Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rumed M Arafa

Blaine,MN

Summary

Technical support professional with robust background in resolving technical issues and enhancing user satisfaction. Known for effective troubleshooting and problem-solving skills, consistently ensuring smooth system functionality. Highly collaborative team member focused on achieving results and adapting to evolving needs, with strong communication and technical skills.

Overview

15
15
years of professional experience

Work History

Technical Support Engineer

Nagios
05.2023 - Current
  • Resolved critical application errors to facilitate uninterrupted business operations.
  • Diagnosed complex network problems, improving system uptime for enterprise clients.
  • Created detailed incident reports to accelerate issue resolution and knowledge sharing.
  • Integrated third-party applications, automating workflows and reducing manual tasks.
  • Addressed customer feedback, implementing changes to enhance product usability.
  • Guided users through technical solutions, increasing customer satisfaction and retention.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

Senior Technical Support Engineer

Veritas
10.2015 - 05.2023
  • Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
  • Maintained strong relationships with key clients through regular communication and personalized support strategies.
  • Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
  • Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
  • Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
  • Established a culture of continuous improvement within the support team by regularly soliciting feedback from colleagues and implementing their suggestions.
  • Spearheaded internal initiatives aimed at improving overall support performance metrics across the organization, leading to increased client satisfaction scores yearoveryear.
  • Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences.
  • Stayed current on industry trends, allowing for quick adaptation to emerging technologies and their associated challenges in supporting customers.

TIER 2 TECHNICAL SUPPORT ENGINEER

McAfee
02.2010 - 10.2015
  • Collaborated with cross-functional teams to identify and address recurring system issues, enhancing overall product performance.
  • Managed multiple high-priority tasks simultaneously, ensuring swift resolution of critical issues.
  • Conducted root cause analysis for persistent issues, leading to long-term improvements in product stability and performance.
  • Enhanced the quality of support by regularly participating in training sessions and professional development opportunities.
  • Leveraged remote diagnostic tools to troubleshoot customer systems effectively without requiring onsite visits, saving time and resources.
  • Assisted in the creation of internal knowledge base articles, improving access to technical resources within the team.
  • Reduced response time for customer inquiries by implementing efficient ticket prioritization strategies.
  • Handled escalated cases from Tier 1 support staff, applying advanced problem-solving techniques to resolve challenging technical situations.
  • Maintained up-to-date knowledge on company products and industry trends to provide accurate information and solutions to customers.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.


CUSTOMER TECHNICAL SUPPORT ANALYST

Thompson Reuters
10.2009 - 02.2010
  • Managed high-pressure situations with professionalism, maintaining composure during difficult customer interactions.
  • Streamlined support processes by developing comprehensive troubleshooting guides and resources.
  • Achieved higher levels of customer satisfaction by tailoring support strategies to individual needs and preferences.
  • Demonstrated adaptability in handling diverse technical environments, including various hardware, software, and network configurations.

Education

Associate of Applied Science - Networking Administration

Dakota County Technical College
Rosemount, MN
05.2009

Skills

  • Technical support
  • Technical troubleshooting
  • Problem-solving
  • Application support
  • Hardware configuration
  • System troubleshooting
  • Teamwork and collaboration
  • Customer relationship management
  • Customer service
  • Debugging
  • Issue escalation
  • Network administration
  • Network troubleshooting

Timeline

Technical Support Engineer

Nagios
05.2023 - Current

Senior Technical Support Engineer

Veritas
10.2015 - 05.2023

TIER 2 TECHNICAL SUPPORT ENGINEER

McAfee
02.2010 - 10.2015

CUSTOMER TECHNICAL SUPPORT ANALYST

Thompson Reuters
10.2009 - 02.2010

Associate of Applied Science - Networking Administration

Dakota County Technical College

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Rumed M Arafa