Zaid Rafiq
Istanbul
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
1
1
year of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Tech Mahindra
02.2023 - 02.2024
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and LAN networks.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to technical support needs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Promoted efficiency among departments with prompt resolution of system issues.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
- Responded promptly to incoming sales leads and requests for technical support.
- Monitored systems in operation and quickly troubleshot errors.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
Education
CCNA (Routing and Switching -
Techboxx
CCNP (Routing and Switching) -
Techboxx
B.E in Electronics and Communication Engineering -
University of Kashmir
Green Valley Educational Institute
Master of Science - Information Technology
Altinbas University
Mahmutbey Istanbul08.2025
Skills
- Wide-area Networks
- Call Center Operations
- Product Troubleshooting
- Issue Troubleshooting
- TCP/IP
- Account updating
- Complaint resolution
- Customer service expert
- Account Management
- Application installations
- Technical Troubleshooting
- LAN/WAN
- Technical issues analysis
- Appointment Scheduling
- Ticket support system management
- Information Protection
- Service support
- Hardware diagnostics
- Software diagnosis
- Network diagnostics
- Desktop support
- Systems Analysis
- Technical Support
- User credential management
- User Support
Certification
- Cisco Certified Network Associate Routing And Switching (CCNA R/S), Techboxx, 02/2022
- Cisco Certified Network Professional Routing And Switching (CCNP R/S), Techboxx, 05/2022
Languages
English
Proficient
C2
Urdu
Proficient
C2
Kashmir
Proficient
C2
Hobbies and Interests
- Football
- Mountaineering
- Gardening
- Reading
Projects
Agreement Based Water Supply and Monitoring, In this project we proposed a module for developing a cheap, portable and an on-the-go plug in kind of mechanism of a water flow monitor module to monitor the rate of water usage per household and keep a metric of it in order to keep tabs on the water usage on a weekly, monthly, or a yearly basis and Quality checking of water. Firewall Implementation, configuration and troubleshooting for a technical network. Implementing VPNs over a private WAN for secure communication using IPSEC
Timeline
IT Technical Support Specialist
Tech Mahindra
02.2023 - 02.2024
CCNA (Routing and Switching -
Techboxx
CCNP (Routing and Switching) -
Techboxx
B.E in Electronics and Communication Engineering -
University of Kashmir
Green Valley Educational Institute
Master of Science - Information Technology
Altinbas University
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