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Syed Zubair, technical support engineer

Syed Zubair

technical support engineer·Dell Technologies

India

Bachelor's degree, Business Administration

Work experience

Total years of experience: 5 years, 5 months

technical support engineer

May 2022 - Present

Dell Technologies

Bengaluru, India

May 2022 - Present

Provide end to end support for hardware and software issues
Pro efficiency full -fledged technical and software knowledge.

Respond to customer queries via inbound calls, emails, chat, and web tickets within defined SLAs

Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.

Update users about request status and close request when users are satisfied with solutions

Level 1 troubleshooting mainly related to desktop/OS, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.

Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups
Detailed Documentation of incidents Reported.
Company industry:
IT Services
Job role:
Information Technology

Technical Support Engineer

May 2022 - Present

Dell Technologies,

Bengaluru, India

May 2022 - Present

Key achievements:
• Managed end-to-end workflow of 20+ concurrent service requests, ensuring timely execution, accurate
tracking, and SLA adherence.
• Coordinated with cross-functional teams to resolve complex issues, ensuring smooth process continuity
and stakeholder alignment.
• Maintained detailed documentation and tracking records, improving reporting accuracy and audit
readiness.
• Analyzed recurring issues and trends, contributing insights to improve operational workflows and
efficiency.
• Acted as a primary point of contact for escalations, ensuring timely communication and resolution across
teams.
• Supported internal tools and documentation systems to maintain data consistency and process compliance.
• Contributed to process improvement initiatives by identifying workflow gaps and implementing structured
solutions.
Company industry:
IT Services
Job role:
Information Technology

technical support executive

January 2021 - April 2024

24/7.ai

Bengaluru, India

January 2021 - April 2024

Troubleshoot internet related issues.
Setting up smart home devices like WIFI, Mobile and Tablets.
Solution seeking with logic and analytical abilities.
Speaking to customers to quickly understand the root of the problem and fix it.
Prioritize and manage several open issues at one time.
Document technical knowledge in the form of notes and manuals.
Ability to complete any given tasks in timely manner.
Attend team meetings and share best practices followed within the organization with colleagues.
Company industry:
IT Services
Job role:
Information Technology

Technical Support Executive

January 2021 - April 2022

Best Buy- 24/7.ai,

Bengaluru, India

January 2021 - April 2022

• Managed multiple customer cases simultaneously, ensuring accurate tracking, prioritization, and
timely resolution.
• Maintained structured documentation and knowledge base articles to improve team efficiency and
consistency.
• Communicated with customers and internal teams to ensure issue resolution and service quality.
• Identified recurring issues and contributed to process improvements and workflow optimization.
Company industry:
Installation & Technical Services
Job role:
Support Services

Education

HKBK college of engineering

October 2023

October 2023

Bachelor's degree, Business Administration

India

Bangalore North University

January 2023

January 2023

Bachelor's degree, Business Administration

India

Skills

Software Support
Expert
Software Support
Expert
Hardware Support
Expert
Hardware Support
Expert
Windows Support
Expert
Windows Support
Expert
Customer Service Management
Expert
Customer Service Management
Expert
IT Technical Support
Expert
IT Technical Support
Expert
microsoft office
Expert
microsoft office
Expert
RAID
Intermediate
RAID
Intermediate
Network configuration
Intermediate
Network configuration
Intermediate
Installation
Intermediate
Installation
Intermediate
Management
Intermediate
Management
Intermediate
Backup
Intermediate
Backup
Intermediate
customer management
Expert
customer management
Expert
hardware and software installation
Expert
hardware and software installation
Expert
Technical documentation
Expert
Technical documentation
Expert
System Administration
Intermediate
System Administration
Intermediate
Printers
Intermediate
Printers
Intermediate
Education
Expert
Education
Expert
Hardware Support
Expert
Hardware Support
Expert
Production
Intermediate
Production
Intermediate
Sales
Intermediate
Sales
Intermediate
Hardware
Expert
Hardware
Expert
Computer Hardware Troubleshooting
Expert
Computer Hardware Troubleshooting
Expert
Computer Hardware
Expert
Computer Hardware
Expert
Desktop Support
Expert
Desktop Support
Expert
Technical Support
Expert
Technical Support
Expert
IT Technical Support
Expert
IT Technical Support
Expert
Customer Service
Expert
Customer Service
Expert
Troubleshooting
Expert
Troubleshooting
Expert
AutoCAD
Expert
AutoCAD
Expert
Administration
Expert
Administration
Expert
SQL Server
Intermediate
SQL Server
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
COMPLIANCE REQUIREMENTS
Intermediate
COMPLIANCE REQUIREMENTS
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
ELECTRONIC DATA INTERCHANGE
Intermediate
ELECTRONIC DATA INTERCHANGE
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
STAKEHOLDER COMMUNICATIONS
Intermediate
STAKEHOLDER COMMUNICATIONS
Intermediate
WORKFLOW MANAGEMENT
Intermediate
WORKFLOW MANAGEMENT
Intermediate

Languages

English
Expert
Hindi
Expert
Urdu
Beginner
Kannada
Beginner

Training and Certifications

Certifications
Server Foundations V2

Hobbies

  • State Football player
    I won state championship in state football team