KHWAJA ZAHED AHMED
Nagpur
Summary
Analyst with expertise in ticketing systems management at HCLTECH, specializing in technical support and network troubleshooting. Proven track record of enhancing customer satisfaction through effective communication and analytical problem-solving. Proficient in Core Java, committed to continuous process improvement, and delivering quality results in high-pressure environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Analyst
HCLTECH
Nagpur
12.2023 - Current
- Have a good knowledge of ticketing tools like ServiceNow.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Monitored ticketing system for incoming requests from customers requiring assistance with their products or services.
- Reported any recurring technical issues to management for further investigation and resolution.
- Ensured compliance with quality standards set by the company when providing technical support.
- Provided technical support to customers via phone, email and remote access tools.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Assisted customers with troubleshooting network connectivity issues on their computers or other devices.
- Conducted remote sessions using remote access tools to investigate system errors.
- Created detailed documentation of technical problems encountered by customers and solutions provided.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Maintained knowledge base articles to help customers resolve common issues quickly without having to contact technical support personnel.
Ops Executive
Capital Avenues
10.2018 - 06.2019
- Company Overview: outsourcing agency of IDFC First Bank Ltd.
- Handled login and disbursement of “Micro-Business Loan”, “Personal Loan” & “Two-Wheeler Loan”.
- Managed a team of 4 to 6 members in “Two-Wheeler Loan” and provided quality result.
- Outsourcing agency of IDFC First Bank Ltd.
Education
Bachelor of Commerce (Computer Application) (B.C.C.A.) -
GS College of Commerce & Economics
Nagpur06-2022
Skills
- Ticketing systems management
- Attention to detail
- Service issue troubleshooting
- Analytical problem solving
- Interpersonal communication
- Root-cause analysis
- Adaptability and flexibility
- Technical support expertise
- Network troubleshooting skills
- Remote access solutions
- Documentation management
- Time management strategies
- Critical thinking abilities
- Analytical skills development
- Effective communication skills
- Process improvement methodologies
- Core Java programming
- J2EE framework expertise
- Hibernate ORM proficiency
- Spring Core framework knowledge
- Spring AOP implementation
- Spring Web development
- Spring Boot applications
- SQL database management
- MySQL proficiency
- HTML5 web development
- CSS styling techniques
- JavaScript programming
- TypeScript usage
- Angular 15 framework knowledge
- ReactJS library expertise
Projects
- Library Management System Web App, Eclipse IDE for Enterprise Java and Web Developers - 09/22, MySQL 8.0 Command Line Client, mysql connector jar file, apache-tomcat-9.0.69 server, This is an e-Library Management System created with the help of Servlet & JSP for the librarian so that he/she can easily issue the books and maintain the records of books and users in the system rather than writing each entry in registers for maintaining records.
- CarPal, Android Studio Chipmunk 2021.2.1 under Windows 10 64 bit laptop having at least 8GB RAM, It is a prototype of a ride sharing mobile application with which people can travel inter-state or intra-state by sharing ride in a cost effective way instead of booking a whole cab like OLA & Uber.
Certification
- FullStack Java, Fullstack Guru, Pune
- TCS-BPS (Finance & Accounts), G. S. College of Commerce & Economics, Nagpur
Personal Information
Date of Birth: 02/05/94
Achievements And Extra Curricular Activities
- Participated in 'Android Programmer – Technical Test' conducted by Dexciss Technology Pvt. Ltd.
- Participated in 'Python Programming Workshop', conducted by TechFest, IIT Bombay.
- Secured 2nd place in 'Delta Shootout 2014', national design competition of students vehicle held at NIT Jamshedpur.
- Secured 2nd position in 'SOLAR AQUATICS' event in TECHNEX 13-14, conducted by 'St. Vincent Pallotti College of Engineering & Technology', Nagpur.
- Participated in 'SOCCORAGE (ROBOWAR)' event in TECHNEX 2013, conducted by 'St. Vincent Pallotti College of Engineering & Technology', Nagpur.
- Participated in 'Short term training program on Thermal Power Generation' conducted by NATIONAL POWER TRAINING INSTITUTE, Nagpur.
- Participated in 'Tech Boot Camp' workshop in TECHNEX’16 organised by 'St. Vincent Pallotti College of Engineering & Technology', Nagpur.
Affiliations
- I volunteered in a blood donation drive during my college years
- I have completed the Harihar Fort Trek as well
- Worked as a placement coordinator during college days
Timeline
Analyst
HCLTECH
12.2023 - Current
Ops Executive
Capital Avenues
10.2018 - 06.2019
Bachelor of Commerce (Computer Application) (B.C.C.A.) -
GS College of Commerce & Economics