FAISAL RAZA

US Bank - L2 Support

• Coordinated with Level 2 technical support specialists to take over calls outside their level of support.
• Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
• Escalated support desk tickets to Level 3 in the most crucial circumstances.
• Onboarded and trained all incoming junior tech support specialists.
• Provided first level technical support to end users via various channels
• Diagnose and resolved hardware, software and network related issues
• Experienced in service now, Active directory, Okta, VDI, DHCP, Citrix and software installation with configuration.
• Scheduled service and changed and ordered toner to keep printers and copiers functioning.
• Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.

• Served US/UK clients through telephonic /emails and chat support
• Experienced in SolarWinds, Control M and Troubleshooting for various applications like all MS Office applications, Hardware & software, hands of Mainframes, Citrix, WCF, VDE, Avaya and basic knowledge of iOS configuration etc.
• Conducted regular maintenance checks on all production systems and applied necessary patches or hotfixes when needed.
• Interacted with users from global sites to analyze and resolve system errors, workflow errors and permissions issues.
• Provided technical guidance for system development and troubleshooting.
• Performed system upgrades, patching, security hardening and monitoring of systems.
• Verified stability, security and scalability of system architecture.
• Increased automated job count, including server reboots, and database clean-up.
• Designed operational support system to monitor, control, analyze, and manage computer network.

• Worked with internal teams to deliver accurate information to customers and service accounts.
• Identified recurring technical issues and recommended solutions.
• Documented customer complaints and inquiries for use in technical documentation and bug tracking.
• Supported customers with online billing, access and account issues.
• Experienced as SME, managed a group of agents where the work was to validate the inputs & queries received from various vendors, valets and customers and decide the resolution as per the policy.

• Responded to customer inquiries via email or other online communication methods within specified timelines.
• Managed and developed overall Strategy for digital branding and advertising
• Provided support in launching new products or services via digital channels.
• Monitored web traffic to analyze website performance.
• Assisted in the development of digital marketing campaigns for clients, including email, SEO and SEM, and social media.
• Generated leads through Google Advertisement, Facebook & Instagram Advertisement through Meta, paid campaigns, social media posting and content creation with poster designing
• Collaborated with cross-functional teams to achieve project objectives.
• Improved traffic for Google page.
• Suggested new strategies based on analytics data to improve effectiveness of campaigns.