FAIZUL RAHAMAN
Bangalore
Summary
Service Desk Specialist with 7+ years of inside and field experience analyzing and solving challenging IT issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person thriving under pressure and empathize with and support stressed-out clients.
Agile Technical Support adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Dynamic manager of company-wide technical health and technological integrity.
Overview
11
11
years of professional experience
Work History
Sr. Service Desk Specialist
Electronics for Imaging
Bangalore
11.2020 - 09.2022
- Work with clients directly on the issue and resolving the problem
- Maintained, operated, and troubleshot printing equipment such as digital presses, lithographic presses, and bindery machines.
- Adjusted job parameters for optimal print quality based on customer requirements.
- Received orders from customers and calculated job costs and estimated completion times.
- Created accurate proofs for customer approval prior to production runs.
- Coordinated workflow and scheduling of printing projects.
- Created and maintained accurate records of customer interactions using CRM software.
- Generated reports on customer engagement levels and other key performance indicators.
Service Desk Specialist
Tangoe India Softek Pvt. Ltd
Bangalore
08.2016 - 01.2019
- Providing seamless to our hundreds of clients with the unmatched teamwork of the entire Service Desk Team. Maintaining the expenses of corporate mobile devices. Helping the employees of various companies to set up the intune/moibileiron apps on their devices and keeping the devices up to date.
- Provided technical support to end-users via phone, email, and remote access.
- Installed, configured, and maintained hardware and software applications on user systems.
- Troubleshot network connectivity issues for users both locally and remotely.
- Resolved customer inquiries in a timely manner while ensuring customer satisfaction.
- Documented all service desk activities using established procedures and protocols.
- Implemented best practices for incident resolution processes based on ITIL standards.
- Reported incidents that require escalation to higher level teams or management.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
Customer Care Representative
ZTE Telecom India Pvt. Ltd
Bangalore
12.2015 - 08.2016
- I worked as Customer Support Associate supporting 24/7 for ZTE mobile devices with their troubleshooting and warranty issues.
- Performed diagnostic tests on mobile devices to identify and troubleshoot issues.
- Installed, configured and tested software applications on mobile devices.
- Conducted quality control inspections of repaired mobile devices.
- Created detailed repair reports for each job performed.
- Provided technical support to customers regarding their mobile devices.
- Diagnosed network connectivity problems in mobile devices.
- Troubleshot hardware components such as RAM, ROM, SIM cards.
- Followed manufacturer guidelines when performing repairs or upgrades.
- Inspected, tested and troubleshot smartphones and tablets.
Sales Associate
Inspire Sourcing
Bangalore
11.2011 - 05.2013
- My responsibilities included handling over 100+ Out-bond calls delivering target of minimum 10 sales a day
- Built relationships with customers to encourage repeat business.
- Worked with fellow sales team members to achieve group targets.
Education
B.Com - Commerce
Bangalore City College
Bangalore03-2015
High School Diploma -
ST. Paul High School
Bangalore03-2010
Skills
- Incident Management
- Training abilities
- Escalation management
- SLA adherence
- Vendor coordination
- Software Installation
- System Administration
- Ticketing system proficiency
- Remote Support
- Account Management
- Coaching and Mentoring
- Team Management
- Service Level Agreements
- LAN/WAN
- Technical Troubleshooting
- Online Chat Support
- Incoming Call Management
- Mobile Device Repair
- User Training
- Service desk support
- Delivery Management
- Help Desk Support
- Customer Service
- Technical Documentation
- Self Motivation
- Multitasking
- Time management abilities
- Analytical Thinking
- Service Desk Team Management
- Excellent Communication
- Interpersonal Skills
- Highly Professional
- Problem-Solving
- Customer Communication and Empathy
- Workforce Planning
- Continuous Improvement
- Active Listening
- Time Management
- Remote Technical Support
- Call Center Operations
- Effective Communication
- Task Prioritization
- Teamwork and Collaboration
- Analytical Skills
- Team Collaboration
- CRM software proficiency
Languages
Tamil
First Language
English
Proficient (C2)
C2
Accomplishments
- Top Gun – 2017 for best performer
- Received couple of momentous for organizing activities in Fun Committee
References
References available upon request.
Timeline
Sr. Service Desk Specialist
Electronics for Imaging
11.2020 - 09.2022
Service Desk Specialist
Tangoe India Softek Pvt. Ltd
08.2016 - 01.2019
Customer Care Representative
ZTE Telecom India Pvt. Ltd
12.2015 - 08.2016
Sales Associate
Inspire Sourcing
11.2011 - 05.2013
B.Com - Commerce
Bangalore City College
High School Diploma -
ST. Paul High School
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