Kay Khan

Detail-oriented Technical Support Specialist and Software Engineering student with hands-on experience in technical troubleshooting, system support, issue documentation, and cross-functional collaboration. Experienced in diagnosing and resolving software and platform issues, managing user workflows, and maintaining service continuity in fast-paced technical environments. Building foundational knowledge in Linux system administration, TCP/IP networking, DNS, and Windows Server environments through academic coursework and self-directed learning.

Known for structured problem-solving, clear technical communication, ownership, and adaptability. Eager to contribute strong troubleshooting, documentation, and system support skills to a technical operations team.

Technical Support Specialist - Outsource Tel. - Lahore, Pakistan

(2025-09)

• Provide technical support for Routeware (EnCORE), a SaaS-based platform, handling system-level troubleshooting related to user management, service workflows, and platform functionality
• Monitor platform behavior, identify recurring issues, and document troubleshooting steps to maintain system stability and service continuity
• Diagnose and resolve technical issues related to scheduling, routing, billing, reporting, and user workflows following structured troubleshooting methodologies
• Gather detailed issue information, reproduce reported problems, and escalate unresolved system issues to appropriate internal technical teams
• Collaborate with cross-functional teams using Azure, Outlook, and Slack to support issue resolution and maintain operational continuity
• Create and maintain accurate Zendesk documentation covering system issues, resolution steps, and recurring support patterns aligned with documentation policies and practices
• Guide clients through platform functionality and user management workflows to improve software adoption and reduce system-related confusion
• Support user access management and workflow configurations to ensure proper system usage across client environments

Escalation Desk Executive - IBEX Global Solutions - Lahore, Pakistan

(2024-08 - 2025-03)

• Handled complex and high-priority technical and service escalations from Tier 1 agents, applying structured troubleshooting to identify root causes and deliver timely resolutions
• Managed escalations independently while maintaining calm communication, ownership, and adherence to resolution policies and practices
• Coordinated with internal departments to investigate cases, validate system and account information, and complete issue resolution
• Maintained accurate documentation of escalation cases, system interactions, and resolution steps
• Applied analytical problem-solving to clarify root causes, assess system-related concerns, and implement appropriate solutions

Customer Service Representative - IBEX Global Solutions - Lahore, Pakistan

(2023-03 - 2024-07)

• Delivered front-line technical and service support, assisting customers with account management, order tracking, and system-related inquiries
• Maintained an average quality score of 88% while consistently meeting service and schedule adherence expectations
• Followed escalation protocols to route unresolved or complex system issues to appropriate technical teams
• Accurately documented customer interactions, issue details, and resolution actions in line with documentation policies and practices
• Developed strong troubleshooting, active listening, and communication skills through high-volume technical support environments

Bachelor of Science - Software Engineering - University of Management and Technology (UMT) (2022-09)

Diploma - English Language - PEARL Institute of IT