Technical Support Analyst - CIK Telecom | RS Markeeting - Karachi
(2024-11)
- Resolved 95% of technical support cases within 24 hours, significantly reducing customer downtime. Conducted root-cause analysis of recurring technical issues, leading to an 80% reduction in repeat customer complaints.
- Achieved a 90% increase in customer satisfaction scores through timely and effective troubleshooting.
- Enhanced team performance by 95% by refining issue escalation procedures and optimizing response workflows.
Technical Support Engineer & TQM Officer - Sybrid-StormFiber - Karachi
(2024-05 - 2024-11)
- Provided technical support for over 1,000 clients, addressing and resolving network issues and optimizing service delivery. Decreased customer complaints by 95% through the implementation of quality control checks and troubleshooting best practices.
- Reduced network downtime by 80% by implementing proactive monitoring and diagnostic systems.
- Led Total Quality Management (TQM) initiatives, improving internal processes and customer satisfaction by 90%.
- Mentored 4 new support team members, increasing team productivity by 95% and ensuring consistent service quality.
INTERNEE - Sukkur Electric Power Company - SUKKUR
(2023-06 - 2023-07)
- Played a key role in analyzing and resolving technical faults, reducing power generation downtime by 60%.
- Enhanced equipment reliability by 15% through the implementation of preventive maintenance protocols.
- Contributed to a compliance audit that achieved 100% adherence to operational standards.
