Muhammad Adeel
Kuala Lumpur,Malaysia
Summary
PC Support Engineer, CompTIA A+ Certified, adept at cultivating long-term partnerships with lucrative clients. Knowledgeable in PC hardware and components configurations. Successful career history comprising more than 9 years.
Overview
9
9
years of professional experience
1
1
Certification
Work History
L2 Technical Specialist
Lenovo
09.2019 - Current
- Handle technical query from Level 1.5, TSM, UCC, and other teams, ensuring timely resolution of issues within agreed service levels
- Handle complex technical escalations coming through sales force, support team, and account managers to resolve them in timely manner
- Provide advanced technical support and troubleshooting for Lenovo hardware and software products, ensuring detailed documentation of issues and solutions
- Develop and cultivate relationships with customers, vendors and Lenovo management
- Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides, to aid in the quick resolution of common issues
- Identify trends in escalated issues and recommend improvements to processes, products, or services to reduce recurrence of these issues
- Design and implement change leading to improvement in KPI
- Identify areas for KPI improvement to help the team achieve its goals
- Provide and present investigation, root cause analysis and case chronology when needed
- Support service quality improvements including QA audits, technical review, reporting and process enhancements
- Provide feedback to the TSM/CC manager for any opportunities on improvement.
L2 Customer Quality Specialist
Lenovo
08.2017 - 09.2019
- Provide training to vendor and support teams on quality control processes and standards
- Conduct rigorous testing on products to identify any defects or areas for improvement
- Analyze quality data and metrics to identify trends, patterns, and areas of improvement r
- Prepare detailed reports on quality performance and suggest corrective actions
- Maintain comprehensive documentation of quality control processes, test results, and improvement initiatives
- Recommend and implement process improvements to enhance product quality and reduce defects
- Collect and analyze customer feedback to identify quality issues and areas for product enhancement
- Implement changes based on customer insights to improve overall product quality
- Manage quality-related projects from inception to completion, ensuring timely delivery of quality improvements.
Senior Technical Support Executive
Lenovo
05.2015 - 08.2017
- Provide comprehensive technical support to end-users for Lenovo PC hardware, software, and peripherals
- This includes diagnosing, troubleshooting, and resolving hardware and software issues
- Perform regular maintenance tasks, such as system updates, hardware upgrades, and routine inspections, to ensure optimal performance of Lenovo PC systems
- Carry out the installation, configuration, and maintenance of desktop applications (Office 365, Windows 7, 10, Microsoft Office Suite, Internet Explorer 11, Microsoft Edge, Google Chrome, SCCM remote control, SharePoint, and remote access)
- Monitor and manage inventory of Lenovo PC hardware and related components, ensuring adequate stock levels and timely replacement of defective parts
- Offer remote support to users, utilizing remote access tools to diagnose and resolve issues without the need for on-site visits
- Work closely with other IT teams, such as network administrators and software developers, to resolve cross-functional issues and improve overall system performance.
Education
Master's in Information Systems -
Islamic International University Malaysia
Kuala Lumpur, Malaysia04.2016
Bachelor of Business Management -
Anglia Ruskin University
United Kingdom04.2013
Skills
- Desktop Administration
- Technical Support
- Local Area Network (LAN)
- Wide Area Network (WAN)
- Hardware Installation
- Software Installation
- Operating Systems
- PC Troubleshooting
- Computer Repair
- Service-Level Agreements (SLA)
- PC building
- Office 365
- Smart Devices
- Routers
- Salesforce, Team Viewer and Microsoft Dynamics CRM
Websites
Certification
- CompTIA A+ Certification, 01/2023, COMP001022089196
- AWS Partner: Accreditation (Technical), 07/2021
- AWS Partner: Cloud Economics Accreditation, 07/2021
Languages
Urdu
Native or Bilingual
English
Full Professional
Timeline
L2 Technical Specialist
Lenovo
09.2019 - Current
L2 Customer Quality Specialist
Lenovo
08.2017 - 09.2019
Senior Technical Support Executive
Lenovo
05.2015 - 08.2017
Master's in Information Systems -
Islamic International University Malaysia
Bachelor of Business Management -
Anglia Ruskin University