Summary
Overview
Work History
Education
Skills
Timeline
Generic
Tousif M

Tousif M

Bengaluru

Summary

Dynamic Lead Engineer at Valtech with a proven track record in team supervision and performance monitoring. Expert in ticketing systems, I enhanced customer satisfaction through effective escalation handling and training initiatives. Passionate about driving continuous improvement, I successfully optimized workflows, achieving significant efficiency gains in IT support operations.

Overview

11
11
years of professional experience

Work History

Lead Engineer

Valtech
Bangalore
12.2018 - Current
  • Led a team of 15 IT support technicians in providing Level 1 and Level 2 technical assistance to end-users across countries.
  • Managed daily operations of the IT helpdesk, ensuring prompt resolution of hardware, software, and network issues.
  • Served as escalation point for complex technical problems, coordinating with senior IT staff and third-party vendors when necessary.
  • Monitored and analyzed support ticket trends to improve response times and customer satisfaction.
  • Trained, coached, and mentored support staff, fostering skill development and maintaining high performance.
  • Developed and enforced IT support procedures, SLAs, and best practices to align with company policies and industry standards.
  • Coordinated onboarding/offboarding processes, including provisioning of user accounts, access permissions, and IT equipment.
  • Generated regular performance reports for senior management to track team efficiency and service metrics (e.g., resolution time, first-call resolution).
  • Drove continuous improvement initiatives to enhance support services and optimize workflows.

Technical Support Representative

Impelsys
Bangalore
08.2016 - 04.2018
  • Provided advanced technical support to end-users, resolving complex hardware, software, and network issues across multiple platforms (Windows, macOS, mobile).
  • Acted as the primary escalation point for Level 1/2 support teams, ensuring timely resolution of high-priority or technically challenging cases.
  • Delivered expert troubleshooting via phone, email, remote desktop tools, and ticketing systems (e.g., ServiceNow, Zendesk, Jira).
  • Maintained detailed documentation of issues, solutions, and best practices to support knowledge sharing and future problem-solving.
  • Worked closely with cross-functional teams (engineering, product, network admins) to identify root causes and implement long-term solutions.
  • Contributed to continuous improvement efforts by analyzing ticket trends and recommending process or technology enhancements.
  • Ensured adherence to IT service management standards and SLA compliance.

Product Support Specialist

Starmark
Bangalore
12.2015 - 08.2016
  • Provided product support through troubleshooting and issue resolution for customer inquiries.
  • Delivered expert troubleshooting via phone, email, remote desktop tools, and ticketing systems (e.g., ServiceNow, Zendesk, Jira).
  • Maintained detailed documentation of issues, solutions, and best practices to support knowledge sharing and future problem-solving.

Infrastructure Support Analyst

Nous Info System
Bangalore
08.2014 - 09.2015
  • Supported infrastructure systems and applications for clients across various sectors.
  • Analyzed user requirements to optimize performance of technical solutions.
  • Documented procedures and protocols for infrastructure support tasks.
  • Provided training sessions for staff on system usage and best practices.

Education

BCA - Computer Science

IVPUE College
Bangalore
07-2012

Skills

  • Customer relationship management
  • Ticketing systems (eg, ServiceNow, Zendesk, Jira)
  • Team supervision and task delegation
  • Performance monitoring and reporting
  • Training and mentoring junior staff
  • Conflict resolution and team motivation
  • Resource planning and scheduling
  • SLA and KPI management
  • Project coordination and rollout support
  • Escalation handling and decision-making

Timeline

Lead Engineer

Valtech
12.2018 - Current

Technical Support Representative

Impelsys
08.2016 - 04.2018

Product Support Specialist

Starmark
12.2015 - 08.2016

Infrastructure Support Analyst

Nous Info System
08.2014 - 09.2015

BCA - Computer Science

IVPUE College

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Tousif M