Aarij Hasan Email & Phone Number

Islamabad

• Monitoring and investigating SMS/WAB traffic and campaigns via Datadog and AWS.
• Dedicated support engineer (SPOC) addressing Pakistan Issues/Queries.
• Establishing SMPP connections over VPN Tunnel or over the Internet.
• Giving support for CPAAS (Communication Platform as a Service) products including Communication APIs, SMS and WAB Campaigns, Omni Channel Chat, MFA, Bots, Al Agent and number lookup.
• Managing resolutions received from the next level of support ensuring clear and high-quality communications back to the customer.
• Maintaining the quality of service provided and arranging meeting calls with the relevant stakeholders whenever required.

Islamabad

-Reporting directly to the Managing Director and Co-Founder of the company.-Working directly with the technical and QA teams to ensure timely issue resolution and customer satisfaction.-Providing technical support for multiple SaaS products.-Working on Internal processes and product documentation.-Working with the customer success team for churn.

Islamabad

-Verify and analyze functions, outputs, contents and screens of a technical SaaS application (sellerlegend.com)-Provide inputs in the betterment of standards, procedures, designs, output and features of the system.-Maintaining documentation of new and existing features of the application. Additionally, analyzing and documenting unresolved.

Islamabad

• Lead the creation and ongoing management of the Sellerlegend.com support team. From meticulously hiring the right people to giving one-on-one training to new members, to integration with the team, including optimizing.
• Currently responsible for a team of 4 that deal with a total customer base of over 1000+ users
• Using a combination of custom soft optimization techniques, managed to streamline our average ticket response time to an industry-leading 6 minutes
• Created use cases and tutorials for customer and internal staff onboarding.
• Worked with the development and engineering teams in an intimate capacity to identify and escalate technical issues and ensure they are resolved in a timely manner.
• Product Research and Data Analysis such as evaluating ticket patterns over time and providing suggestions for changes, FAQs, improvements, etc.

Islamabad

• Verify web application according to the requirements and specifications.
• Analyze application functions, outputs, contents, screens and document the bugs in the system.
• Support users inquire and respond back promptly through email/chat (Intercom)
• Provide inputs in the betterment of standards, procedures, designs, and output of the system.
• Analyze and document unresolved problems.
• Create use cases and tutorials for user training and support.

Islambad

• Worked in the IPRAN Team for Saudi-Zain Project
• Learned about Normal Site Integration
• Learned about 2G/3G/4G Technologies
• Understood the Importance of Network Safety

Islamabad

• Completed CCNA Training.
• Updated IOS of Cisco Switches.
• Implemented Network Designs on Microsoft Visio.

Islamabad

• Writing general articles, stories and news.

Ms, Engineering/Industrial Management

-Project Management -Quality Engineering -Supply Chain Management -Engineering Ergonomics and Work-Study -Product System Design and.

Bachelor Of Electrical Engineering (Electronics), Electrical, Electronics And Communications Engineering