Usama Khalid
Summary
Dynamic Technical Support Analyst at Vecima Networks with a proven track record in troubleshooting complex hardware and software issues for global clients. Skilled in Linux and Virtualization, I bring skills of clear communication and collaboration to enhance product stability and maintain high service levels.
Overview
1
1
year of professional experience
Work History
Technical Support Analyst
Vecima Networks
03.2022 - 06.2023
- Provided advanced technical support for Live, Broadband, IPTV, QAM, and distributed access platforms
- Troubleshooted hardware, software, and network related issues for global service-provider customers
- Collaborated with engineering and QA teams to reproduce customer related issues and bugs for product stability
- Experience with Linux and Docker containers in a large-scale environment
- Used RPM and Yum to install and update RHEL packages
- Managed all customer cases using Salesforce, ensuring accurate documentation and timely SLA compliance
- Worked on 100s of virtualized vmware and physical Linux and Ubuntu servers
- Ensured IT hardware, software, and networking equipment are managed and maintained in accordance with processes, procedures, guidelines, and instructions
- Scheduled shipping of RMA tickets for Dell, SFPs, Hard drives, Power Supplies, and Cisco switch components
- Delivered comprehensive hands-on system administration support to maintain 24 x 7 operations
- Knowledgeable professional with experience in maintenance and troubleshooting abilities coupled with solid experience in various applications and tools.
- Excellent communication and interpersonal skills with ability to interact with user-end, technical personnel, teammates and manufacturers.
- Motivated and proficient team player with a quick to learn skills to achieve and maintain career growth.
Education
Abraham Lincoln High School
CUNY- Kingsborough Community College
Skills
- Team collaboration
- On-site technical support
- Effective communication
- Experience with Linux and Docker containers in a large-scale environment
- Technical troubleshooting
- Network management
- System administration
- Virtualization technologies
- Linux
- Problem resolution
- Customer support
- Remote support
- Customer relationship management
- Documentation practices
- Incident response
- Troubleshooting and Diagnostics
- Data collection monitoring
- Disaster recovery
- Hardware configuration
- Ticketing systems
- Operating systems
- Application support
- Incident management
- Decision-making
- User support
- Data entry
- Verbal and written communication
- Ticket support system management
- Linux programming and administration
- Microsoft outlook
Additional Information
Ensuring IT hardware, software, and networking equipment are managed and maintained in accordance with processes, procedures, guidelines, and instructions, Scheduled shipping of RMA tickets for Dell, SFPs, Hard drives, Power Supplies, and Cisco switch components, Excellent communication and interpersonal skills with ability to interact with user-end, technical personnel, teammates and manufacturers, Motivated and proficient team player with a quick to learn skills to achieve and maintain career growth, Delivered comprehensive hands-on system administration support to maintain 24 x 7 operations
Timeline
Technical Support Analyst
Vecima Networks
03.2022 - 06.2023
Abraham Lincoln High School
CUNY- Kingsborough Community College