Abdul M. Email & Phone Number

London, England, Gb

London Area, United Kingdom

As a member of the company's technical support team, it is my responsibility to serve as the initial point of contact for customers who are having problems with promotions and discounts. My work places the majority of its emphasis on Programmatic and AdServer markets that make use of Real-Time bidding; however, it may also involve assisting with preferred transactions for markets that do not use AdServer.Providing user support and troubleshooting via Zendesk and Jira service managementAssigning Access via Auth0 and ExchangeChecked logs using DataDog, Kibana, and Grafana, ensuring a proactive approach to operational issues.Proficient in querying data using AWS Athena, DynamoDB, MySQL, and creating reports via Athena and QuickSight.Management Jira/ConfluenceProvided user training to new and existing users, ensuring a comprehensive understanding of applications.Successfully onboarded new starters, explaining application functionalities and communication processes (VA, SSP, Exchange).Developed and implemented policies and procedures to ensure data integrity and securityDeveloped a knowledge base of common customer issues and their solutionsDeveloped and implemented best practices for customer support that ensured customer issues were addressed in a timely mannerDeveloped a knowledge base and training material that reduced the time spent resolving customer issues.Skills Microsoft Excel - Grafana - Amazon S3 - Amazon Athena - Amazon DynamoDB - Amazon QuickSight - Linux - SQL - Jira - Jira Service Desk - Github - Jenkins

United Kingdom

As a Technical support engineer, I oversee and maintain Cybersource software systems which is a payment solution for smooth transactions between a client and their customer.-Engage with our merchants through email and ticketing system using dynamics 365 CRM-Work closely with internal and external partners, this includes L3 and developers of our merchants Keep current on product releases and updates.-Time to time go through basic to intermediate codes to investigate failing transactions, replicating our --clients steps by creating and running code in python and in web development tools (Html, CSS and Javascript)-Working on project which will be a central working harness that allows TSEs to test, replicate and view --how the under-lying code works for Cybersource integrations.-Helping Merchants to go Live from test environment by checking that their checkout page is correctly set up.-Providing support when needed to set up API keys for 3DS 2.0x

Slough, England, United Kingdom

• Providing friendly, professional 1st line technical support within the IT Service Desk from multiple sources, including emails, phone calls and tickets• Working as part of a team to help deliver small- to medium-sized IT projects• Understanding of Networking and TCP/IP Protocols• Working on project to migrate data from hard drive to one drive (cloud storage) • Using remote tools like Bogma to gain access to install, configure and delete software applications. • Understanding of Endpoint and intune • Using Azure AD to create, remove usernames and resetting passwords• Liaising with second and third line agents if problem remains unresolved• Providing support through phone and email• Logging incoming support requests online received, either through ticketing system • Maintaining the logging of tickets until the ticket is resolved• Monitored equipment and supplies inventory, promptly reordering low-stock items to guarantee service efficiencies.• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.• Monitored systems in operation and quickly troubleshoot errors.

United Kingdom

-Working closely with our senior management to provide support with up coming projects. Studying and -helping colleauge's set up for up coming Cloud training in GCP.-working along side with other teams to set up people registered in GCP to provide admin support (setting up laptops, and granting access to learning sites)-Learning about the concepts of cloud Iaas, Paas, Saas and Faas-Extracting information from Power Bi to provide our stakeholders with the data -Providing outstanding technical support to our internal clients-Experience working with multiple teams to manage workload on Agile Kanban and Jira-Answered user questions about hardware and software operation to help resolve problems Worked on -google cloud platform services like compute engine, cloud storage, cloud SQL Ability to run basic linux commands to set up web server on GCP

United Kingdom

-Provide service that enables customers to manage and control their Canon multi-function devices more efficiently -As a Service operations support I provide service that enables customers to manage and control their Canon multi-function devices more efficiently. -I help support the reduction in administration burden, increase machine up time and save the environment. -Monitoring the inbox and providing support internally and to our clientele-Working on tickets raised from tier 1, prioritising and closing tickets within SLA-Gatekeepers for the direct UK & Ireland data within the e-Maintenance system-Competent in Oracle Siebel; configuring account details, creating orders, closing tickets· Resolving client incidents and providing technical support to ensure customer devices communicate regularly with the server and any consumable ordering issues are resolved· Responsible for ensuring that the data is kept up to date and clear of any errors· Supporting both internal and external clients and Engineers in the field with reference to eMaintenance related issues· Responsible for the set-up, configuration, toner-levels and communication of these devices within the systems· Resolving escalations from outsourcing partners• Handled the sorting and distributing of mail and oversaw front desk operations.• Managed front desk operations and customer interactions.

Slough, United Kingdom

• Use of CRM to log calls and raise IT tickets.• Help customer reset their password via self-portal• Taking inbound calls within the SLA • Making outbound calls to customer to confirm activity on their account and to ensure there is no fraudulent activity.• Maintaining the safeguarding of customer’s account and personal data.• If fraudulent activity is detected, escalating the account to the appropriate team• Providing support to customers over the phone• Advising customers on all types of queries such as balance enquiries, making payments, internet banking• Updating the in house system accurately to ensure all records are up to date• Basic admin duties such as filing, data entry• Help customer reset their password via self-portal.• Reset the failure counter for their password i.e. disable and enable when needed.• Make international and business payments

• Being part of a team delivering a first class, professional telephone inbound/outbound service to support and delight our customers• Maintaining an excellent knowledge of products and services to understand customer needs• Responsible for skilfully retaining customers through positive customer relationship building• Taking ownership of customers’ concerns and act as a primary contact• Acting as a trusted intermediary between customer and departments to ensure customer satisfaction• Meeting the KPI, taking 60+ calls a day

Bracknell

• First point of contact for clients• Resolving technical difficulties• first time fix (FTF) - solving initial problems • Liaising with second and third line agents if problem remains unresolved• Providing support through phone and email• Logging incoming support requests online received, either through email or telephone• Maintaining the logging of tickets until the ticket is resolved• Meeting the KPI, 60 Calls per day• Staying within after call work time; finishing a ticket within the given time.

Higher National Diploma Level 5, Computer Science, 2:2

Level 3 Diploma, Information Technology, Double Distinction