Akeel Rizwan Email & Phone Number

Westborough, Massachusetts, United States

Technical Support | Customer-Focused Troubleshooting | HVAC MonitoringExperienced in delivering top-notch technical support and fostering positive client relationships for US-based customers across various states. Skilled at diagnosing and resolving issues swiftly to minimize service downtime and maintain high levels of customer satisfaction.Customer Communication & Issue Resolution: Engaged effectively with clients, logging issues, offering immediate solutions, and collaborating with internal teams to resolve complex cases seamlessly.Ticket Management & Prioritization: Managed a ticketing system, prioritizing cases by urgency, and gathering regular feedback to continuously enhance service quality and effectiveness.Remote Troubleshooting: Conducted remote diagnostics for technical issues, ensuring quick resolutions and minimizing operational disruptions for customers.HVAC System Monitoring & Maintenance Coordination: Monitored HVAC installations to ensure peak performance, proactively identifying potential issues. Coordinated maintenance and service schedules with customers and contractors to deliver timely, efficient service.Comprehensive Documentation: Maintained thorough records of all maintenance activities, troubleshooting steps, and customer interactions to ensure transparency and continuity in service.Training & Mentorship: Led training sessions for new team members focused on HVAC monitoring protocols and customer support best practices, fostering a skilled and responsive support team.

Sri Lanka

Operations Support Specialist | Workflow Optimization | Salesforce AdministrationExperienced in streamlining operations and enhancing cross-departmental collaboration through effective workflow monitoring and support for CRM systems. Adept at analyzing data, managing communications, and supporting operational reporting to drive productivity and alignment with company goals.Production Workflow Optimization: Ensured efficient processing by monitoring workflows, identifying bottlenecks, and recommending improvements for smoother operations.Salesforce Application Support: Worked closely with team members to provide insights and training on the Salesforce application, simplifying usage and troubleshooting admin-level issues.Ticketing System Management: Managed a ticketing system to prioritize and address urgent Salesforce-related issues in collaboration with the vendor, improving response times and issue resolution.Data Analysis & Reporting: Support inventory tracking, production analysis, and performance metrics reporting for more informed decision-making.Cross-Department Collaboration: Fostered alignment across departments, improving workflows to meet company objectives and enhance overall productivity.

Srilanka

Supported in managing an Inventory Management System.

Colombo, Western Province, Sri Lanka

IT Support | Sales Operations Contributor | Supply Chain ManagementDetail-oriented IT support specialist with a strong background in basic networking and maintenance of computer systems. Proficient in managing invoicing processes, supporting sales teams, and ensuring accurate inventory records to enhance operational efficiency and customer satisfaction.IT Support & Networking: Provided essential IT support for basic networking tasks and oversaw the maintenance of a small network of computers to ensure optimal performance.ERP System Management: Handled invoicing and billing processes through the ERP system, ensuring accuracy and timely execution of financial transactions.Sales Operations Support: Assisted the sales team by addressing customer inquiries, optimizing sales operations, and contributing to enhanced customer interactions.Hardware Troubleshooting: Monitored and troubleshot hardware devices, including printers and barcode scanners, ensuring minimal downtime and effective operations.Inventory Management: Managed purchase order delivery notes and updated inventory stock levels to maintain accurate records and facilitate seamless supply chain operations.Customer Satisfaction: Ensured customer satisfaction through timely follow-ups and effective communication with stakeholders, fostering positive relationships.

Panadura,Srilanka

Dedicated to focus on enhancing team efficiency and optimizing workflows through practical solutions and proactive mentorship. Experienced in troubleshooting and maintaining seamless IT operations, collaboration, and empowering colleagues with essential skills.Enhanced Team Efficiency: Proactively recommended practical solutions to help colleagues overcome daily challenges, streamlining operations and boosting overall team productivity.Optimized Staff Workflow: Implemented preventive measures to minimize maintenance-related issues, ensuring uninterrupted workflows and improved operational efficiency.IT Mentorship: Guided and trained employees new to desktop applications, enhancing their confidence and proficiency in essential software usage.Facilitated Issue Resolution: Served as a key contact for IT and operational troubleshooting, efficiently handling network issues, operating system installations, system migrations, and CCTV surveillance to maintain smooth operations.Promoted Collaboration and Knowledge Sharing: Fostered a supportive team environment by encouraging peer collaboration and sharing insights, enhancing both productivity and teamwork.

Higher National Diploma In Software Engineering, Information Technology

Activities and Societies: Member in AIESEC clubCurrently following my Higher National Diploma in Computer Science (Specializing.

International Advanced Level (Physical Science), Mathematics

Completed G.C.E Ordinary Level Completed International Advanced Level in Mathematics