tools to track system performance metrics, enabling data-driven decision-making in infrastructure management.
- Delivered training sessions to team members on various aspects of infrastructure support, enhancing their skills and expertise.
- Designed and evaluated WAN and LAN connectivity technologies.
- Diagnosed and executed resolution for network and server issues.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Utilized source code control for tracking configurations and changes.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
First Line Support Analyst
FDM GROUP, UK
04.2010 - 03.2011
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions.
- Achieved high levels of customer loyalty through personalized service tailored to individual needs and preferences.
- Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
- Improved team efficiency by actively participating in training sessions and sharing acquired knowledge with peers.
- Upheld company reputation by adhering to strict confidentiality protocols when handling sensitive client data.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
Network and System Support Engineer
PEARL SECURITIES LTD.,
03.2008 - 08.2008
- Streamlined processes for diagnosing and fixing hardware, software, and network problems, resulting in quicker resolution times.
- Offered technical guidance and advised users of alternative approaches when troubleshooting.
- Acted as a liaison between users and vendors during software upgrades or installations to ensure minimal disruptions to daily business operations.
- Configured security settings and granted system access to groups and individuals.
- Monitored, tracked and prioritized new work requests at Help Desk within set response times.
- Implemented proactive monitoring tools for early detection of performance issues, enhancing overall system reliability.
- Performed troubleshooting and maintenance of existing network systems.
- Set up and administered [Type] and [Type] systems and configurations.
- Resolved issues related to operational components for LAN, WAN and voice systems.
Network and System Support Engineer
FIRST NATIONAL EQUITIES LTD.,
02.2007 - 02.2008
- Streamlined processes for diagnosing and fixing hardware, software, and network problems, resulting in quicker resolution times.
- Offered technical guidance and advised users of alternative approaches when troubleshooting.
- Acted as a liaison between users and vendors during software upgrades or installations to ensure minimal disruptions to daily business operations.
- Configured security settings and granted system access to groups and individuals.
- Maintained computer systems, installed and upgraded new systems.
- Defined enterprise processes and best practices and tailored enterprise processes for applications.
- Collaborated with outside departments to implement system-wide improvements.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
Education
Master of Science - Micro Electronic Systems And Telecommunications
University of Liverpool
Liverpool, UK09.2009
B.E - Computer And Information Systems
N.E.D. University of Engineering And Technology
Karachi, Pakistan09.2009
Skills
- Remote Support
- Troubleshooting skills
- Network Troubleshooting
- Hardware and software installation
- Technical Support
- User Support
- Software Support
- Technical Analysis
- System Administration
- Incident Management
- Application installations
- Hardware support
- Debugging skills
- Technical Documentation
- Backup and recovery
- Virtualization Technologies
- Programming
- ITIL Knowledge
- Teamwork and Collaboration
- Highly Professional
- Interpersonal Skills
- Organizational Skills
- Analytical and Methodical
Timeline
Support Engineer
COMMVAULT SYSTEMS, AUSTRALIA
04.2013 - Current
Technical Support Associate
COMMVAULT SYSTEMS
04.2012 - 03.2013
IT Support Engineer
COMPUTACENTER UK
10.2011 - 02.2012
IT Infrastructure Support Analyst
THE WHITE COMPANY
04.2011 - 06.2011
First Line Support Analyst
FDM GROUP, UK
04.2010 - 03.2011
Network and System Support Engineer
PEARL SECURITIES LTD.,
03.2008 - 08.2008
Network and System Support Engineer
FIRST NATIONAL EQUITIES LTD.,
02.2007 - 02.2008
Master of Science - Micro Electronic Systems And Telecommunications
University of Liverpool
B.E - Computer And Information Systems
N.E.D. University of Engineering And Technology