Mohd Azeem
Technical Support Engineer
Hyderabad
Summary
Results-driven Technical Support Engineer with over 4 years of experience in providing exceptional service and troubleshooting complex technical issues for enterprise-level customers. Strong foundation in UNIX/Linux, networking, and cloud technologies. Proven ability to learn new technologies quickly, with excellent communication and problem-solving skills. Passionate about delivering outstanding customer experiences and driving continuous improvement in technical support environments.
Overview
2025
2025
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Administrator L2
Wipro
Hyderabad
5 2022 - Current
- Provide top-tier technical support to customers, ensuring swift issue resolution and an outstanding customer experience
- Managed system administration for cloud environments including AWS, handling EC2 and S3 services for end-users
- Troubleshoot and resolve complex issues across various environments, including UNIX/Linux, Windows, and Mac OS
- Identified, diagnosed, and resolved complex hardware, software, and network issues that Tier 1 support could not handle
- Champion customers throughout the support process, ensuring timely and effective communication while managing case escalations
- Reproduce customer issues, create bug reports, and collaborate with product developers to deliver timely solutions
- Drive continuous improvement in support processes by contributing to tool enhancements and increasing product efficiency
- Install, configure, and maintain components of the IT infrastructure, including end user computing devices, basic server troubleshooting's, Printer problems and mobile devices
- Manage time effectively to prioritize tasks, adapt to changing customer needs, and resolve issues within defined SLAs
- Participate in special projects and contribute to cross-functional teams to enhance product offerings
Digital Interaction Executive
[24]7.ai
Hyderabad
10.2020 - 12.2021
- Provided technical troubleshooting for computers, appliances, and TVs
- Maintained proficiency in CRM software, help desk software, and remote support tools
- Assisted in the deployment and maintenance of virtualized environments using VMWare
- Delivered exceptional customer service by responding to tickets, troubleshooting network and OS issues, and providing clear communication to end-users
- Collaborated with cross-functional teams to improve support processes and customer experiences
- Managed approximately 15 incoming calls and emails per day from customers
Mechanical Engineer
Powermech
Visakhapatnam
03.2018 - 08.2019
- Responsible for coordination of all MEP activities.
- Attended project planning meetings to coordinate mechanical system designs with structural and architecture teams, mitigate design conflicts, and coordinate delivery timelines.
- Established strong relationships with suppliers and vendors to ensure timely delivery of materials at competitive prices.
- Managed a team of over 50 at a construction site.
Education
Bachelor of Engineering - Mechanical Engineering
Osmania University
Hyderabad 05.2013 - 06.2016
Diploma - Mechanical Engineering
Vijay Rural Engineering College
Nizamabad 05.2010 - 05.2013
Skills
Operating Systems: UNIX (Linux, *NIX), Windows, Mac OS
Networking: TCP/IP, UDP, DNS, NAT, gateways
Cloud Technologies: AWS (Amazon EC2, S3), Microsoft Azure
Scripting Languages: Python, Shell scripting, XML, HTML
Virtualization: VMWare, Hyper-V
Tools/Platforms: Splunk, LDAP, Generative AI
Database Technologies: Relational databases, Regex
Certification
•Microsoft Certified: Azure AI Fundamentals - AI-900
Accomplishments
- Spearheaded an initiative to improve knowledge base articles, resulting in a 25% increase in self-service resolutions.
- Successfully managed high case volumes while maintaining a customer satisfaction rating of over 90%.
Timeline
•Microsoft Certified: Azure AI-050: Generative AI solutions with Azure OpenAI
05-2024
•Microsoft Certified: Azure AI Fundamentals - AI-900
08-2023
Digital Interaction Executive
[24]7.ai
10.2020 - 12.2021
Mechanical Engineer
Powermech
03.2018 - 08.2019
Bachelor of Engineering - Mechanical Engineering
Osmania University
05.2013 - 06.2016
Diploma - Mechanical Engineering
Vijay Rural Engineering College
05.2010 - 05.2013
Administrator L2
Wipro
5 2022 - Current
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