Interests: Cloud architecture exploration, Python automation projects, competitive football, emergi
Ahmed
Technical Support Engineer
Hyderabad
Summary
Dedicated Technical Support Engineer with extensive experience in diagnosing technical issues and providing exceptional customer support. Skills in root cause analysis and mentoring junior engineers contribute to operational efficiency and high customer satisfaction.
Overview
2
2
Languages
8
8
years of professional experience
Work History
Technical Support Engineer
Dell International Services
Hyderabad, Telangana
02.2019 - Current
- Provided expert guidance on system configurations and installations to enhance customer satisfaction.
- Diagnosed and resolved technical issues for diverse hardware and software products.
- Trained new team members on support protocols and troubleshooting techniques for efficient service delivery.
- Documented and updated knowledge base articles to improve the accuracy of troubleshooting resources.
- Mentored junior engineers in advanced troubleshooting methods, fostering skill development within the team.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Resolve critical-priority incidents across hardware, software, OS, and Microsoft 365 services for enterprise-level Dell customers, ensuring consistent SLA, and CSAT compliance.
- Administer Active Directory (user accounts, security groups, distribution lists, LDAP, Group Policy, schema changes), and manage the full user lifecycle — creation, provisioning, password resets, and deactivation.
- Perform Microsoft 365 administration: user provisioning, E1/E3 license assignment, mailbox configuration, SharePoint permissions, and Exchange Online support.
- Troubleshoot hybrid/on-premises infrastructure environments, including Windows Server, VMware VMs, network drives, NAS storage, and folder permissions.
- Escalate complex issues to L3/engineering teams with detailed root cause analysis, and maintain technical documentation and knowledge base articles.
- Coordinate with the infrastructure, server, and engineering teams for advanced technical interventions.
- Diagnosed and troubleshot hardware, software, and network issues.
- Installed, configured, and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Collaborated with cross-functional teams to streamline incident resolution processes, boosting operational efficiency.
Customer Support Executive
Tech Mahindra
Hyderabad, Telangana
05.2018 - 01.2019
- Resolved customer inquiries through multiple communication channels, ensuring swift and effective solutions.
- Managed escalated issues, coordinating with relevant departments to reach satisfactory resolutions for clients.
- Collaborated with team members to enhance service delivery processes, and improve customer satisfaction.
- Collaborated with team members to enhance service delivery processes and improve customer satisfaction.
- Analyzed customer interactions to identify trends, informing strategic decisions for service enhancements.
- Provided training and mentorship to new hires, fostering a collaborative learning environment within the team.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed standardized procedures for handling common inquiries, increasing efficiency across operations.
- Implemented feedback mechanisms to capture customer insights, driving improvements in service quality.
Education
Bachelors of Technology - Electrical, Electronics And Communications Engineering
Al Habeeb College of Engineering And Technology
Hyderabad, India 04.2001 -
Associate of Science - Maths, Physics And Chemistry
Triveni Junior College
Hyderabad 04.2001 -
Secondary School Certificate -
Iqra Mission Highs School
Hyderbad 04.2001 -
Skills
Problem-solving
Application support
Hardware configuration
Windows servers
Remote diagnostics
System configuration changing
Network operational enhancements
Virtualization technologies
Server maintenance
Ticket management
ITIL processes
JIRA systems
Network troubleshooting
Windows OS support
Network configuration
Technical troubleshooting
Accomplishments
- Supervised team of 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 5 in the development of Interface and advancement of Tools.
- Resolved product issue through consumer testing.
Interests
Timeline
Technical Support Engineer
Dell International Services
02.2019 - Current
Customer Support Executive
Tech Mahindra
05.2018 - 01.2019
Bachelors of Technology - Electrical, Electronics And Communications Engineering
Al Habeeb College of Engineering And Technology
04.2001 -
Associate of Science - Maths, Physics And Chemistry
Triveni Junior College
04.2001 -
Secondary School Certificate -
Iqra Mission Highs School
04.2001 -