FEROZ MIR
Technical Support Professional
Pune,Maharastra
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
4
4
years of professional experience
Work History
Technical Support Professional
MATRIX ASCENTECH PRIVATE LIMITED
Pune
12.2023 - 7 2024
- Acted as the initial point of contact for users facing technical issues, answering incoming calls, chats, and managing self-service tickets (Incident & Service Requests) promptly and professionally
- Diagnosed and resolved technical problems related to hardware, software, network, and applications, employing effective troubleshooting
- Logged, tracked, and prioritized incidents and service requests using the designated ticketing system (Service Now)
- Ensure accurate and timely documentation of all incidents and resolutions.
- Managed approximately 30 incoming calls per day from customers.
Support Professional
Foundever
Mumbai
01.2020 - 12.2023
- Maintained a high level of customer satisfaction through timely and efficient communication and problem resolution
- Worked closely with other departments to ensure seamless support and service delivery
- Acted as the initial point of contact for users facing technical issues, answering incoming calls, chats, and managing self-service tickets (Incident & Service Requests) promptly and professionally
- Skilled in creating and maintaining documentation for troubleshooting processes, FAQs, and user guides
- Proficiency in using support ticketing systems (e.g
- ServiceNow)
- Experienced in providing technical support for various operating systems (Windows, macOS, Linux).
- Managed approximately 32 incoming calls and 24 chats per day from customers.
Education
Master of Science - Information Technology
Mumbai University
Mumbai, India 04.2001 -
Bachelor of Science - Information Technology
Mumbai University
Mumbai 04.2001 -
Skills
Software Troubleshooting
Azure Active Directory
Ticket management
Technical Troubleshooting
Microsoft Outlook
Technical Support
Windows 10
Troubleshooting Network Issues
Help Desk Support
Mac Operating System
Device Installation
Networking Troubleshooting
Linux Operating support
Active Directory
Network diagnostics
Hardware Troubleshooting
Remote Support
Computer Proficiency
Customer Relationship Management (CRM)
Live chat support
Follow-up skills
Microsoft Office Suite
Documentation
Languages
English
Upper intermediate (B2)
Hindi
Advanced (C1)
Urdu
Advanced (C1)
Software
Service now
Citrix
TeamViewer
Pingplotter
Ms Office
Timeline
Technical Support Professional
MATRIX ASCENTECH PRIVATE LIMITED
12.2023 - 7 2024
Support Professional
Foundever
01.2020 - 12.2023
Master of Science - Information Technology
Mumbai University
04.2001 -
Bachelor of Science - Information Technology
Mumbai University
04.2001 -
Similar Profiles
Keshab BhattaraiKeshab Bhattarai
PHP Laravel Developer at Matrix Softech Private LimitedPHP Laravel Developer at Matrix Softech Private Limited
Esthak Jerosin KEsthak Jerosin K
Front End Web Developer Intern at BLACK ARROW DATA MATRIX PRIVATE LIMITEDFront End Web Developer Intern at BLACK ARROW DATA MATRIX PRIVATE LIMITED
ABHISHEK ABHISHEK null
Business Associate at Matrix Business Services India Private LimitedBusiness Associate at Matrix Business Services India Private Limited
SUMEET CHAKRABORTYSUMEET CHAKRABORTY
Customer Protection Associate (Fraud Analyst) at Full Potential SolutionsCustomer Protection Associate (Fraud Analyst) at Full Potential Solutions
Akash SaxenaAkash Saxena
Technical Consultant at FiservTechnical Consultant at Fiserv