Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Burhan Ahmed

Senior Product Support Engineer
#275, PL no 90, 4th corss, R.K Hegde Nagar, Bangalore-560077

Summary

Experienced Sr. Product Support Engineer capable of explaining complex technical issues quickly and easily, ensuring timely resolution of problems. Worked in telecom industry with skills as API testing, building complex use-cases using XML, Python, and Voice over IP. Strong information technology professional with a Bachelor's degree focused in Computer Science from HKBK College Of Engineering.

Overview

3
3
years of professional experience
4
4
years of post-secondary education

Work History

<p>Developer Support Engineer</p> <p></p>

Plivo Communication PVT LTD
03.2018 - 07.2019


  • Interacted with customers and resolved technical issues.
  • Debugged the issues using server logs, built use-case to replicate them.
  • Built use-cases using available SDKs .
  • Worked on creating SQL queries to use available data and assist clients with query tuning and performance improvements.
  • Worked closely with technical teams to enhance the quality of existing products.
  • Tested the SDKs available in multiple languages.
  • Supervised and audited tickets for a feedback to improve customer experience.
  • Trained the new engineers with the products.
  • Prepared the process and product documents which assists the internal team as well as new engineers for training and learning purpose.

<p>Senior Developer Support Engineer</p> <p></p>

Plivo Communication PVT LTD
07.2019 - 03.2020
  • Built new applications to minimise the support related manual work.
  • Audited tickets and provided feedbacks wherever necessary.
  • Worked with product team to fix the bugs and also to add new feature in SDKs.
  • Trained new joiners on the products.
  • Was able to manage the incoming load and shift with ease.

<p>Technical Support Engineer</p> <p></p>

Aspect Technology Center
03.2020 - 02.2021
  • Was trained on the WorkForce management product.
  • Worked on-Premise and Hosted Windows servers.
  • Ability to solve complex problems.
  • Troubleshooted the technical issues faced by the customers using multiple debug tools.
  • Good understanding of the debug logs and system logs to investigate the issues.
  • Resolved the customer issues by looking into the application code.
  • Have suggested apt solutions to the customers to achieve their use-case.
  • Created and published multiple knowledge articles for reference in the future use.
  • Performed regular health checks to proactively monitor the server health.
  • Resolving the issues over the telephone, email or ticketing system.

<p>Senior Product Support Engineer</p> <p></p>

Plivo Communication PVT LTD
02.2021

  • Interacted with customers and resolved technical issues.

  • Debugged the issues using server logs, built use-case to replicate them.
  • Built use-cases using available SDKs .
  • Worked on creating SQL queries to use available data and assist clients with query tuning and performance improvements.
  • Audited tickets and provided feedbacks wherever necessary.
  • Worked with product team to fix the bugs and also to add new feature in SDKs.
  • Trained new joiners on the products.
  • Was able to manage the incoming load and shift with ease.
  • Resolving the issues over the telephone, email or ticketing system.

Education

undefined

Karnataka Public School

undefined

Karnataka PU College

undefined

HKBK College Of Engineering
08.2013 - 07.2017

Skills

Python

undefined

Interests

Timeline

Senior Product Support Engineer

Plivo Communication PVT LTD
02.2021

Technical Support Engineer

Aspect Technology Center
03.2020 - 02.2021

Senior Developer Support Engineer

Plivo Communication PVT LTD
07.2019 - 03.2020

Developer Support Engineer

Plivo Communication PVT LTD
03.2018 - 07.2019

undefined

HKBK College Of Engineering
08.2013 - 07.2017

undefined

Karnataka Public School

undefined

Karnataka PU College

Similar Profiles

CREATE PROFILE
Burhan AhmedSenior Product Support Engineer