Qasim Asad Email & Phone Number

Serving as a technical expert and primary point of contact for Comcast Technology Solutions VIP clients, ensuring their technical issues are resolved promptly and effectively, while providing in-depth technical support, troubleshooting complex issues, and implementing solutions to enhance the customer experience in conjunction with collaborating with internal teams, including Software Engineering and Operations, to resolve customer incidents and improve service offerings.Key Responsibilities:Technical Support and Troubleshooting: *Diagnose and resolve complex technical issues related to Comcast's products and services. *Perform root cause analysis to prevent recurrence of issues. *Utilize advanced technical knowledge to support the deployment and integration of products.Customer Engagement: *Maintain strong relationships with clients, acting as a trusted advisor. *Provide regular updates to clients on the status of their issues and projects. *Offer guidance and support during the implementation of new technologies.Collaboration and Coordination: *Work closely with cross-functional teams to escalate and resolve issues. *Coordinate with product development teams to provide feedback on customer experiences and suggest improvements. *Participate in on-call rotations to provide 24/7 support for critical issues. *Manage High Impact Incident Responses to gather the necessary Product and Operational teams in order to coordinate Critical Incident Resolution efforts to reduce overall impact.Project Management: *Oversee technical projects from initiation to completion, ensuring they are delivered on time and within scope. *Develop and maintain project documentation, including timelines, risk assessments, and status reports. *Use project management tools and methodologies to track progress and communicate effectively with stakeholders.

Seattle, Washington, United States

* Initial trail Blazer for Dedicated Support Engineer (DSE) role* Part of Dedicated Incident Response team – immediate response to escalations for life of the software.* Laid foundational groundwork for DSE role processes to provide premium support experiences for VIP clients* Provide training and keeping detailed customer specific workflow in documentation with easy to follow troubleshooting steps in order to facilitate quick turnarounds on issues for peers.* Lead regular customer meetings to review incidents, performance, and process, including quality of service reports.* Utilizing advanced knowledge of Linux, HTTP protocol, RESTful web services, and client/server interactions to troubleshoot issues and provide solutions.* Create and communicate escalations to internal teams to ensure comprehensive action items for product issues as the customer advocate.* Implementing specialized customer proactive monitoring and alerts through internal tools* Write formal Root Cause Analysis documents, as well as lead Incident retrospective meetings with product development teams

Greater Seattle Area

• Part of a 24/7/365 Operations team, in providing support for both internal and external customers, as well as third-party vendor implementations.• Work with a ticketing system, Parature, Service-Now, to acknowledge, mitigate, resolve, and track customer-related issues.• Utilizing knowledge of Linux, HTTP protocol, RESTful web services, and client/server interactions to troubleshoot issues.• Responsible for monitoring the health of servers across multiple data centers world-wide, taking action to resolve alerts, errors, warning, and performance issues, and escalating to the appropriate teams when necessary• Support deployment automation for the Product Development team via Rundeck

Master Of Science, Project Management, 4.0

Bachelor’S Degree, Applied Computing With Minor In Business Administration