Nafeez Ur Rahaman S
Bengaluru
Summary
An engineering graduate, customer-focused technical support specialist with 3 years of experience delivering exceptional support and resolving complex technical issues for diverse clients. Proficient in troubleshooting hardware, software, and network-related problems, ensuring timely resolutions and maintaining high levels of customer satisfaction. Skilled in managing support tickets, documenting solutions, and collaborating with cross-functional teams to address user needs. Adept at providing step-by-step guidance, training, and product knowledge to customers of varying technical expertise. Known for strong communication, problem-solving abilities, and a commitment to delivering seamless customer experiences. Proficient in knowledge bases and remote assistance technologies to streamline support processes.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Test Validation Engineer(L3 Graphics Support)
Intel(Clinet) Via Genpact
01.2025 - Current
- Recording and analyzing the memory dumps and failing and passing logs, such as the Intel system scope logs, Watchdog errors, ETL logs, GPUView logs, Event viewer logs, WPT logs, EDID, DPCD, Dxdiag, Dispdiag, and Bootrace logs, in order to diagnose problems.
- Replicated issues and performed regression testing on Intel CRB and OEM systems to identify root causes.
- Assisted in Windows installation and updates using FFU and USB bootable drives.
- Familiar with using Command Prompt for basic system troubleshooting and resolution.
- Collaborated with PSE (Product Support Engineering) and Debug Teams to resolve complex technical problems.
- Set up systems for debug analysis, including multi-monitor setups and various hardware configurations.
Process Developer(L1/L2 Support Engineer)
Genpact
10.2022 - 12.2024
- Prioritize work according to detailed guidelines to meet SLA.
- Plans and prioritizes tasks and work responsibilities to achieve objectives.
- Respond to customer queries and customer concerns.
- Comprehending and responding to customer inquiries. Identify, research, troubleshoot, and provide remote support(LogMeIn) to resolve problems.
- Assist with performing other team tasks as the need arises.
- Maintain a deep understanding of client processes and policies.
- Accurately interpret and compile information from a variety of sources and systems.
- Ensure that turnaround time and quality of the work meet Company service standards.
- Interact with Onshore /Offshore and customers in a supportive and professional manner via email and on calls.
- Manage own work in process and support team efforts to ensure that individual and team goals are met.
- Maintain key records like working files and email for reference and audit purposes.
- Possessed good interpersonal skills.
Education
Generation India Program - IT Bootcamp
04.2022
BE - Electronics and Communication Engineering
Government Engineering College
CH-Nagar, KA09-2020
Diploma - Electronics and Communication Engineering
Government Polytechnic College
Chitradurga, KA04-2015
SSLC(10th) -
Saint Annes High School
Hiriyur, KA05-2012
Skills
- Technical Support
- Product Support
- Remote Support
- Graphics Performance Analysis
- Benchmark Testing
- Regression Testing & Validation
- Troubleshooting & Issue Replication
- Performance Data Collection
- PowerShell & Command Prompt
- Windows Performance Toolkit
- Software and Hardware Troubleshooting
Certification
- Full Stack Java Development, Generation India, Codecademy, 04/01/22
- Sales Representative, LinkedIn Learning, 05/01/22
- Digital Marketing, LinkedIn Learning, 04/01/21
- Python Programming, Internshala Training Program, 01/01/21
Languages
English
Hindi
Kannada
Timeline
Test Validation Engineer(L3 Graphics Support)
Intel(Clinet) Via Genpact
01.2025 - Current
Process Developer(L1/L2 Support Engineer)
Genpact
10.2022 - 12.2024
Generation India Program - IT Bootcamp
BE - Electronics and Communication Engineering
Government Engineering College
Diploma - Electronics and Communication Engineering
Government Polytechnic College
SSLC(10th) -
Saint Annes High School
Linkedin Profile
https://www.linkedin.com/in/nafeezrahaman/
Other Skills
Generative AI, Agentic AI, Intel STC, Collaboration Tools & Methods, SQL (MySQL), HTML, CSS, Bootstrap, JavaScript, Java, Python, C, C++, Bash/Shell Scripting, Git, GitHub, Google Analytics, Windows OS/Application, Digital Marketing Tools, MS Office, Analytics, Graphic Design, Problem-Solving, Cisco Networking, LAN/WAN, TCP/IP, BGP, DNS, DHCP, VPN, IPv4/IPv6, Cisco Routers/Switches, Firewalls, Load Balancers, Servers, OSI Model, Ethernet, FTP/SFTP, HTTP/HTTPS, SNMP, SSH
Industry Knowledge
- Hi-Tech
- Customer Care
- Networking
- Cyber Security
- SEO
- Web Analytics
- Lead Generation
- Content Marketing
- Social Media Marketing