Sheikh Afthab
Mangalore
Summary
Tech Support Engineer with a proven track record at UnifyCX, excelling in Linux / Wordpress troubleshooting and customer service. Enhanced client satisfaction through effective ticket management and problem-solving, consistently resolving issues and improving system performance. Passionate about delivering exceptional support and driving customer success in fast-paced environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Tech Support Engineer - Tier 2
UnifyCX
03.2025 - Current
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions utilizing Linux, WP-CLI, HAL, and EIG commands to resolve customer issues and enhance satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
- Managed 18+ tickets daily, and met daily targets.
Tech Support Engineer - Tier 1
UnifyCX
08.2024 - 03.2025
- Delivered customer support through live chat.
- Troubleshoot WordPress and email-related inquiries.
- Assist customers with add-on hosting product purchases.
- Handle billing issues, and process refunds.
- Managed approximately 30 + incoming chats per day from customers.
- Maintained all customer satisfaction (CSAT) scores and related metrics.
Business Development Executive
IT Cloud Trading LLC
07.2023 - 07.2024
- Grew the customer base, conducted thorough market research, and used social media to identify new targets.
- Increased market share with targeted advertising campaigns.
- Work with IT hardware and software solutions, such as VMware, Palo Alto, and others.
- Consistently achieve all quarterly sales targets.
- Doing cold calls to find out potential client for the business.
- Delivered presentations at industry conferences, raising company profile and attracting potential clients.
- Negotiated client contracts and agreements to cultivate profitable business transactions.
Technical Support Engineer
GlowTouch Technologies
Mangalore
07.2022 - 06.2023
- Resolved customer inquiries through troubleshooting and problem-solving techniques.
- Provided technical support to customers by troubleshooting and resolving Wordpress website and email issues.
- Asked customers targeted questions to diagnose problems and provided timely solutions.
- Analyzed system logs for potential problems or errors related to the website and webmail.
- Analyzed customer feedback to develop targeted improvements in technical support services.
Assistant Process Associate
Flatworld Solutions
03.2021 - 04.2022
- Mortgage pre-closer with providing complete and accurate loan closing documents to Movement Mortgage, LLC clients.
- Review loan files and gather closing figures, input closing information, generate final loan documents, and send them to our clients before closing dates.
- Well-versed in FHLMC, VA, and FHA loan programs.
- Managed to close 20 - 30 loan documents per day.
- Maintained accurate records of all work completed, ensuring timely completion of tasks and adherence to company standards.
Education
Bachelor of Science - Computer Applications
Bhandarkars' Arts And Science College
Kundapura10-2021
Skills
- Linux troubleshooting
- JIRA systems
- Support case resolution
- Customer support
- Customer service
- Backup and recovery
- Ticket management
- WordPress support
- Problem solving
Certification
Website Building
Customer Service Foundations
CloudOne Sales Essentials
Languages
- English
- Kannada
- Hindi
- Tulu
Website
Https://afthabsheikh.com
Timeline
Tech Support Engineer - Tier 2
UnifyCX
03.2025 - Current
Tech Support Engineer - Tier 1
UnifyCX
08.2024 - 03.2025
Business Development Executive
IT Cloud Trading LLC
07.2023 - 07.2024
Technical Support Engineer
GlowTouch Technologies
07.2022 - 06.2023
Assistant Process Associate
Flatworld Solutions
03.2021 - 04.2022
Bachelor of Science - Computer Applications
Bhandarkars' Arts And Science College