Sufyan . Email & Phone Number

Islamabad, Pk

Islamabad, Islāmābād, Pakistan

Provided L1/L2/L3 customer support for a SaaS, Hosted and On-prem Products, resolving technical issues through Intercom chats and email, maintaining a 95% customer satisfaction rate.Analyzed customer feedback to identify trends and provide actionable insights to the product team, contributing to a 20% reduction in common user issues.Achieved an FCR rate of 85%, significantly improving customer satisfaction and reducing follow-up queries.Voted as the Top Performer in my role by Support Vice Presidents, showcasing exceptional performance and dedication.Developed internal knowledge libraries and user-facing content, including FAQs and how-to guides, enhancing self-service capabilities for customers.Supported cloud infrastructure using AWS and Azure, and managed containerization and orchestration with Kubernetes and Docker to ensure seamless operations and scalability.Acted as the primary liaison between customers and engineering teams, ensuring timely resolution of complex technical issues.Deployed and managed monitoring tools (Datadog, ELK Stack, Grafana) to diagnose and resolve technical issues, improving system performance.Created and updated knowledge bases and training materials, enhancing team efficiency and customer satisfaction.Developed and integrated AI support solutions, including 'VSAT' VoIP SIP Analysis Tool, GFI Logs Analyzer streamlining automation processes and improving system interactions.Implemented advanced AI technologies to enhance the support process for over 70+ diverse products, resulting in improved operational efficiency and robustness.Developed and integrated RESTful services for AI tools and Bots, streamlining automation processes and improving system interactions, data retrieval, and data processing.Supported cloud infrastructure using AWS and Azure, and managed containerization with Kubernetes and Docker, ensuring seamless operations and scalability.

Islamabad, Islāmābād, Pakistan

Developed complex technical scripts and programs (shell, Batch, PowerShell, Python) to automate the deployment processes and enhance efficiency.Automated the deployment of ASM-based single instance and Oracle RAC using shell and expect scripts, streamlining the process.Automated the deployment of Java-based products on Linux OS, improving efficiency and reducing manual effort.Demonstrated expertise in virtualization, Linux, databases, and Windows Server, effectively managing and delivering large-scale enterprise IT projects.Provided 24/7 L2 support and successfully handled mission-critical and complex tasks, promptly andefficiently resolving data loss issues.Responsible for strategic migration, automation, and adaptation of deployment procedures for operating system upgrades, encompassing Red Hat, CentOS, and Windows Server environments. Development of Puppet custom modules. This initiative is designed to streamline the upgrade process, enhance system reliability, and ensure seamless adaptation to the latest OS capabilities, thereby optimizing IT infrastructure performance and security across multiple platforms.Utilized trace analysis, source code, and advanced debugging tools to analyze problems and developcustomized solutions to meet customer needs.Acted as a technical resource for broad and complex issues, providing in-depth technical training to other engineers.Installed, configured, and administered products and operating systems, ensuring optimalperformance and reliability.Provided remote assistance and technical support to clients, promptly resolving issues and ensuringcustomer satisfaction.Developed organizational tools using VBA, PHP, Python, and Node.js, enhancing productivity and streamlining processes.

Jhangi Hamid, Islāmābād, Pakistan

Managed and provided technical assistance to the support team, ensuring high-quality results and customersatisfaction.Conducted daily 1:1 check-ins, fostering open communication and addressing any issues or concernspromptly.Implemented an end-to-end process for incidents, requests, and escalations, improving visibility andstreamlining operations.Achieved consistent improvement in both quality and productivity on a week-to-week basis, optimizing teamperformance.Played a key role in the organization's growth by identifying, interviewing, and onboarding top talent, ensuringa high-performing support team.Defined new processes and developed successful playbooks that contributed to the team's success andefficiency.Maintained clear and concise documentation of processes and procedures, facilitating knowledge transferand ensuring consistency.Diligently proofread all written communication and documentation, ensuring accuracy and professionalism.

Islamabad, Islāmābād, Pakistan

Represented clients and effectively communicated with corporate customers via telephone, writtencorrespondence, and electronic services to identify and provide solutions for technically complex problems in Java-based products.Efficiently managed customer relationships, thoroughly documenting cases and ensuring timely resolution of issues.Collaborated with cross-functional teams to address technical issues, leveraging resources from different groups to deliver comprehensive solutions to customers.Reported software bugs and customer suggestions to the product group, contributing to ongoing product improvement and development.Managed products and operations, providing 24/7 support and ensuring smooth functioning ofsystems.Demonstrated breadth of technical experience, including TCP/IP and general networking skills, enabling effective troubleshooting and problem-solving.Handled customer service requests according to service level agreements (SLAs), ensuring timely andsatisfactory resolution of issues.Followed up on open issues, liaising with end customers to seek resolutions and maintain high customer satisfaction.Troubleshot scripts and codes, conducting debugging to identify and resolve technical issues.Provided solution support, collecting user feedback and preparing service preparation documentation to enhance service delivery.Demonstrated flexibility to work weekends or after hours as required, ensuring continuous support and availability to customers.Interacted with suppliers and partners, fostering collaborative relationships and ensuring smooth operations and service delivery.Monitored and troubleshooted application performance, implementing enhancements to optimize system performance.Provided operational and application support to clients in production, ensuring smooth functioning and minimizing downtime.

Islāmābād, Pakistan

Led a team as the Team Lead of TIBCO Operations, effectively managing and coordinating tasks to ensuresmooth operations and timely resolution of customer issues.Developed and implemented processes in TIBCO Business Works to transform data to and from XML,enhancing data integration and improving efficiency.Troubleshot and resolved customer issues in a live environment, demonstrating strong problem-solving skillsand ensuring customer satisfaction.Proactively followed up on open issues and collaborated with end customers to seek resolutions, maintainingeffective communication and fostering positive relationships.Conducted thorough code troubleshooting and debugging, swiftly identifying and resolving issues to minimize downtime and optimize system performance.Extensively worked on web services using SOAP over JMS, leveraging technical expertise to deliver high-quality solutions.Carried out tests, including user acceptance testing for change requests, ensuring the successfulimplementation of new features and functionalities.Executed product deployment activities at customer premises, ensuring seamless integration and minimizing disruptionsAnalyzed and developed workflows using Tibco Middleware and BPM (iProcess), optimizing businessprocesses and enhancing efficiency.Monitored, troubleshooted, and enhanced application performance, proactively identifying and resolving issues to ensure optimal system functionality.Developed intermediate solutions in EAI, ESB, and Oracle, leveraging technical expertise to deliver high-qualitysolutions.Developed Business Works processes as per test cases and deployed them in UAT environments, ensuringthe successful implementation of new functionalities.Designed transformation processes using TIBCO Business Works to efficiently transform data between sourceand destination, improving data integration and accuracy.

Islamabad, Islāmābād, Pakistan

Developed and executed detailed project plans, ensuring the successful delivery of iOS software applications within specified timelines.Played a key role in the full product life cycle, from initial design and development to final deployment, ensuring high-quality and user-friendly applications.Adhered to best practice standards in Objective-C, resulting in clean and efficient code that was easily maintainable and scalable.Generated mobile-friendly versions of existing websites, enhancing user experience and expanding the reach of the company's online presence.Utilized XCode and Instruments for efficient development and debugging, ensuring the reliability and stability of the applications.Optimized bandwidth, memory, and performance to reduce total data costs, resulting in improved efficiency and cost savings for the company.Maintained clear and concise documentation, facilitating seamless collaboration and knowledge transfer among team members.Actively sought opportunities for professional growth and development, staying updated with the latest trends and advancements in iOS development.