Analyst Technical Support with 3+ years of experience with working in high pace agile environment and providing L1-L2 support to Global customers. Having expertise in AWS SAAS and Windows products operations. Having hands on experience and knowledge of Programming and BI Tools in Windows and Linux environments.
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Experience
Elixir Technologies
Apr 2019 – Present
Islamabad
Technical Support Analyst
Handled product related queries while communicating with global clients on Production monitoring,
Product migration, Database migration, Installation and Deployment.
• Worked on CRM tools like Salesforce, Kayako for reporting, case management and Dashboard creation.
• Expertise in Elixir Windows and SAAS products operations.
• Closely coordinating with business development teams working at Elixir global office.
• Offered remote support for cloud-based and web-based clients via phone, email and chat.
• Experienced in SSMS / Access Database installation, configuration and deployment.
• Performing QA of multiple Customer Environments through Rigorous Regression Testing. Detecting,
reporting and tracking bugs using JIRA Platform.
• Scheduling weekly meetings to cope up with on-going problems and reported issues by the client
managers. • Actively performing User Acceptance Testing
• Assisting the completion of projects within deadlines, highlighting escalated issues, and
communicating the status accordingly to all stakeholders.
• Worked closely with new comers and conducted dozens of knowledge sharing sessions and training's. • Responsible for clarifying client requirements, business needs, and project objectives, via feedback
sessions and client meetings, in collaboration with all stakeholders
