Muhammad Nabeel Khan Email & Phone Number

Islamabad, Pk

Islāmābād, Pakistan

Offered L2 technical support for mobile applications, websites, biometric platforms, and campaign management systems.Diagnosed and resolved user-reported issues and system anomalies detected through monitoring tools.Investigated and addressed incidents and service requests within agreed-upon response times.Monitored application and system performance using tailored tools and conducted routine maintenance activities like deployments and patches to ensure optimal functionality.Responded promptly to incidents, following predefined procedures and escalation paths.Collaborated closely with development teams to deploy new features, updates, and patches seamlessly.Generated and analyzed daily reports to identify performance trends and areas for enhancement.Facilitated knowledge transfer sessions and provided mentorship to junior team members.Documented system configurations, procedures, and troubleshooting steps accurately.

Offered L2 technical support for mobile applications, websites, biometric platforms, and campaign management systems.Diagnosed and resolved user-reported issues and system anomalies detected through monitoring tools.Investigated and addressed incidents and service requests within agreed-upon response times.Monitored application and system performance using tailored tools and conducted routine maintenance activities like deployments and patches to ensure optimal functionality.Responded promptly to incidents, following predefined procedures and escalation paths.Collaborated closely with development teams to deploy new features, updates, and patches seamlessly.Generated and analyzed daily reports to identify performance trends and areas for enhancement.Facilitated knowledge transfer sessions and provided mentorship to junior team members.Documented system configurations, procedures, and troubleshooting steps accurately.

Delivered Level 1 support for Siebel CRM and IBM Maximo systems.Ensured timely resolution of Trouble Tickets and incident management utilizing CA Portal.Collaborated closely with L2 support team to resolve incidents efficiently.Proactively monitored the CRM stack using advanced monitoring tools.Raised day-to-day operational issues with relevant teams and conducted follow-ups to ensure resolution.

Northern Punjab Rawalpindi, Pakistan

Provided customer support via phone calls, addressing inquiries and resolving issues promptly.Implemented OCR (On Call Resolution) strategies to efficiently resolve customer issues during calls.Conducted outbound calls to customers as part of retention efforts, aiming to prevent customer churn.