MOHAMMAD ANAS
New Delhi
Summary
Results-oriented Technical Support specialist with a proven track record in delivering exceptional technical assistance and driving revenue growth through technical sales initiatives. Seeking to leverage extensive technical expertise and sales acumen to provide superior customer support while actively contributing to sales goals and business success. Dedicated to delivering innovative solutions, fostering strong client relationships, and maximizing customer satisfaction. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
3
3
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Technical Support Specialist
Ocube services
Noida (UP)
07.2023 - Current
- Assisting clients on chat with setup, configuration, and troubleshooting of hardware and software products
- Resolved technical issues related to network connectivity, email, and productivity applications
- Proficiency in networking concepts, router configurations, and Windows operating systems to effectively communicate with customers and address their technical questions and concerns
- Ability to create bundled packages that include both router and Windows products, offering customers a comprehensive solution that meets multiple needs in one purchase
- Experience in identifying upsell and cross-sell opportunities to maximize sales revenue and enhance the customer's overall experience with additional products or services.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Proficient in Microsoft Outlook for managing email communications and scheduling.
Technical Customer Support Specialist
Teleperformance
Gurgaon (HR)
01.2021 - 02.2023
- Ability to assess customer requirements and recommend appropriate Windows, router, solutions tailored to their needs
- Capability to troubleshoot technical issues, resolve customer concerns, and provide effective solutions
- Diagnosed and resolved hardware and software issues for desktops, laptops, and printers
- Installed and configured operating systems, software applications, and security updates
- Managed user accounts, permissions, and access control for various systems.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Supported global customers across diverse industries while adapting quickly to evolving technologies.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Delivered proactive maintenance suggestions to clients, reducing system downtime and improving overall performance.
- By continuously updating personal knowledge of industry trends, provided relevant solutions tailored to clients'' needs.
Education
High school -
Sarvodaya Bal Vidyalaya
Jamia Nagar 03.2014 - 03.2016
Intermediate -
Sarvodaya Bal Vidyalaya
Jamia Nagar 03.2016 - 04.2018
B.com -
Indra Gandhi National Open University
New Delhi, India 12.2019 - Current
Skills
Proficient in troubleshooting hardware and software issues for desktops, laptops, and peripherals
Ability to create bundled packages that include both router and Windows products, offering customers a comprehensive solution that meets multiple needs in one purchase
Problem-Solving: Demonstrated ability to quickly analyze issues, identify root causes, and implement effective solutions to resolve technical problems
Persistence: Tenacious in pursuing solutions to complex technical issues, willing to exhaust all available resources and explore alternative approaches until a resolution is achieved
Time Management: Efficiently prioritize tasks and manage workload to meet deadlines and deliver timely support to clients, even in high-pressure environments
Proficient in Microsoft Outlook for managing email communications and scheduling
Proficient with ticketing systems (eg, Jira, ServiceNow, Zendesk)
Service Desk Team Management
Microsoft Outlook
Technical Documentation
Creative Issue Resolution
Software Installation
Problem-solving aptitude
Multitasking
Technical Troubleshooting
Ticket management
Call Management
Technical Support
Issue and Resolution Tracking
CRM Software Usage
Issue Troubleshooting
Laptop Servicing
Support Services
Personal Information
- Father's Name: Mr. Mohd Idrees
- Date of Birth: 12/01/99
- Gender: Male
- Nationality: Indian
Disclaimer
I hereby declare that the above furnished information is true and correct to the best of my knowledge and belief.
Timeline
Technical Support Specialist
Ocube services
07.2023 - Current
Technical Customer Support Specialist
Teleperformance
01.2021 - 02.2023
B.com -
Indra Gandhi National Open University
12.2019 - Current
Intermediate -
Sarvodaya Bal Vidyalaya
03.2016 - 04.2018
High school -
Sarvodaya Bal Vidyalaya
03.2014 - 03.2016