Occupation: Technical Support Specialist Company: Premier NX 05/2023 - Current • At Peak Technologies, we provide technical support to facility managers at FedEx and Walmart warehouses. • Efficiently receive and address inbound interactions from clients, internal members, and external users, delivering timely resolutions. • Determining the root cause of technical issues and fix them using MobaXterm SSH client. • Effectively communicate and raise requests via email/phone to perform power cycles for the PCs located in warehouses, keeping clients up to date with the progress of the requests raised. • Creating and resolving JIRA tickets, escalate to the QA team if issue falls under their domain. • Monitor the performance of databases among FedEx and Walmart warehouses and proactively report incidents. • Keeping ourselves updated with the changes in the SOPs or knowledge bases.

• Served as a Senior Tech Support Engineer for the US and Canadian-based trucking industry, ensuring high levels of customer satisfaction through effective technical support and issue resolution. • Demonstrated a high level of technical expertise and an ability to communicate complex technical concepts to non-technical stakeholders, contributing to a positive and collaborative team culture. • Conducted thorough analysis of data to determine the impact and prevalence of issues related to Dashcams, Vehicle Gateway, and Asset Gateway devices. • Investigated technical support requests and escalated complex issues to appropriate individuals, collaborating closely with cross-functional teams to ensure timely and effective resolutions. • Collaborated with customers to identify and troubleshoot technical issues, providing prompt and accurate resolutions to minimize downtime and improve operational efficiency. • Maintained highest C-SAT score among the team for last 2 quarters of 2022.

● Mindbridge is a BPO organization catering numerous national and international projects such as Careem, Uber, Uber Eats, Revolut and Telenor. ● We provided customer support to driver-partners and riders from South-Africa, Kenya and Ghana on the phone and in-app messages. It also included resolving technical issues and cash-related disputes between riders and drivers, providing reimbursement if the party is eligible for any. ● Escalated safety-related incidents to the IRT (Incident Response Team) to COE in Cairo. ● Kept customers up-to-date with the status of already reported queries. ● Maintained SLAs as per client's requirement by lowering AHT, and scoring decent QC evaluations by delivering accurate prompt resolutions.