MOHAMMAD ASHAR JALIL

Tech Support Engineer with 4+ years of hands-on experience diagnosing and resolving complex hardware and software issues across diverse platforms. Proficient in ticketing systems, knowledge bases, and remote support tools. Adept at collaborating with cross-functional teams to ensure seamless service delivery and exceed performance targets.

Troubleshooting and Ticket Resolution System, Developed and implemented a comprehensive ticketing system using JIRA or similar platforms. Customized workflows and automation rules to streamline issue tracking and resolution processes. Collaborated with cross-functional teams to address technical challenges promptly and ensure seamless customer support experiences. Knowledge Base Management Portal, Designed and maintained a centralized knowledge base portal using tools like Confluence or SharePoint. Organized troubleshooting guides, FAQs, and technical documentation for easy access by support team members and customers. Implemented search functionality and tagging systems to enhance information retrieval efficiency and accuracy. Remote Desktop Support Integration, Integrated remote desktop support solutions such as TeamViewer or AnyDesk into existing customer support workflows. Configured secure access permissions and user authentication mechanisms to facilitate remote troubleshooting and resolution of technical issues. Provided timely assistance and guidance to end-users across diverse platforms and environments. Customer Feedback Analysis Dashboard, Developed a customer feedback analysis dashboard using tools like Zendesk Explore or Tableau. Extracted and analyzed customer support metrics, including response times, resolution rates, and customer satisfaction scores. Generated actionable insights to identify trends, prioritize improvement areas, and enhance overall service quality. Service Level Agreement (SLA) Monitoring System, Implemented an SLA monitoring system to track and manage service level commitments effectively. Automated SLA notifications and escalations based on predefined thresholds and performance metrics. Conducted regular SLA reviews and collaborated with stakeholders to address service delivery gaps and optimize support processes.