Adnan Khaliq
Islamabad,PK
Summary
Professional support engineer with proven track record in delivering results and driving impactful solutions. Skilled in troubleshooting, system analysis, and providing top-tier technical assistance. Strong focus on team collaboration and flexibility with evolving requirements. Reliable and results-driven with expertise in problem-solving and customer service.
Overview
12
12
years of professional experience
Work History
Principal Support Engineer
Wiseman Innovations
Islamabad
01.2023 - Current
- Enhanced system performance by identifying and resolving complex technical issues.
- Conducted regular reviews of support procedures, recommending changes to optimize performance and efficiency.
- Managed incident response efforts, minimizing impact on business operations and client satisfaction.
- Assisted in the development of detailed project plans while managing timelines and resources for successful execution.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Connected to computer of client using remote link to install programs and applications.
Senior Tech Support Engineer
Wiseman Innovations
Islamabad, Pakistan
10.2021 - Current
- Providing product support to clients over email, phone and ticketing portal in the Population Health Management industry
- Help answer the product related queries and address any technical issues that a client may be facing
- Forwarding the reported issues to the concerned team internally while maintaining close contact with client and keeping them posted
- Escalating issues as per the severity of reported issues
- Ensuring issues are addressed within the stated SLA's
- Conducting a daily internal meeting with all departments to discuss the issues reported by clients, set expectations, prioritize the issues and answering any questions that internal teams may have for any particular issue
- Making sure there are no bottlenecks when a ticket is assigned to a team and it gets addressed within the SLA
Support Lead
Broadpeak Technologies
Islamabad, Pakistan
12.2019 - Current
- Leading Client Success and Technical Support teams on four franchise industry-focused products
- The team handles client onboarding, training, and technical support aspects of operations
- Addressing extensively and independently client's enquiries, support tasks, and mobilizing with full-stack teams to get the work done
- Coordinating with the clients as their first point of contact in the case of ad-hoc issues primarily and non-routine nature
- Supervising the client onboarding, implementation and on-going QA from both the back-end and front-end functionality
- Supervising client relationship management and periodic touch-points to maintain contact
- People management across Client Success and Client Support team, from routine to ad-hoc matter both at a professional and personal level
- Ensuring adherence to company policies across the Client Success and Support team, and ensuring the balance between supervision and monitoring
- Reporting on the weekly performance, both at an individual and collective level to local and international offices
- Ensuring timely and prompt support ticket resolution, as well as response time maintenance
Associate Lead Support
Broadpeak Technologies
Islamabad, Pakistan
08.2017 - 12.2019
- Communicate with clients over email, ticketing portal and phone calls
- Address clients product related issues within the agreed upon SLA's
- Provide feedback to product owner(s) on client requirements and product updates
- Assign tickets to support developers, QA and Release teams
- Monitor, assign and prioritize incoming support requests
- Handle weekly support release for bug fixes
- Keeping the product knowledge base portal up to date for clients
- Identifying bugs and analyzing ticket trends to present in weekly support huddle
Technical Support Engineer
Broadpeak Technologies
Islamabad, Pakistan
03.2014 - 08.2017
- Providing support to Edible Arrangements International franchises via remote connection
- Providing Network support which includes the setup and troubleshooting of Routers/Firewalls, Network Printers and troubleshooting all kinds of small LAN issues
- Setup and administration of Microsoft Windows including Windows OS also Windows server platforms including server 2003, SBS 2008 and Server 2008 R2
- MS SQL server installation and database administration
- Setting up and monitoring the central database backup management system and also resolving the database backup problems
- Resolving issues related to Applications and Systems from installations to maintenance
- Deployment and Configuration of all the new application and technology updates
- Communicating with Vendors and ISP's
- Training new hires
Resident Engineer
Interactive Convergence
Islamabad, Pakistan
03.2013 - 03.2014
- Providing application training to clients
- Resolving issues related to network and system
- Identifying and escalating issues in application
Education
BS(IT) -
University of Azad Jammu and Kashmir
Kotli, AJK01.2009
Skills
- Communication Skills
- Customer Care
- Customer Service
- Problem Solving
- Technical Support
- Application support
- Ticketing systems
- Troubleshooting and diagnostics
Awards
Employee of the Month, Broadpeak Technologies, 01/2018
Hobbies and Interests
- Football
- Cricket
Timeline
Principal Support Engineer
Wiseman Innovations
01.2023 - Current
Senior Tech Support Engineer
Wiseman Innovations
10.2021 - Current
Support Lead
Broadpeak Technologies
12.2019 - Current
Associate Lead Support
Broadpeak Technologies
08.2017 - 12.2019
Technical Support Engineer
Broadpeak Technologies
03.2014 - 08.2017
Resident Engineer
Interactive Convergence
03.2013 - 03.2014
BS(IT) -
University of Azad Jammu and Kashmir
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