SYED NAWAZ
Chennai
Summary
Proactive and detail-oriented Network Specialist with experience in technical support, product operations, and customer success. Skilled in troubleshooting, diagnosing, and resolving complex technical issues to deliver seamless user experiences and ensure product satisfaction. Demonstrates expertise in networking concepts (TCP/IP, DNS, VPN), cloud environments, and service management tools like ServiceNow. Experienced in collaborating with cross-functional teams, including product development and customer support, to implement enhancements and optimize workflows. Proficient in creating knowledge bases, FAQs, and SOPs to facilitate product understanding and improve operational efficiency. Adept at training teams and stakeholders to align with product goals and objectives. Known for exceptional communication skills, customer empathy, and a passion for driving innovation and product excellence. Committed to staying updated on emerging technologies and contributing to the success of technical support and product operations.
Overview
3
3
years of professional experience
Work History
Network Control Analyst
Athenahealth Technology Pvt. Ltd.
05.2024 - Current
- Achieved a 96% uptime for VPN, FTP, Web Services, SSO, and API integrations by implementing proactive monitoring and troubleshooting measures.
- Reduced average issue resolution time by 35% through effective use of CRM tools and collaboration with cross-functional teams.
- Streamlined critical connectivity workflows, leading to a 40% increase in the efficiency of healthcare data exchanges, including lab results, imaging, appointments, and prescriptions.
- Monitor and troubleshoot VPN, FTP, Web Services, SSO, and API integrations using tools like Splunk, Kibana, and Grafana to ensure seamless connectivity.
- Resolve client and vendor issues through CRM by gathering information, conducting research, and collaborating with cross-functional teams to deliver accurate resolutions.
- Manage critical connectivity workflows, prioritized tasks, and ensured secure and efficient healthcare data exchange, including lab results, imaging, appointments, and prescriptions.
- Foster strong client and vendor relationships via calls, emails, and Salesforce, improving issue response times and ensuring operational alignment.
- Collaborate with global teams, including Network Operations and Development, to address operational challenges and drive unified approaches to complex issue resolution.
- Execute additional tasks assigned by the manager, driving team goals, optimizing workflows, and contributing to the expansion of operational capabilities.
Junior Support Engineer (Cloud and Infrastructure)
LTI, Mindtree
Chennai
05.2022 - 02.2024
- Maintained a 98% SLA adherence rate, ensuring high-quality technical support for international clients and significantly improving client satisfaction scores.
- Conducted over 80% training sessions for new hires, reducing onboarding time by 30% and enhancing team capabilities in handling technical support and cloud infrastructure issues.
- Generated over 75% actionable ageing ticket reports using Power BI and advanced MS Excel, leading to a 40% improvement in operational efficiency.
- Delivered high-quality technical support to international clients, resolving critical issues and adhering to SLAs using ServiceNow and Mwatch ticketing tools.
- Resolved member provisioning and application-related queries by demonstrating expertise in G-Suite, Office 365 licensing, and Google Admin tools.
- Conducted training sessions for new hires, equipping them with industry knowledge and streamlining onboarding processes to enhance team capabilities.
- Generated actionable ageing ticket reports and operational insights using Power BI and advanced MS Excel to facilitate data-driven decisions and improve efficiency.
- Designed and maintained SOP documentation through workshops, ensuring knowledge retention and establishing consistent operational practices across the organization.
- Improved customer experience by creating and implementing SLAs, streamlining workflows, and prioritizing critical issues for timely resolution.
Education
Bachelor's Degree - Electronics & Communication Engineering
Easwari Engineering College
01.2021
Skills
- Technical Support and Troubleshooting
- Networking & Infrastructure
- Cloud Operations
- IT Service Management
- Crossfunctional Collaboration
- Product Support
- Troubleshooting
- Problem-Solving
- Incident Management
- Project Management
- Customer Relationship Management
Websites
Timeline
Network Control Analyst
Athenahealth Technology Pvt. Ltd.
05.2024 - Current
Junior Support Engineer (Cloud and Infrastructure)
LTI, Mindtree
05.2022 - 02.2024
Bachelor's Degree - Electronics & Communication Engineering
Easwari Engineering College