Afreen Altaf Basheer
Bengaluru
Summary
Technical Support Engineer with 2+ years of experience supporting SaaS products in a fast-paced tech environment. Skilled in email communications, workflow optimization, and customer adoption strategies. Strong analytical mindset with experience using data insights to improve processes and enhance customer satisfaction. Proven ability in cross-functional collaboration, documentation, and training support.
Overview
2
2
years of professional experience
Work History
Associate Technical Support Engineer
PowerSchool India Pvt. Ltd.
Bengaluru
03.2024 - Current
- Delivered L1 support for SaaS-based e-learning platforms via email, chat, and phone, resolving all tickets within 24 hours.
- Collaborated with customer-facing teams to support onboarding and adoption workflows.
- Maintained detailed internal documentation to simplify processes and drive self-service efficiency.
- Performed data-driven analysis to reduce Mean Time to Resolution (MTTR) to under 30 minutes.
- Escalated critical tickets preemptively to avoid system disruptions.
- Monitored application usage patterns and proactively addressed recurring issues, leading to 100/100 CSAT scores.
- Participated in internal knowledge sharing, aligning with digital training and enablement strategies.
Technical Apprentice
Cisco Systems Pvt. Ltd.
Bengaluru
03.2023 - 03.2024
- Supported automation and manual testing in the Optical Networking division using Python-based tools like Pytest and Cafy.
- Parsed logs using TextFSM, contributing to efficient issue triaging and reduced manual analysis effort.
- Worked with deployment teams to roll out dynamic routing updates to production systems.
- Contributed to internal workflow enhancements and documentation for automation tools.
Education
Bachelor of Engineering -
SRKR Engineering College
BhimavaramJawaharlal Nehru Technological University
KakinadaSkills
- Email and case management
- Ticketing systems and workflow tools
- SQL queries
- Automation scripting
- Windows & macOS system troubleshooting
- Digital adoption and training support
- Data analysis and performance monitoring
- Customer communication and escalation management
- Team collaboration and fast-paced adaptability
- Strong documentation and writing skills
- Analytical problem-solving
Timeline
Associate Technical Support Engineer
PowerSchool India Pvt. Ltd.
03.2024 - Current
Technical Apprentice
Cisco Systems Pvt. Ltd.
03.2023 - 03.2024
Bachelor of Engineering -
SRKR Engineering College
Jawaharlal Nehru Technological University