Md Faiz
Technical IT Support
Jaipur
Summary
Results-oriented and dedicated Technical IT Support professional with a proven track record in delivering technical assistance, troubleshooting issues, and ensuring optimal user satisfaction. Adept at resolving complex technical queries, handling system and software-related problems with precision. Passionate about leveraging technical skills to enhance operational efficiency and improve system performance. Seeking to contribute my expertise in a dynamic IT environment focused on customer satisfaction and continuous improvement.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Technical IT Support
Teleperformance
10.2024 - Current
- Specializing in support for Windows Operating Systems, MS Office, and Microsoft 365 across multiple versions.
- Provided exceptional customer service, resolving installation, activation, and troubleshooting issues.
- Managed complex account and billing issues for MS Office and Microsoft 365, achieving consistent first-call resolution.
- Reduced handling time for technical queries by 15% through efficient issue resolution and client guidance.
- Contributed to knowledge base development by providing feedback on recurring technical challenges, improving workflows.
Seller Support Associate
Tech Mahindra
11.2023 - 10.2024
- Managed supplier inquiries and issues related to catalog listings, account manager support, and 3PL partner interactions.
- Promoted to the Payments Queue, where I handled complex seller payment disputes, account reconciliation, and accurate payout processing.
- Ensured smooth operations by resolving account discrepancies and enhancing client trust through timely, accurate solutions.
Technical Support Executive
Cirrus Media Research Pvt Ltd
12.2021 - 11.2023
- Provided first-level technical assistance for operational tools and data processing systems.
- Managed data input tasks and ensured data integrity through verification and quality assurance protocols.
- Compiled detailed reports to communicate insights and resolve client issues effectively, ensuring customer satisfaction.
Education
Bachelor of Technology - Computer Science & Engineering
Saroj Mohan Institute of Technology
Hooghly, West Bengal 04.2001 -
Intermediate -
DR. B.N.Y S.S School
Kachnar, Saran, Bihar 04.2001 -
Matriculation -
De Nobili School
Sindri, Dhanbad 04.2001 -
Skills
Windows OS Troubleshooting
MS Office & Microsoft 365 Support
Installation & Activation Expertise
Account Management (Billing & Security)
Remote Desktop Support
Multitasking & Prioritization
Quick Learner & Adaptable
Accomplishments
- Achieved a 95% first-call resolution rate for complex technical issues, enhancing user experience and client satisfaction.
- Reduced average handling time for Windows OS and MS Office support by 15%.
- Successfully contributed to process improvement initiatives, optimizing troubleshooting workflows.
- Recognized for handling sensitive account issues with professionalism and maintaining accuracy in payments.
Timeline
Technical IT Support
Teleperformance
10.2024 - Current
Seller Support Associate
Tech Mahindra
11.2023 - 10.2024
Technical Support Executive
Cirrus Media Research Pvt Ltd
12.2021 - 11.2023
Bachelor of Technology - Computer Science & Engineering
Saroj Mohan Institute of Technology
04.2001 -
Intermediate -
DR. B.N.Y S.S School
04.2001 -
Matriculation -
De Nobili School
04.2001 -