Sr. Professional Services Engineer
Flex Tech Solutions
Total years of experience :4 years, 11 Months
• Experienced Technical Head for Digital Signature Solutions with a track record of successfully managing end-to-end project lifecycles. Skilled in customer requirement gathering, analysis, and providing appropriate technical solutions that meet client needs in terms of functionality, technicality, and budget. Proficient in performing tendering processes, including RFP, SOW, and technical proposal preparation. Adept at project planning and ensuring smooth onboarding, technical training, and ongoing support for clients, ensuring their complete satisfaction. Demonstrated expertise in maintaining strong relationships with top clients in the UAE.
• Able to learn New Solutions & Technologies, implement it at client site & provide support for the same. Manage network servers, technology tools and setup accounts and workstations.
• Troubleshoot issues and outages and prepare accurate and timely reports.
• Maintaining good relationship with our clients and managing the technical issues for Queue Management System for the client RAKBANK and IT supports issues for other clients.
• Windows OS/ Server formatting, rebuilding, reimaging via Acronis and installing virtual OS/Server through VMware Workstation etc.
• Managing and handling technical aspects for clients such as, Glencore, ENOC, RAKBANK, Sharjah University, Deyaar, Dubai Financial Market, Miral Group and more across UAE.
• Testing new technology and provide timely resolutions for incidents reported and response to business users within SLA
• Installation, managing & troubleshooting Windows OS & servers. Incident Management via Manage Engine | Providing technical support to clients and effectively resolving issues
L1 Administrator (Technical Support Engineer)
Corresponded to be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing technical support to client Bluehost (web hosting) at Diya Systems.
Facilitated with providing technical support to customers and troubleshooting a variety of technical and non-technical issues that customers experience with their web hosting plans and services.
Formulated with handling concurrent 3 chats and resolving the issues for the customers
related to the website, emails and DNS, SSL and domain related issues.
Moderated to provide immediate response to customer inquiries in accordance with service
standards.
Worked on Salesforce tool which is our CRM platform for assisting customers online.
Collaborated with debugging website issues including - \[Scripting - PHP, HTML and a few
other scripting languages\] Databases: MySQL, PhpMyAdmin \[CMS - WordPress, Joomla,
Drupal\].
Email issues on shared hosting plans and on applications like Google Suite, office 365
\[ECommerce and Domain related issues\] \[Account and product inquiries including setup and
installation\] \[Billing inquires\].
Coordinated with research and identify solutions to software and hardware issues.
Persuaded to ask customers targeted questions to quickly understand the root of the
problem.
Provided technical support for level-one escalation issues via help desk.
Collaborated to do multitasking and meet specific goals set by supervisors and the
managers.
Facilitated to approach situations with an open and curious mind, taking on challenges with
an eye for opportunity.
Corresponded with the ability to take complex problems, simplify them and thinking
creatively to solve them.
Developed as a strong communicator with the confidence to engage and talk to a wide range
of people and who and views team collaboration as instrumental to achieving success.
Key Achievements:
Being a part of the team and I have done sales and leads which added good sales and leads target to the team.
I have worked as a team and became top performer of the team for a week multiple times with my highest rating 4.94/5.00.
As a team, I have given my best performance and I was appointed as the web coach of the team so that I can train my juniors in my team.
Collaborated with teammates and we have won inter competition between teams and was awarded.
Participated in Tech Vision held at Sahyadri College of Engineering and Management. Undergone “Soft Skills” and “Aptitude” training from 10 seconds, 2017-18. Project done on ‘Smart Heart Disease Prediction System.
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