A MOHAMMED NOORULLAH
Technical Support Engineer & Onboarding Specialist
Chennai
Summary
To be part of a reputed organization that provides steady career growth, job satisfaction, and challenges, while contributing meaningfully to the organization's success.
Overview
9
9
years of professional experience
15
15
years of post-secondary education
4
4
Languages
Work History
Lead Technical Support Engineer
Bytize Technology Solutions Private Limited
Chennai
04.2024 - Current
- Lead and mentor a team of technical support and onboarding team
- Provide advanced technical support and troubleshooting for customers
- Ensure timely resolution of support tickets and maintain high customer satisfaction levels
- Conduct regular audits to ensure adherence to compliance and security requirements
- Provide input to product development teams based on customer feedback and support issues
- Create and maintain comprehensive documentation for support processes and issue resolution
- Prepare and present regular reports on support activities, performance, and customer feedback
Technical Support Engineer
Bytize Technology Solutions Private Limited
Chennai
08.2020 - 03.2024
- Responsible for the onboarding and integration of new clients
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve software issues
- Document technical knowledge and new tasks in the form of notes and manuals
- Maintain strong relationships with customers by providing timely and effective support
- Participate in team meetings and contribute to knowledge sharing and continuous improvement initiatives
Customer Service Associate
Royal Sundaram General Insurance Co Ltd (Sundaram Finance Holdings Ltd)
Chennai
05.2017 - 01.2020
- Interview prospective clients to get data about their financial resources and discuss existing coverage
- Escalate unresolved issues to the appropriate internal teams
- Handle policy renewals and maintain electronic and paper records
- Conduct follow-up calls or emails to check on customer satisfaction and promote additional services or products
- Support the sales team by addressing customer inquiries and providing necessary information
- Handle returns, exchanges, and refunds according to company policies
Quality Analyst
Spynest Solutions Private Limited
Chennai
05.2016 - 04.2017
- Maintain the Quality of the handled process as per the given parameters
- Satisfy the customer with the quality of delivery of the team of agents
- Ensure appropriate & effective resolution has been made to the issues raised
- Develop personalized improvement plans for CSRs based on their evaluation results
- Present findings and recommendations to management for continuous improvement
Education
Bachelor of Engineering - Computer Science and Engineering
Agni College of Technology
Chennai 04.2012 - 03.2016
Higher Secondary Certificate - Computer Science
The Muthialpet Higher Secondary School
Chennai, India 06.2010 - 05.2012
Secondary School Leaving Certificate - General Studies
St. Peter's Higher Secondary School
Chennai, India 05.2001 - 05.2010
Skills
Customer support
Remote diagnostics
Training and mentoring
Incident management
Hardware diagnostics
Advanced troubleshooting
Teamwork and collaboration
Software installation
Ticket management
Application installations
Issue escalation
Product knowledge
Root-cause analysis
Technical documentation
JIRA systems
Network troubleshooting
Accomplishments
- Runner in the Hockey tournament played in district level matches.
- Participated in a Basketball tournament in the North Chennai Zone.
Extra-Curricular Activities
District level Hockey player. Basketball player.
Responsibilities Undertaken
- Participated in 'National Pulse Polio Immunization' conducted by Chennai Corporation.
- Event Organizer in Symposium Conducted at our college.
Workshop Attended
- Attended 'WEBENCH' conducted by TEXAS INSTRUMENTS.
- Attended 'ETHICAL HACKING' workshop conducted by MICROSOFT RESEARCH COMMUNITY.
Presentations
ADVANCED STUDENT PERFORMANCE ENHANCEMENT SYSTEM, International Journal of Advanced Research in Computer Science Engineering And Information Technology
Industry Exposure
Undergone an industrial visit to 'Software Technology Parks of India' in Bangalore.
Disclaimer
I hereby declare that all the above-furnished information is authenticated to my knowledge and pertaining to changes in future.
Timeline
Lead Technical Support Engineer
Bytize Technology Solutions Private Limited
04.2024 - Current
Technical Support Engineer
Bytize Technology Solutions Private Limited
08.2020 - 03.2024
Customer Service Associate
Royal Sundaram General Insurance Co Ltd (Sundaram Finance Holdings Ltd)
05.2017 - 01.2020
Quality Analyst
Spynest Solutions Private Limited
05.2016 - 04.2017
Bachelor of Engineering - Computer Science and Engineering
Agni College of Technology
04.2012 - 03.2016
Higher Secondary Certificate - Computer Science
The Muthialpet Higher Secondary School
06.2010 - 05.2012
Secondary School Leaving Certificate - General Studies
St. Peter's Higher Secondary School
05.2001 - 05.2010
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