Khaja Uzeb Ahmed
Summary
To build career in a growing organization, where I can get the opportunities to prove my abilities challenges, fulfilling the organizational goal and climb the career ladder through continuous learning and commitment.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
4
4
years of professional experience
Work History
Technical Support Executive
Teleperformance
09.2023 - 12.2024
- Company Overview: Digital Business Services
- Clientele: Cox Communications
- The primary tasks included diagnosing hardware and software problems, carrying out rootcause analyses, troubleshooting and resolving 20-30 tier I technical issues for internet service providers, and escalating tier II and tier III issues to the internal expertise departments
- As a thirty-person team, rank in the top three for resolution times, and receive recognition from management for generating 98.50% customer satisfaction ratings
- Created and implemented training courses for internal teams, which led to a 30% rise in user competency and a 10% drop in support calls
- Played a crucial part in the infrastructure of a customer being successfully moved to a cloudbased environment, which reduced hardware costs by 30% and increased scalability
- Supervised the effective rollout of a new ticketing system that enhanced response times by thirty percent and increased ticket resolution efficiency by 25%
- Created and managed application reports that helped stakeholders make informed decisions based on data, leading to a 20% boost in operational efficiency
- Digital Business Services
- Clientele: Cox Communications
Customer Care Executive
Quess Corporation
03.2021 - 04.2022
- I have worked as customer care executive in operations
- The Client was Swiggy and my job role is to resolve queries and complaints of customers with accurate solutions
- Check and ensure that appropriate steps were taken to resolve customer's problems
- Refer unsolved customer queries to designated departments for future investigation
- Confer with customers via chat to provide information about products or services, or obtain details of complaints
Education
B. Tech -
Jayaprakash Narayan College of Engineering
04.2022
Skills
- Technical troubleshooting
- Operations oversight
- Ticket management
- Training and mentoring
- Customer relationship management (CRM)
- System administration
- Customer de-escalation
- Network configuration
- Team building
- Troubleshooting
- Remote support
- Escalation management
Accomplishments
- Best Performance Award & Certificate of Achievement, Recognized for outstanding performance for three consecutive months in a row from 01/2024 to 03/2024, demonstrating consistent excellence and dedication to team and company goals.
- Star of the Month, Awarded twice in July 2021 and September 2021 for outstanding performance and extraordinary contribution to the company.
- Workshop Participation, Participated as a volunteer in a workshop conducted in college in 2017.
- PPE Presentation, Participated in PPE presentation in JPNCE in 2018.
- Technical Events Participation, Actively participated in technical events and seminars.
Languages
English
Urdu
Hindi
Telugu
Timeline
Technical Support Executive
Teleperformance
09.2023 - 12.2024
Customer Care Executive
Quess Corporation
03.2021 - 04.2022
B. Tech -
Jayaprakash Narayan College of Engineering
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