MUHAMMAD ZEESHAN
Technical Support Engineer
Chantilly,VA
Summary
- Enterprise-Level Technical Support: 5+ years of experience providing Tier 3 B2B SaaS support for fleet management, asset tracking, telematics, and API integrations. Skilled in troubleshooting hardware, software, and API-related issues for enterprise clients.
- Incident Management & Monitoring: Proficient in using JIRA, Grafana, Redash, DataDog, and Pendo for issue tracking, debugging, and performance monitoring.
- SQL & Data Analysis: Basic ability to read and write SQL queries for data extraction and modification within databases.
- API & Web Technologies: Experienced in API testing and integrations using Postman, collaborating with backend engineers to resolve complex technical issues.
- Sales & Account Management: Proven track record of B2B and B2C sales, lead generation, and revenue growth, with hands-on experience in outbound sales, client acquisition, and product demonstrations.
- CRM & Customer Success: Expertise in Salesforce, Zendesk, and Salesloft for managing sales pipelines, tracking customer interactions, and optimizing customer engagement strategies.
- Technical Consultation & Product Demos: Strong ability to present, demonstrate, and consult on technical products and solutions for enterprise clients, ensuring seamless product adoption and retention.
- Collaboration and Cross-Functional Communication: Worked closely with Customer Success Managers (CSMs), Backend Engineering, Marketing, and Sales teams to resolve issues, improve customer satisfaction, and drive business growth.
- Customer Satisfaction & Performance Metrics: Consistently maintained high CSAT scores through effective issue resolution, proactive customer engagement, and technical expertise. Demonstrated a strong ability to balance efficiency with customer-centric solutions, contributing to improved retention, and overall satisfaction.
- Training and Documentation: Created and maintained knowledge base articles, troubleshooting guides, and help center documentation to enhance self-service support and internal training.
- Market Research & Business Development: Conducted competitive analysis, market research, and trend analysis to identify new business opportunities, and refine sales strategies.
Overview
14
14
years of professional experience
Work History
Senior ENT Technical Support Engineer L3
Motive (Formerly KeepTruckin)
02.2022 - 02.2025
- Provided enterprise-level technical support for fleet management, asset tracking, telematics, safety, and API integrations
- Worked closely with Customer Success Managers (CSMs) and the Backend Engineering team to resolve complex customer issues
- Diagnosed and troubleshot hardware, software, and API-related problems for enterprise clients
- Utilized JIRA, Grafana, Redash, DataDog, and Pendo for incident management, monitoring, and debugging
- Assisted with API testing and integrations using Postman and provided technical guidance to clients
- Managed and monitored customer interactions, escalations, and issue resolution through ticketing systems, utilizing Salesforce, Genesys, and Zendesk
- Created and maintained knowledge base articles, help center documentation, and troubleshooting guides to improve self-service support
- Provided product demonstrations and technical consultation to enterprise customers, ensuring seamless adoption and usage
- Acted as a liaison between customers and engineering, reporting bugs, feature requests, and product improvements
- Consistently met KPIs for resolution time, customer satisfaction, and issue escalation management
Account Executive/Technical Support L2
Touchstone Communications
10.2019 - 04.2021
- Managed B2C sales operations, driving revenue growth through lead generation and conversion strategies
- Engaged with prospective clients via outbound calls, emails, and live demos to understand their needs and offer tailored solutions
- Developed and maintained strong client relationships to ensure customer satisfaction and repeat business
- Utilized Salesforce and other CRM tools to track sales performance, manage leads, and optimize sales pipelines
- Collaborated with the marketing team to refine outreach strategies and improve customer engagement
- Consistently exceeded sales targets and KPIs, achieving top performer recognition multiple times
- Delivered post-sales support to ensure a smooth onboarding experience and customer retention
- Conducted market research to identify new business opportunities and stay ahead of industry trends
Sales Executive
TRG (The Resource Group) – DGS (Digital Globe Services)
05.2016 - 10.2018
- Managed B2B and B2C sales operations, focusing on digital marketing solutions for clients in the telecom and technology sectors
- Consistently achieved and exceeded sales targets, contributing to the company's revenue growth
- Conducted cold calling, lead generation, and customer consultations to identify and meet client needs
- Delivered product presentations and demonstrations to showcase value propositions and close deals
- Maintained strong client relationships, ensuring high customer satisfaction and retention
- Utilized CRM tools (Salesforce, Salesloft, Genesys & Zendesk) to track leads, manage sales pipelines, and improve conversion rates
- Collaborated with cross-functional teams, including marketing and customer success, to optimize customer engagement strategies
- Trained new sales representatives, enhancing team productivity and performance
Internee – Transmission and RF Departments
Huawei Telecom Company
02.2014 - 02.2015
- Worked in the Transmission and RF departments, gaining hands-on experience in telecom operations
- Assisted in technical troubleshooting and supported engineers in optimizing network performance
Internee – Power Plant Operations
Wartsila Power Plant
12.2012 - 12.2013
- Monitored and maintained daily log sheets for a Wartsila 18V38 twin 22 MW multi-fuel engine power plant
- Supervised operations from the central control room and ensured efficient plant performance
- Kept detailed records of maintenance activities and provided operational support
Internee – Electrical and Instrumentation Department
Kohat Cement Factory
07.2011 - 09.2011
- Collaborated with operation and design engineers to complete multiple tasks
- Assisted in the maintenance and troubleshooting of electrical and instrumentation systems
Education
Bachelor of Science - Electronics Engineering
Iqra University
08-2012
Skills
- Technical support
- Technical troubleshooting
- System troubleshooting
- Technical documentation
- Application support
- Product knowledge
- Project management
- Debugging techniques
- Technical solutions development
- Analytical thinking
- Bug tracking
- Operating systems expertise
- Problem-solving
- User training
- Process improvement
- Ticket queue software
- Network engineering
- Technical fault tracking
- Customer service
- Critical thinking
- JIRA systems
- Log analysis
- Service log management
- Support case resolution
- Client communication
- Remote support
- Escalation support
- Training and mentoring
- Malfunction diagnosis
- Access issue resolution
- Scripting languages
- Ticket management
- Email communication
- Customer success management
- Hardware troubleshooting
- Incident management
Personal Information
Date of Birth: 01/17/89
Languages
- English
- Urdu
- Pushto
References
References available upon request.
Timeline
Senior ENT Technical Support Engineer L3
Motive (Formerly KeepTruckin)
02.2022 - 02.2025
Account Executive/Technical Support L2
Touchstone Communications
10.2019 - 04.2021
Sales Executive
TRG (The Resource Group) – DGS (Digital Globe Services)
05.2016 - 10.2018
Internee – Transmission and RF Departments
Huawei Telecom Company
02.2014 - 02.2015
Internee – Power Plant Operations
Wartsila Power Plant
12.2012 - 12.2013
Internee – Electrical and Instrumentation Department
Kohat Cement Factory
07.2011 - 09.2011
Bachelor of Science - Electronics Engineering
Iqra University
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