UMAIR AHMAD
Business Service Support Executive- Engineering services
Profile summary
Technically astute management professional with over a decade of experience in the field of customer support/ Technical Support & sales within Telecom, engineering & IT industries. Possess technical expertise and hands on experience in the execution of multi-discipline technical support with capability of conducting technical trainings. Ability to work independently without guidance, under strict deadlines with diverse cultural teams. Excellent management, troubleshooting, planning, analytical, coordination, supervision with excellent oral & written communication skills. Articulate, energetic and result-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Bilingual in English & Hindi.
Career highlights
Achieved High Quality Scores: Consistently achieved 97%+ quality in the last two years while auditing the charges in British Telecom PLC, India.
Awarded Best Performer Twice: Awarded best performer twice in last 7 months while working as IT/Tech Support Associate at Wipro Limited, India.
Key skills
Professional experience
Assure the company’s revenue by going through charged investigations by on- site partner engineers for work done in network topologies for different type of clients. Proactive work to ensure uptime for executives and their systems. Includes monitoring of meetings, daily checks of office equipment, and review of system health and support inventory. Ensure personnel’s IT environment and configurations are maintained and updated with regards to technology and in particular security policies and company standards. Understand the work done by field engineers and charge them selectively based on the work they do. Act as an internal Quality Auditor to review the work done by the team. Act as a gatekeeper for all the checks required before the charges are sent to the stakeholders. Worked on orders that were stuck in the initial stage or while initiating the customer journey.
Working as a system administrator, maintain the systems and network connectivity for the organization, both hardware and software. Assisted in fault searching and problem solving in case of standstills in order to have the rides back in operation in a short time. Resolved technical queries of the team & implement regular software updates. Provided help and answers to the customers' technical issues through identification of the problem itself, research the answers and subsequent provision of guidance. Developed product knowledge documentation to serve as a technical resource.
Working for UK based ISP TalkTalk, handled real time customer escalations for different type of queries related to technical connectivity, billing, and general queries, acting as a last point of contact. Reviewed the Service Provider daily corrective maintenance reports and ensures that any identified deviations are corrected by the Maintenance Service Provider. Handled calls to resolve billing and technical issue related to networking and connectivity to the end customer. Offered friendly and efficient service to all customers, handled challenging situations with ease. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Proactively check, provide support and resolve issues for early life customers for a smooth onboarding experience. Provide technical support to the end customer for network and connectivity related issue.
- Worked on a pilot project with Wipro for improving customer service management, coordinating with the customers and stakeholders to minimize the numbers of escalations raised.
- Worked on a pilot project with BT for improving the revenue of the company, coordinating with the stakeholders to eliminate the non-relevant charges raised by partner engineers for different engineering works done.
- Consistently achieved 97%+ quality in the last two years while auditing the charges.
- Awarded best performer twice in last 7 months.