Technical Support Service

Abrar Ahmed C +91-994**-*****

*****.******@*******.*** Bangalore, India

Overall 14 years of experience / specialization in People Management, Customer Operations, Vendor Operations Management, Project Management, Product Release Management, Service Delivery, Knowledge Management, Transition Management, possessing sound knowledge of Hardware Systems, Operating systems and Video Conferencing solutions. Experience Details:

Alfardan Group Holding – Doha, Qatar.

The Alfardan Group is the holding company for a group of business entities within the Real Estate, Exchange, Jewelry, & Automobile industries

Project Lead – IT Infrastructure June 2014 – Dec 2016

Managed IT's increasing costs to obtain an appropriate return from IT investments.

Worked collaboratively with department heads to identify IT requirements, address issues and providing IT solutions.

Planned IT budgets to reflect the strategic goals of the business and ensure optimization of IT costs at all levels.

Actively monitored, assessed deployment, maintenance, upgrade and support of all IT systems.

Determined appropriate SLA levels with relevant business stakeholders to ensure the infrastructure is in place.

Achievements at Alfardan:

Successfully designed and implemented IT Policy across Alfardan Domain.

Successfully completed Polycom Video Conferencing Solution with Virtual Meeting Rooms and recording using HDX Codec and standalone desktop client.

Successfully completed Honeywell Access Control and CCTV System.

Successfully completed Office Automation solution with wireless control pads.

Supervised laying of Fiber Optic cable and setting up Network infrastructure.

Successfully completed installation of WiFi access points and Wireless Controller and its configuration with multiple SSIDs.

Cisco Systems Inc. (Cisco WebEx) – Bangalore, India. WebEx, a Cisco company, creates on-demand software solutions for companies of all sizes. WebEx is the global leader for web conferencing solutions based on the Software as a Service (SaaS) delivery model.

Account Manager – Technical April 2009 – June 2014

Manage Cisco complex technically-oriented projects or issues as assigned to enable partner or customer success deploying or using CTG (Collaboration technology group) products.

Work on deployments with new releases and bug fixes for audio & video issues.

Provides second/third level support for voice and video technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers.

Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.

Provides technology/product training and intellectual property material as required.

Acts as focal point for large account network problem resolution.

Effectively utilizes moderate to complex lab setups to recreate and solve problems.

Interacts across other technical teams and development teams at peer level.

Generate clear and concise documentation in the form of case notes, technical tips and white papers.

Ability to take ownership of the project or issue, capture partner/customer requirements, and drive to closure based on defined success criteria.

Secure timeline commitments from CTG functional organizations as needed to meet these success criteria.

Aggregate partner/customer feedback and technology requirements and communicate to Collaboration product teams

Coordinate technical training and knowledge sharing with appropriate Cisco / Partner/ Customer resources. Handling Tier-3 escalations.

Effectively communicate procedural and technical issues to internal and external customers.

Engage closely with Service Operations to ensure business/service continuity.

Maintain a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

Responsible for sharing all acquired knowledge concerning problem resolution.

Engagement and Customer Satisfaction through periodic & need-based programs.

Identify opportunities for “Business Process Improvements” and implement changes to attain operational efficiency.

Forecast the uncertainties, threats and prepare plans to meet demands without interruptions or delays.

Review production incidents with engineering groups. Aditya Birla Minacs - Bangalore, India Client: Microsoft India Aditya Birla Minacs provides customized business process outsourcing (BPO) solutions focused on core areas of capability: customer relationship management/contact centers, Minacs Marketing Solutions, knowledge and process outsourcing. The company combines expertise in these areas to improve revenue, customer service, and operating margin for Fortune 500 clients. Tech Lead / Technical Support Engineer / Technical Trainer May ’06 – March ‘09

Design, develop and implementation of training processes and best practices.

Interact with Technical Support Managers, Cross-functional Trainers to ensure accurate and effective design and development of Training material.

Help identify potential issues and risks during New Product Introduction (NPI) phase.

Development of training materials to support teams via in-Classroom, live online sessions and on-demand training modules.

Create and disseminate traditional learning materials such as user guides, reference materials, job aids and labs.

Participate in sub-team meetings, conference calls and quality assurance testing for new products.

Provide status reports to Technical Support Management as well direct feedback for individual training programs, modules basis personal metrics (CSat).

Streamlined New Hire training program.

Recruit new staff in-line with the operational needs by engaging with HR. Dell International Services – Bangalore, India Project: ACS Desktop, Portables, Wireless Products

Dell International Services is the support and services division of Dell Inc., the largest American computer hardware company, with operations in India. Sr Technical Support Executive March 2004 – April 2006

Providing first level of technical support via phone for all on-demand products.

Being a consistent performer and had been able to match-up with all defined process metrics.

Demonstrated thorough knowledge on all Dell Consumer products and Support Boundaries.

Was promoted to as a SME.

Part of the Dell Solutions Group, an internal team aimed at researching and providing solutions for unresolved issues.

Involved in handling New Hire training sessions and always been a helpful hand in supporting fellow agents with critical issues and escalations. AoL Member Services

AOL Inc. Previously known as America Online originally provided dial up service in American region

Technical Support Engineer April 2003 – Feb 2004

Providing first level of technical support for US based customers via phone for AoL and other browser related issues.

Problem reporting to onsite team if the issue was beyond scope of support.

Track record of excellent customer satisfaction scores throughout the tenure. Academics

Bachelor of Science, Computer Science (Bangalore University) 2005 Personal Profile

Date of Birth: 21st Jan 1985

Gender: Male

Nationality: Indian

Languages Known: English, Hindi, Kannada, Urdu

Marital Status: Married

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