Akeel Taj
Customer Success Engineer
Srinagar
Summary
Tech Enthusiast & Collaborative Problem Solver | 7+ Years Continuously Learning & Driving User Success in IT. Passionate about fostering a collaborative learning environment while developing innovative solutions that empower users.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
8
8
Certifications
4
4
Languages
Work History
Customer Success Engineer
Selector AI
05.2023 - Current
- Increased customer satisfaction by promptly addressing and resolving technical issues.
- Developed customized solutions for unique client needs, fostering long-lasting relationships and increased loyalty.
- Managed a portfolio of top-tier accounts, maintaining strong relationships through exceptional service delivery and attention to detail.
- Streamlined communication between engineering and customer-facing teams, ensuring faster resolution times for complex issues.
- Evaluated success metrics and customer feedback on an ongoing basis, adjusting strategies and tactics as needed to drive continuous improvement.
- Worked closely with product development teams to relay customer feedback, contributing to continuous improvement initiatives.
- Advocated for customer needs within the company, influencing product updates and enhancements based on user feedback.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
Technical Support Lead
Solarwinds
04.2022 - 05.2023
- Served as an escalation point for high-visibility, mission-critical incidents, coordinating resources and managing communication with stakeholders to ensure timely resolution.
- Reduced call wait times by implementing effective call routing strategies and prioritizing urgent cases.
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Implemented monitoring systems to track team performance metrics, identifying areas for improvement and coaching opportunities.
- Championed customer-centric initiatives that focused on delivering exceptional support experiences tailored to individual needs.
- Continuously updated personal technical expertise to stay current with industry advancements and best practices.
- Created detailed reports on team performance, presenting findings to senior management for strategic decision-making processes.
- Managed a diverse team of technical support specialists, providing guidance and mentorship to enhance professional growth.
- Streamlined workflow for the technical support team, optimizing productivity and performance.
- Analyzed trends in support requests, proactively addressing common issues through knowledge base updates and preventative measures.
- Developed comprehensive training materials to ensure new hires were properly equipped for success in their roles.
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new hires.
- Mentored junior team members in both technical skills and soft skills, fostering a culture of continuous learning and professional development.
Technical Support Rep
Solarwinds
02.2021 - 04.2022
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Network Administrator - Cisco Wireless
Intec Infonet Pvt Ltd.
Srinagar
08.2019 - 02.2021
- Administration and operations of wireless infrastructure network at Civil Secretariat, Srinagar
- Improved employee satisfaction by promptly addressing technology-related concerns raised during periodic performance evaluations
- Assessed organizational needs and recommended suitable solutions based on best practices in network design, security protocols, and system administration standards
- Improved network efficiency by implementing and managing system updates and patches
Network Engineer (L1)
Wipro Ltd.
Srinagar
05.2018 - 08.2019
- Work with a team of other network engineers to ensure maximum uptime of the network
- First line of support for network based Video Conferencing
- Increased overall network stability by performing root cause analysis on recurring issues and implementing long-term solutions
- Improved network performance by identifying and resolving bottlenecks, optimizing configurations, and implementing best practices
- Managed, tracked, and coordinated problem resolution and escalation processes
Sr. Faculty
Alfurqan Computers Pvt Ltd
Srinagar
04.2017 - 04.2018
- Instructor for the Hardware and Networking students at the institute
- Additionally, led the IT infrastructure management and administration at the institution
Education
Bachelor of Computer Applications -
University of Kashmir
Srinagar, India 06.2014 - 04.2017
Skills
Strong understanding of network fundamentals
Websites
Certification
SolarWinds: SCP - NPM (Certified)
Timeline
Customer Success Engineer
Selector AI
05.2023 - Current
Technical Support Lead
Solarwinds
04.2022 - 05.2023
Technical Support Rep
Solarwinds
02.2021 - 04.2022
Network Administrator - Cisco Wireless
Intec Infonet Pvt Ltd.
08.2019 - 02.2021
Network Engineer (L1)
Wipro Ltd.
05.2018 - 08.2019
Sr. Faculty
Alfurqan Computers Pvt Ltd
04.2017 - 04.2018
Bachelor of Computer Applications -
University of Kashmir
06.2014 - 04.2017
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