Syed Qaseem
Senior technician engineer
Bangalore,Karnataka
Summary
Leveraging over 8 years of exposure in delivering support for various clients across United Kingdom, USA (United States), Australia, New Zealand, and APAC (Asia Pacific). Worked directly with on site engineer in the customer location. Over all 6 years experience in handling customer support and on site support. Sound exposure in support Management including effort estimation, requirement gathering & analysis and getting more business and assigning the task to the team and updating the status reports templates Skillful in client interaction, understanding clients’ business requirements and handling & delivering critical cases assignments under challenging schedule and without any production issues. Efficient business analyst and technical support engineer Expert in managing projects in multicultural and multivendor environment. Proficient at handling multiple type of Cases assignments viz. Leave 3 engineers. A competent professional with over 4 years of experience including in Incident Management. Presently associated with Hewlett Packard GlobalSoft Private Limited, Bengaluru as technical support engineer Experience in providing incident management services within specified TAT (Turn Around Time). Core knowledge in providing appropriate technical support to the customers; excellent troubleshooting and customer handling skills. Sound understanding ITIL (Information Technology Infrastructure Library) process including service desk support structure, SLA (Service Level Agreements), Incident & Problem, Change and Release Management. Ensured continuous interaction with the customers to make sure that area of concern can be worked upon for improved service levels. An effective leader with strong communication, analytical and problem-solving skills. Implementing new processes and special initiatives to enhance and support the business needs of clients. Resolving business issues and opportunities within set time frames. Working in tandem with Senior Managers across the business (globally). Ensuring that the team is appropriately aligned with and allocated to all incident queues. Addressing incident resolution issues in accordance with procedures. Providing end-to-end Event Incident Management Service beginning from the time of logging to closure.
Flexible Technical Support Engineer with 20 years of experience helping clients maintain smooth operations. Expertise in [desktop, laptops, workstations and tine clints ] systems and [hard were] environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
20
20
years of professional experience
2
2
Certifications
Work History
Senior Technical Support Engineer
Hewlett-Packard
Bangalore
01.2006 - 09.2025
- Implement Complaint management system for internal Hp employees with application support and hardware support the platform will also have the capability to interact with the Service & Repair application.
- Spearheading steady state operations & implementing Service Improvement Plans.
- Ensuring timely and high-quality service delivery and SLA compliance.
- Initiating process changes when required for better data delivery.
- Preparing server utilization plans for running the various processes.
- Coordinating with Managers for process related issues including hardware and software issues as well as service level agreement with other teams.
- Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the client’s and the organization’s end.
- Spearheading all technical support & troubleshooting operations to clients within defined SLA and assisting in achieving monthly and daily targets.
- Reviewing daily activities & preparing detailed comprehensive reports for sending to operations and clients.
- Providing support to the end users, troubleshooting customer queries and setting up of networks on different operating systems and all other hardware devices.
- Extending high-end technical support on Servers; providing support to solve various technical issues.
- Conducting periodic reviews with the customer and analyze calls and their trends to take proactive measures to reduce knowledge-based calls.
- Administering complete incident management services to key UK (United Kingdom) clients.
- Extending 1st level troubleshooting and technical support for HP/Third Party Value Products (Servers, Storage Devices, Arrays, etc.).
- Logging technical support cases for hardware/software related issues.
- Preparing periodic SLA reports used by the Account Support Teams.
- Providing end-to-end Event Incident Management Service beginning from the time of logging to closure.
- Effectively event managing the incident cases to ensure compliance to defined Service Level Agreement.
- Providing regular E-mail support to customers regarding access/security issues.
- Contacting HP (HEWLETT PACKARD) resource control to ensure scheduled parts delivery at customer site.
- Driving the efficiency and effectiveness of the incident and problem management process.
- Liaising with HP/Third Party Engineers to ensure scheduled repair visit to the customer site.
- Providing Level 3 (L3) support for desktops, laptops, workstations, and thin clients means handling the most complex and difficult technical problems that cannot be resolved by lower-tier support staff. L3 specialists are subject matter experts, engineers, or developers with deep knowledge of the underlying infrastructure, systems, and hardware.
- Project Title: Hewlett-Packard
- Client: Hewlett-Packard
- Led troubleshooting initiatives for complex technical issues, enhancing system performance and improving customer satisfaction.
- Mentored junior support engineers, fostering skill development and promoting effective problem-solving strategies within the team.
- Implemented process improvements for support workflows, resulting in faster resolution times and increased operational efficiency.
- Analyzed customer feedback and support metrics to identify trends, driving enhancements in service delivery and user experience.
- Coordinated cross-functional collaboration to resolve critical incidents, ensuring minimal downtime and maintaining service level agreements.
- Developed and maintained comprehensive documentation for technical support processes, improving knowledge sharing and team training efficiency.
- Based on your request for resume experience statements for the role of Senior Technical Support Engineer at Hewlett-Packard, here are eight statements tailored to reflect the responsibilities and skills associated with this position:
- Diagnosed and resolved complex technical issues, enhancing system performance and reducing downtime for end-users.
- Led cross-functional teams in the implementation of new support tools, streamlining workflows and improving response times.
Education
MBA - Information Technology
04.2001 -
passed in February 2005 first class
Master of business Administration 2010 first class
- Completed Coursework: [Azure Fundamentals ], [29 feb 2024]
Certification
Microsoft Certified : Azure Fundamentals
Additional Information
worked for Mobiot Technologies as a part time to get experience manual testing and automation testing for 2 years .
Timeline
Microsoft Certified : Azure Fundamentals
02-2024
CCNA
12-2013
Senior Technical Support Engineer - Hewlett-Packard
01.2006 - 09.2025
Kalinga University - MBA, Information Technology
04.2001 -