Navaira Fida
Sugar Land
Summary
Tenured Technical Support Engineer II with expertise in Microsoft enterprise products, specializing in troubleshooting Outlook, Exchange, and Teams for federal clients (GCCH/DoD). Proficient in diagnosing complex technical issues, analyzing logs and traces, and collaborating with cross-functional teams to ensure compliance with service level agreements. Experienced in mentoring and onboarding new team members while consistently exceeding quality assurance and customer satisfaction benchmarks. Holds a Fairfax security clearance, reflecting a commitment to maintaining high standards of security and professionalism.
Overview
7
7
years of professional experience
Work History
Overnight Engineer II
Teknowledge
01.2024 - 12.2025
- Delivered overnight Tier II support for Microsoft Premier, Enterprise, and GCCH/DoD clients, ensuring SLA compliance and secure issue resolution.
- Partnered with global IT professionals and system admins to coordinate cross-platform troubleshooting and escalate cases.
- Diagnosed and resolved complex Microsoft Teams issues by analyzing logs, call flows, and network traces.
- Collaborated with leadership and peers to fast-track resolution of critical issues.
- Consistently surpassed QA and leadership expectations in accuracy, professionalism, and case management.
- Contributed to a 10% boost in team-wide customer satisfaction scores and QA metrics.
- Continuously trained in new diagnostic tools and Microsoft protocols to stay current with evolving technologies.
- Mentored 5+ new hires on systems, tools, and best practices, reducing onboarding time.
Technical Support Engineer II
Teknowledge
11.2021 - 12.2023
- Represented Microsoft in supporting enterprise clients with Outlook and Exchange-related issues across web, desktop, and mobile platforms.
- Maintained SLA response standards (3 hours for regular, 1 hour for critical cases).
- Managed case flow using the S.O.A.P. method and tracked resolution paths via Rave.
- Utilized tools like SaRa, Fiddler, ETL, Powerlift, and MFCMapi for precise troubleshooting.
- Identified multi-layered technical issues and escalated to SMEs or filed bug/design requests.
- Provided internal knowledge-sharing through team meetings and contributed to case efficiency improvements.
- Handled 15+ cases per day while consistently receiving 5-star feedback.
Technical Support Specialist
RQI Partners, LLC
04.2022 - 09.2022
- Delivered technical support for 8x8, Talkdesk, and other enterprise platforms.
- Independently resolved operating system, software, and connectivity issues.
- Met SLA metrics while providing quality assistance and follow-up on support tickets.
- Escalated complex issues to Tier 2 and participated in team collaboration meetings.
Sales Associate & Cashier
JCPenney
07.2018 - 07.2020
- Processed 100+ transactions daily through POS systems while maintaining customer satisfaction.
- Handled online order fulfillment, returns, and cross-departmental duties.
- Trained new cashiers and resolved front-end hardware issues.
- Consistently met daily sales goals exceeding $50,000 in merchandise value.
Student Intern – Network Support
Per Scholas
01.2020 - 06.2020
- Completed 500+ hours of full-time training in IT infrastructure and troubleshooting.
- Gained foundational knowledge in networking, hardware, software, and diagnostic procedures.
Education
GED -
The Community College of Baltimore County
Baltimore, MD2016
Relevant Coursework -
Community College of Baltimore County (CCBC)
Baltimore, MD2017
Network Plus, Google Plus - Information Technology
Per Scholas
Baltimore, MD2020
Skills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- Customer support
- Technical documentation
- Teamwork and collaboration
- Technical expertise
- Product knowledge
- Training and mentoring
- Attention to detail
- Interpersonal communication
Languages
English
Urdu
Pashto
Hindi
Timeline
Overnight Engineer II
Teknowledge
01.2024 - 12.2025
Technical Support Specialist
RQI Partners, LLC
04.2022 - 09.2022
Technical Support Engineer II
Teknowledge
11.2021 - 12.2023
Student Intern – Network Support
Per Scholas
01.2020 - 06.2020
Sales Associate & Cashier
JCPenney
07.2018 - 07.2020
GED -
The Community College of Baltimore County
Relevant Coursework -
Community College of Baltimore County (CCBC)
Network Plus, Google Plus - Information Technology
Per Scholas