Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
Software Knowledge
References
Timeline
Generic
SYED IBRAHIM ZUBAIR

SYED IBRAHIM ZUBAIR

Chengalpattu

Summary

Solution-focused Technical Support Engineer known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software configuration, and system diagnostics. Excel in problem-solving, communication, and team collaboration, ensuring seamless operations and client satisfaction.

Overview

10
10
years of professional experience

Work History

Technical Support Engineer and Data Admin

Practical Logix Software Private Limited
CHENNAI
01.2023 - Current
  • Provided real-time support via phone, email, chat, and support ticket platforms to address customer and internal users' technical concerns.
  • Configured, maintained, and monitored computer systems for optimal performance.
  • Managed internal users in IAM (Okta).
  • Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Updated client requirements in the Content Management System.
  • Completed regression tests every day for the B2B website, along with updates.

Technical Support Engineer

Zoho Corporation Private Limited
Chennai
03.2022 - 12.2022
  • Helped customers in setting up new email addresses with their domains and pointing DNS records.
  • Set up the email client for customers in call, chat, email, and remote assistance.
  • Troubleshoot the email send/receive issue in webmail or the email client.
  • Went the extra mile to help the customer sort out the issue using the API and browser console.

Senior Service Desk Analyst

Tata Consultancy Services Limites
Chennai
07.2020 - 03.2022
  • Help internal users in case of technical issues over the call, chat, and email relating to software, hardware, and access issues.
  • Managed BYOD devices for users in Microsoft Intune and BB UEM.
  • Handled priority tickets and managed escalations.
  • Managed users in IAM (Microsoft AD).

Senior Service Desk Analyst

Micro Academy India Private Limited
CHENNAI
11.2019 - 05.2020
  • Handled users' technical issues in call, chat, email, and ticketing tools.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Installed computer workstations, printers, and other peripheral devices for customers remotely.

Senior Technical Support Engineer

Tech Mahindra Limited
Chennai
12.2018 - 11.2019

Senior Customer Relationships Officer

Bankbazaar(A&A Dukkan)
Chennai
09.2017 - 11.2018

Payment Assistance Executive

Matrimony.com Limited
Chennai
05.2015 - 09.2017

Education

Bachelor of Engineering - Electronic Engineering

ARM College of Engineering And Technology
Chennai, India
11-2015

Some College (No Degree) - Frontend Development And Database Development

Besant Technologies
Chennai, India

Skills

  • Technical support and troubleshooting
  • System configuration
  • Customer support
  • Incident and access management
  • Email configuration
  • Teamwork and collaboration
  • DNS management
  • Content management
  • Regression testing
  • Technical documentation
  • Remote desktop support
  • Ticket management
  • IAM management

Affiliations

  • Landscaping and gardening
  • Cooking (all cuisines)

Accomplishments

  • Best Employee of a period of 4 months
  • Managed a team of 20 in the absence of the Team Leader for a month
  • Achieved 100% quality in call, chat, and email

Languages

Tamil
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Urdu
Upper Intermediate (B2)
B2
Arabic
Beginner
A1

Software Knowledge

  • JIRA
  • Salesforce (PROD, UAT, and XAT)
  • ServiceNow
  • Splunk
  • OKTA
  • Microsoft AD
  • Microsoft Intune
  • Drupal
  • eluv.io
  • Zoho Desk
  • SIIAM

References

References available upon request.

Timeline

Technical Support Engineer and Data Admin

Practical Logix Software Private Limited
01.2023 - Current

Technical Support Engineer

Zoho Corporation Private Limited
03.2022 - 12.2022

Senior Service Desk Analyst

Tata Consultancy Services Limites
07.2020 - 03.2022

Senior Service Desk Analyst

Micro Academy India Private Limited
11.2019 - 05.2020

Senior Technical Support Engineer

Tech Mahindra Limited
12.2018 - 11.2019

Senior Customer Relationships Officer

Bankbazaar(A&A Dukkan)
09.2017 - 11.2018

Payment Assistance Executive

Matrimony.com Limited
05.2015 - 09.2017

Bachelor of Engineering - Electronic Engineering

ARM College of Engineering And Technology

Some College (No Degree) - Frontend Development And Database Development

Besant Technologies

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SYED IBRAHIM ZUBAIR