Syed Ali
Technical Support Specialist
Queens,New York
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Associate Project Manager
Hash Solution
Dubai, DIFC
07.2023 - 02.2024
- Support end-to-end project management process, assisting Project Manager in overseeing development lifecycle from start to finish (MVP), ensuring requirements are met on-time and within budget completion.
- Assisted in implementing comprehensive project plan adhering to BRD; defining scope, timelines of completion, and resource allocation
- Fostered cross-functional collaboration for clear communication and alignment between FE/BE/QA development teams and stakeholders via Slack, Google Spaces, & Google Meet
- Vigilantly monitor project progress; proactively addressed risks reducing development delays by 20%
- Delivered weekly updates on KPI metrics to stakeholders
- Involved in execution of QA test plans ensuring strict adherence to quality standards and project timelines resulting in 50% fewer bugs/improved quality
- Evaluated team members’ performance throughout the duration of the project, providing constructive feedback for professional growth opportunities
Technical Support
WP Engine
Austin, TX
01.2022 - 06.2023
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Utilize Zendesk chat/phone and ticketing system to manage and concisely document technical support issues, ensuring timely resolution of customer issues
- Assisted large customer base (5000+) with onboarding migrations; Domain configuration, DNS routing, SSL certificate installation, billing, etc.
- Provided technical support to 40-50 clients daily on chat. 20-25 on phone.
- Resolved 30-35 technical support inquiries per day
- Parse NGINX and Apache server logs to obtain relevant Access and Error data for troubleshooting purposes and provide obtained data securely to customers for reporting purposes
- Modified WordPress installations via WP-CLI to manage WP Core, plugins/themes, database search and replace operations and full backups
- Monitor server health and statistics using command line to proactively identify issues that impact website performance
- Manage NGINX rules, encompassing tasks such as adding/removing security headers, proxy configuration, and whitelist/blacklist IP rules
- Collaborated with colleagues to troubleshoot and resolve complex customer queries
- Escalated complex issues to L2/L3 as needed with concise and clear documentation
- Achieved promotion from L1 to L1A (Advanced Support) within five months from date of hire
- Attained technical support milestone: Highest quarterly productivity rates as L1/L1A in Q3 2022 and Q1 2023
Application Analyst Intern
WPS Health Solutions
Madison, WI
05.2021 - 08.2021
- Provided L1 support using MS Exchange 2016 and ServiceNow platform to over 3000+ internal users
- Managed distribution lists/shared mailboxes using Microsoft Exchange Admin Center.
- Managed user accounts via AD and Azure Active Directory
- Managed permissions, alternate recipients, licenses, mail-forwarding, PST exports/imports
- Escalated complex requests to L2/L3 via ServiceNow
- Utilized PowerShell to run bulk update scripts to automate AD groups and user attribute configuration
- Assisted in planning and implementation of Diversity, Equity, and Inclusion projects
- Collaborated with team members to evaluate and recommend solutions to challenging problems and requests
- Actively participated in daily team stand-ups (Scrum)
- Resolved technical issues remotely for internal employees and executives via Teams/MS Outlook
Education
Associate of Applied Science - Computer Information Systems
CUNY Queensborough Community College
Bayside, NY 01.2019 - 12.2021
Skills
Technical Troubleshooting
Scrum Framework
WordPress
Customer Service
JIRA
ApacheNGINXPerformance Optimization
Debugging
CSSHTMLPython
VBScript
Quality AssuranceWeb HostingUser Acceptance TestingRegression Testing
Requirements Gathering
Risk Management
Technical Planning
Quality Control
Remote Diagnostics
Certification
CompTIA A+, 07/2021
Timeline
Associate Project Manager
Hash Solution
07.2023 - 02.2024
Technical Support
WP Engine
01.2022 - 06.2023
Application Analyst Intern
WPS Health Solutions
05.2021 - 08.2021
Associate of Applied Science - Computer Information Systems
CUNY Queensborough Community College
01.2019 - 12.2021