Hi, I’m
Zaid Rafiq
IT Technical Support
Istanbul,Besyol
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
1
year of professional experience
1
Certification
Work History
Tech Mahindra
IT Technical Support Specialist
02.2023 - 02.2024
Job overview
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and LAN networks.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to technical support needs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Responded promptly to incoming sales leads and requests for technical support.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
Education
Techboxx
CCNA (Routing and Switching
Techboxx
CCNP (Routing and Switching)
University of Kashmir
B.E in Electronics and Communication Engineering
Green Valley Educational Institute
Altinbas UniversityMahmutbey Istanbul
Master of Science from Information Technology
08.2025
Skills
- Call Centre Operations
- Product Troubleshooting
- Issue Troubleshooting
- TCP/IP
- Complaint resolution
- Customer service expert
- Account Management
- Technical Troubleshooting
- Technical issues analysis
- Appointment Scheduling
- Ticket support system management
- Information Protection
- Service support
- Hardware diagnostics
- Network diagnostics
- Systems Analysis
- Technical Support
Certification
- Cisco Certified Network Associate Routing And Switching (CCNA R/S), Techboxx, 02/2022
- Cisco Certified Network Professional Routing And Switching (CCNP R/S), Techboxx, 05/2022
Languages
English
Proficient
C2
Urdu
Proficient
C2
Kashmir
Proficient
C2
Work Preference
Work Type
Part TimeLocation Preference
RemoteHybridImportant To Me
Work-life balanceWork from home optionCareer advancementTeam Building / Company RetreatsPersonal development programsTimeline
IT Technical Support Specialist
Tech Mahindra
02.2023 - 02.2024
Techboxx
CCNA (Routing and Switching
Techboxx
CCNP (Routing and Switching)
University of Kashmir
B.E in Electronics and Communication Engineering
Green Valley Educational Institute
Altinbas University
Master of Science from Information Technology