Microsoft Office
Syed Yousuf
Bengaluru
Summary
Customer-focused professional with extensive experience in technical support, client engagement, and enterprise solutions. Proven ability to enhance customer satisfaction, drive product adoption, and build long-lasting relationships. Expertise in delivering tailored solutions, conducting training sessions, and ensuring seamless customer onboarding and retention. Adept at managing customer escalations, analyzing feedback, and collaborating across teams to exceed client expectations.
Overview
13
13
years of professional experience
Work History
Senior Technical Support Engineer
RealWear Technologies India Pvt Ltd
09.2019 - Current
- Delivered engaging product presentations and tailored training sessions to enhance customer understanding and adoption
- Managed customer relationships, providing on-site and remote support to troubleshoot and resolve issues efficiently
- Acted as a technical liaison for enterprise clients, addressing complex requirements and aligning solutions with business objectives
- Conducted root cause analyses for reported issues, implementing corrective actions to improve customer satisfaction
- Partnered with Independent Software Vendors (ISVs) to certify and publish applications, optimizing client workflows
- Administered NetSuite for enterprise resource planning, streamlining business operations
- Spearheaded R&D initiatives to improve support systems and contribute to product innovation
Technical Analyst (DevOps)
Sonim Technologies
03.2017 - 09.2019
- Conducted first-level analysis for escalated customer issues and collaborated with QA and development teams for resolution
- Provided technical support for Android systems and cloud architecture, ensuring optimal performance
- Designed and facilitated training sessions for engineers, partners, and customers
- Monitored and maintained cloud systems, proactively addressing performance issues
- Oversaw firmware and software updates, ensuring minimal disruption
- Prepared process documentation and standardized troubleshooting workflows to improve efficiency
AppleCare Subject Matter Expert (SME)
Concentrix India Private Limited
06.2012 - 03.2017
- Led teams, ensuring adherence to quality standards, and driving customer satisfaction.
- Resolved high-priority customer escalations for Apple product issues, delivering timely resolutions.
- Designed training programs for new software and hardware releases, empowering teams with updated knowledge.
- Analyzed performance metrics, identified improvement areas, and implemented strategies to optimize team productivity.
- Partnered with senior management to foster a high-performance work environment.
Education
Bachelor of Technology - Computer Science
Manav Bharthi University
07.2014
Skills
- Customer Onboarding and Training
- Relationship Building and Retention
- Product presentations and demos
- Customer Escalation Management
- Issue resolution and root cause analysis
- Technical Sales Support
- KPI Analysis and Reporting
- Workflow Optimization
- NetSuite administration
- Android OS testing and debugging
- Salesforce CRM management
- Customer Feedback Analysis
- SLA Adherence and Compliance
Accomplishments
- Best Challenger for Newcomer
- Champion Star (12/01/15), Best SME (06/01/16)
- Compliance Auditor for Apple India Voice Project
- Successfully completed Managerial Training (Global Leadership and Capability)
- Increased customer retention by implementing tailored onboarding processes at RealWear Technologies
Languages
English, Hindi, Tamil & Telugu
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Work-life balanceCareer advancementFlexible work hoursCompany CulturePersonal development programsQuote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Software
Languages
Urdu
Native language
Hindi
Advanced (C1)
C1
Tamil
Elementary (A2)
A2
Telugu
Elementary (A2)
A2
Timeline
Senior Technical Support Engineer
RealWear Technologies India Pvt Ltd
09.2019 - Current
Technical Analyst (DevOps)
Sonim Technologies
03.2017 - 09.2019
AppleCare Subject Matter Expert (SME)
Concentrix India Private Limited
06.2012 - 03.2017
Bachelor of Technology - Computer Science
Manav Bharthi University
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