Nabeel Mirza

Director / CEO - 360 Trade LTD

(2023-04)

Major Post Sales Consultant - Apogee Corporation LTD - National

(2019-02 - 2023-04)

Supporting a range of print management solutions including Equitrac, Safecom, Papercut Everyone Print, UniFLOW, Cloud printing solutions
Using remote access software to assist our customers in resolving complex solution/server related issues
Work on customers site when required for Proof of concepts and engage in project work with major clients
Provide technical escalation management through 3rd parties i,e. Kofax and ITS
Taking ownership of escalated calls and controlling through to resolution
Ensuring customer satisfaction

Professional Services Technician - Apogee Corporation - Maidstone

(2018-03 - 2019-02)

Providing 1st line support for a wide range of external clients remotely
Supporting a range of print management solutions including Equitrac, Safecom, Papercut
Being able to provide support for Canon, Ricoh, Konica Minolta, Samsung, HP devices

IT Helpdesk Analyst - Apogee Corporation Ltd - Maidstone

(2017-06 - 2023-04)

Using remote access software to assist customers in resolving print, scan, fax, colour queries and network related issues.

Using remote access software to assist our customers in resolving print, scan, fax, colour queries and network related issues, in addition to providing assistance to field engineers for IT support
Providing 2nd line support in a Contact Centre environment
Managing Support Inbox and taking ownership of new service & fault tickets in a fast-paced environment
Logging, assigning tickets using various helpdesk systems
Assisting customer in printing network issues identifying the issue and also diagnosing them too
Travelling to customer sites and resolving on site issues

Service Centre Advisor - Contact Centre

(2016-11 - 2017-05)

Providing 1st line support in a Contact Centre environment
Managing Support Inbox and taking ownership of new service & fault tickets in a fast-paced environment
Ensuring all tickets were correctly logged, evaluated and prioritised in the ticketing system in-line with SLAs
Ensuring prompt follow ups are carried out on P1, P2, P3 tickets, escalating where necessary
Ensuring the remote checks were made and jobs assigned to the engineers with correct skills sets
Arranging technicians visits to the end users in accordance with the agreed time frames
Answering phone calls and liaising with the client/external companies for providing regular feedback seeking additional information
Closely coordinating with both internal and external point of contacts through to resolution until an Mall-clear confirmation received from the end user(s) before closing tickets
Closely coordinating with the fellow service desk colleagues and engineers for completing all required tasks/works within tight SLAs
Ensuring calls were answered promptly & professionally to provide best customer services with prompt & timely follow ups, adopting pro-active approach to meet & exceed expectations

Freelance Contracting - FICO - Birmingham

(2016-09 - 2016-11)

Take part in a IT Migration project for 3 different offices in the UK
Laptop Handovers (Dell, Lenovo, Apple)
Post Migration checks
Checks with end user to ensure correct migration of data and software functionality this would include MS Office, Outlook, VPN, Printers etc
Installing additional authenticated software packages to meet client requirements
Imaging and upgrading PC's and laptop's with operating systems (Windows & Mac), using various technologies including ImageX

IT Helpdesk Assistant - Aston University IT Services - Birmingham

(2014-09 - 2015-08)

Providing 1st line support in Higher education environment
Logging, assigning tickets using various helpdesk systems
Imaging and upgrading PC's and laptop's with operating systems (Windows & Mac), using various technologies including ImageX
Installing additional authenticated software packages to meet client requirements
Setting up and troubleshooting Apple and installing compatible software products
Providing 2nd line support to when required by desktop support team
Handling wide range of IT issues involving various software packages i.e Mathworks
Exposure to Cisco Nortel and Avaya products
Operating Systems: Windows 98, Vista, 7, and 8
Active Directory, Creating and administering user profiles and security groups
Managing Follow-me printing systems
Installing and administering Antivirus and Malware packages

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