Summary
Overview
Work History
Education
Skills
Professionalcompetencies
Personal Information
Languages
Languages
Accomplishments
References
Timeline
Generic
MIRZA KHALID MUMTAZ

MIRZA KHALID MUMTAZ

Noida

Summary

Solution-oriented Technical Support Executive highly productive in troubleshooting and resolving complex technical issues, ensuring high levels of customer satisfaction. Skilled in software diagnostics, network administration, and IT service management tools. Excel at communication, problem-solving, and adaptability, using these soft skills to effectively translate technical solutions to non-technical stakeholders.

Overview

6
6
years of professional experience

Work History

Technical Support Executive

Tech Mahindra
01.2022 - Current
  • Installed, maintained, configured and troubleshooted computer networks, resolved customer complaints, and provided technical assistance.
  • Provided technical support to customers via phone, email and online chat.
  • Tested and evaluated new technology for potential use in the business.
  • Developed and maintained customer relationships through effective communication and problem solving skills.
  • Diagnosed hardware and software issues on various platforms such as Windows, Mac OS X and Linux operating systems.
  • Resolved technical queries related to product features, functionality, installation and configuration of software applications.
  • Assisted customers with troubleshooting network connectivity issues on their computers or other devices.
  • Conducted remote sessions using remote access tools to investigate system errors.
  • Installed, configured and maintained computer hardware components such as motherboards, processors, memory cards.
  • Provided technical advice regarding the purchase of new products or services based on customer requirements.
  • Created detailed documentation of technical problems encountered by customers and solutions provided.
  • Reported any recurring technical issues to management for further investigation and resolution.
  • Performed regular maintenance checks on customer systems to ensure optimal performance.
  • Ensured compliance with quality standards set by the company when providing technical support.
  • Reviewed existing processes for providing technical support to determine areas that need improvement.
  • Provided guidance on best practices for using different applications related to the product and service being supported.
  • Collaborated with internal teams such as engineering, sales and marketing to ensure a high level of customer satisfaction.
  • Established continuous improvement initiatives to achieve KPIs.
  • Created and deployed new hire training initiatives.
  • Managed network services such as DNS, DHCP, NFS and FTP servers.
  • Resolved network connectivity issues related to IP addressing, DNS configurations.
  • Installed, configured and managed Windows Active Directory services such as domains, group policies, DNS and DHCP.
  • Tested networking protocols such as TCP and IP, DHCP and DNS for proper functionality within the network infrastructure.
  • Managed all aspects of LAN and WAN design including physical layout, IP addressing scheme, routing protocols, segmentation strategies, bandwidth management.
  • Configured network settings such as IP addressing, DNS records, and DHCP reservations.
  • Resolved network connectivity issues related to IP addressing schemes or DNS settings.
  • Installed and configured DHCP servers for IP addressing management.
  • Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
  • Configured network settings such as IP addressing, DNS entries, DHCP server settings.

Technical Support Engineer

Wipro Limited
10.2018 - 12.2021
  • Acknowledging and resolving customer complaints, managing records of customer interactions, ensuring customer satisfaction, and delivering technical assistance.
  • Provided technical support to customers by troubleshooting and resolving hardware and software issues.
  • Configured, maintained, and monitored computer systems for optimal performance.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Conducted research on technical products in order to make recommendations to customers.
  • Analyzed system logs for potential problems or errors related to system performance or security threats.
  • Developed documentation of customer's technical environment including network topology diagrams and asset inventories.
  • Assisted users with password resets and account lockout resolutions.
  • Evaluated new technologies in order to recommend solutions that meet customer needs.
  • Provided remote assistance to end-users when needed.
  • Performed system backups on a regular basis according to established policies.
  • Monitored ticketing system queues for incoming requests from customers.
  • Replied to customer queries via email, messaging systems and support ticket platforms.
  • Collaborated with teams to solve technical customer problems across product suites.

Education

B. Tech in Electronics & Communication -

Sharda University
Greater Noida, Uttar Pradesh

Intermediate -

M.L Higher Secondary School
Hajin, J&K

High School -

M.U College
Aligarh, Uttar Pradesh

Skills

  • Troubleshooting
  • Application support
  • Customer Support
  • Customer communications
  • Operating systems
  • Network configuration
  • Remote Support
  • Technical Troubleshooting
  • Operations Oversight
  • Customer Relationship Management (CRM)

Professionalcompetencies

  • Problem-solving
  • Decision Making
  • Relationship Management
  • Liaison & Coordination
  • Quality Services
  • Team Coordination

Personal Information

Marital Status: Married

Present Address: Ezdan - 10, Al Wakra, Qatar.

Visa Status: Visit Visa

Languages

English

Languages

Kashmiri
First Language
English
Intermediate (B1)
B1
Urdu
Elementary (A2)
A2
Hindi
Elementary (A2)
A2

Accomplishments

  • PAT on the Back
  • Employee of the Month

References

References available upon request.

Timeline

Technical Support Executive

Tech Mahindra
01.2022 - Current

Technical Support Engineer

Wipro Limited
10.2018 - 12.2021

B. Tech in Electronics & Communication -

Sharda University

Intermediate -

M.L Higher Secondary School

High School -

M.U College

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MIRZA KHALID MUMTAZ