Summary
Overview
Work History
Education
Skills
Languages
Timeline
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SYED AWAIS

Hyderabad

Summary

  • Resourceful Technical Associate with experience lending detailed assistance to resolve IT service requests and maintain existing installations. Crafty when recommending optimized fixes and maintenance. Expert at delivering hands-on support for critical technical deployments and resource documents. Knowledgeable evaluation of hardware, software and firmware within testing environment to streamline use.
  • Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

3
3
years of professional experience

Work History

Technical Associate

Genpact
Hyderabad
10.2023 - Current
  • Performed system administration tasks such as user account creation, password resetting, and security access maintenance.
  • Conducted regular system monitoring activities to ensure optimal performance.
  • Resolved technical problems through troubleshooting techniques.
  • Provided training to employees on using new software applications and tools.
  • Monitored system performance metrics to identify opportunities for improvement.
  • Maintained up-to-date case documentation for future reference.

Process Associate

Genpact
Hyderabad
04.2022 - 10.2023
  • Identified potential risks associated with processes and recommended corrective actions.
  • Provided technical support to internal stakeholders on various system issues related to processes.
  • Created training materials for staff members regarding changes in process procedures.
  • Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.
  • Participated in regular team meetings and provided input on ways to improve existing processes.
  • Trained staff members to implement and maintain approved and established process improvements in assigned functional areas.

Digital Interaction Executive

[24]7.ai
Hyderabad
07.2021 - 04.2022
  • Ability to conduct training classes in a wide variety of areas
  • Coached production agents
  • Investigated, selected and organized training programs and procedures
  • Assisted production agents during nesting and shadowing
  • Provided in-depth technical support to Level 1 technical support specialists at a Tier 2 level and clients at a Tier 3 level (As a Supervisor/ Manager), trained all incoming junior tech support specialists
  • Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.

Digital Interaction Advisor

[24]7.ai
Hyderabad
07.2021 - 04.2022
  • Identified and resolved process issues to encourage smoother production, more efficient workflow and overall business growth
  • Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
  • Coordinated with Level 1 technical support specialists to take over calls outside their level of support
  • To provide effective and efficient real-time solutions and quick fixes for the tech-related questions, issues which were faced by the clients
  • Provided expert technical support to enterprise organization as the remote tech support agent at Bestbuy USA/GeekSquad
  • Supported customers with basic technical support for current and past software releases
  • Assisted clients with general support for hardware, peripherals, network connections, and external software.

Education

B.Tech - Computer Science and Engineering -

Malla Reddy College of Engineering
06-2019

Skills

  • Solving Complex Problems
  • Phone and Email chat support
  • Technical Troubleshooting
  • Software Installation
  • Customer Service
  • Issue Troubleshooting
  • Remote Technical Support
  • Technical Support
  • Operating systems
  • Microsoft Outlook
  • Software testing

Languages

Hindi
First Language
English
Proficient (C2)
C2
Telugu
Upper Intermediate (B2)
B2
Urdu
Upper Intermediate (B2)
B2

Timeline

Technical Associate

Genpact
10.2023 - Current

Process Associate

Genpact
04.2022 - 10.2023

Digital Interaction Executive

[24]7.ai
07.2021 - 04.2022

Digital Interaction Advisor

[24]7.ai
07.2021 - 04.2022

B.Tech - Computer Science and Engineering -

Malla Reddy College of Engineering

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