Summary
Overview
Work History
Education
Skills
sections.external_links.name
Custom
Accomplishments
Certification
Timeline
Generic

Zaid Zahoor

London,United Kingdom

Summary

Technical Support Engineer with experience providing 1st and 2nd line support with a solid foundation in customer service, network management and cloud computing, gained through hands-on school-based assessments and practical experience. Skilled in troubleshooting operating systems (macOS, Linux OS), hardware, enterprise networks, RESTful APIs’ and SaaS applications. Adept at managing cross-functional teams, improving operational efficiencies, and providing exceptional customer support. Passionate about driving business success through technology-driven strategies.

Overview

5
5
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work History

Technical Support Specialist

365 Retail Markets
UK
05.2023 - 10.2024
  • Ensuring continuous operations and minimal disruptions in a fast-paced enterprise network environment by providing second-line IT support
  • Identifying and resolving intricate technical issues across macOS, Android, Windows and Linux platforms, including tasks related to OS deployment and configurations
  • Providing expert support for critical network services such as DHCP, DNS, TCP/IP VPN, firewalls including SD-WAN ensuring seamless connectivity and uninterrupted operations
  • Troubleshooting and managing RESTful APIs to maintain services for clients
  • Conducting hardware maintenance activities and utilising command-line tools to efficiently troubleshoot and resolve faults, ensuring best system performance
  • Administering Slack for users, managing channel creation, access controls, and workspace settings to ensure smooth communication and collaboration across departments
  • Leading and inspiring support teams to achieve outstanding performance, fostering collaboration, and maximising team efficiency
  • Implementing ITIL best practices to streamline support workflows and enhance service delivery, resulting in heightened customer satisfaction
  • Cultivating strong relationships with stakeholders at all organisational levels through clear communication and effective support.

Technical Support Engineer

Amazon
India
01.2020 - 09.2021
  • Provided comprehensive technical support to end-users in a corporate environment, addressing hardware, software, and network issues promptly and effectively
  • Managed and prioritized incoming support tickets through a ticketing system (Zendesk), ensuring timely resolution and meeting service level agreements (SLAs)
  • Acted as the primary point of contact for technical issues, utilizing strong problem-solving skills and technical expertise to diagnose and resolve complex issues efficiently
  • Facilitated the setup, configuration, and deployment of hardware and software, including desktops, laptops, mobile devices, and business applications
  • Collaborated with cross-functional teams to implement IT projects and initiatives, providing input and support to enhance IT systems, processes, and infrastructure
  • Contributed to the development and maintenance of technical documentation, knowledge base articles, and standard operating procedures (SOPs) to support efficient issue resolution and knowledge sharing
  • Conducted user training sessions and workshops to educate employees on IT tools, resources, and best practices, empowering them to utilize technology effectively and resolve basic technical issues independently
  • Participated in IT security initiatives, including security awareness training, vulnerability assessments, and incident response, to mitigate security risks and ensure data protection.

Education

MSc Network Management and Cloud Computing - undefined

Middlesex University
UK
09.2021 - 11.2022

Bachelor of Technology in Computer Science and Technology - undefined

Islamic University of Science and Technology
India
08.2015 - 08.2019

Skills

  • Linux OS, macOS Windows Server
  • TCP/IP, VPNs, DNS, DHCP, firewalls, SD-WAN
  • Jira, Confluence

Custom

  • India Regional Award Scholarship, UK
  • CCNA- Routing and Switching, TechBoxx, India
  • Introduction to Computer Science: Harvard University CS50x
  • Global ICT Competition at Huawei, UK
  • Solution Architect Associate (AWS): Cetpa, India
  • Industrial Training Certificate: BSNL Ltd.
  • Author: Efficient Design for Smart Environment Using Raspberry Pi with Blockchain and IoT accepted as a FULL paper for inclusion in the workshop program For IEEE GRID Conference 2023, Bangalore, India.

Accomplishments

  • Documented and resolved [Issue], contributing to [Result].
  • Collaborated with team of [Number] in development of [Project name].
  • Implemented [Type] process, streamlining work and increasing efficiency [Number]%
  • Supervised team responsible for executing well on projects, leading to [Number]% increased revenue.
  • Upsold additional products, increasing monthly revenue [Number]%

Certification

CCNA Routing and Switching

AWS ( Solutions Architect Associate)

Timeline

Technical Support Specialist

365 Retail Markets
05.2023 - 10.2024

MSc Network Management and Cloud Computing - undefined

Middlesex University
09.2021 - 11.2022

Technical Support Engineer

Amazon
01.2020 - 09.2021

Bachelor of Technology in Computer Science and Technology - undefined

Islamic University of Science and Technology
08.2015 - 08.2019

Similar Profiles

CREATE PROFILE
Zaid Zahoor