Ajaz Shareef

Experience

• 

  HCL Infosystems Ltd.

  Sept 2014 - Sept 2018

  Senior Technical Support Engineer

  - Take inbound and outbound calls to resolves the Business and Residential customer issues - First and second level support roles including: Ticket logging, maintaining remedy reports, updating cases notes and troubleshoots to compromised email - Provide broadband configuration support on multiple OS and hardware - Troubleshoot system, wireless network set up and E-security - Configure and install various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, QoS) - Set up new user accounts and profiles and deal with E-mails issues - Prioritise and manage many open cases according to the priority and severity of the issue - Respond within agreed time limits to call outs to maintain SLA - Ensure customer issues are resolved in the most efficient manner - Escalate the customer complaints to relevant departments if needed - Maintain call quality structure as per the company requirements - Achieve targets on various Retention channels or campaign- Rapidly establish a good working relationship with customers Show less

• 

  Genpact

  Oct 2018 - Jul 2023

  Senior Application Support Specialist

  -Reviewing, Analyzing, Investigating and Enforcement.-Manage Policy Compliance and processing different requests related to application workflow coming from Developers via email or chat bot-Testing and monitoring of web and mobile applications running behind local intranet and server to server. -Investigate and resolve process and technical issues, provide feedback and insight to stakeholders to improve and maintain developer’s operations.-Follow-up developers concern issues, until it resolved-Identifying and enforcing the applications designed for Spam, Data Collection, Terrorist activity, Political agenda and Anti-money laundering-Accept process requests related to the product, applications, spams and appeals and assess them in compliance with the platform policy guidelines and GDPR -Take prompt action while maintaining highest standard of quality and accuracy. -Undertake periodic mandatory training such as GDPR, AML, KYC, Cyber Security etc -Report potentially abusive content, enforce policies on non-compliant apps, reaching to the concerned person and providing them timeframe to fix the issue. -Complete all tasks including the handling of all complex issues and queries, to a high quality, to meet client requirements in a timely and accurate manner Show less

• 

  ESP Global Services

  Mar 2024 - now

  Senior IT Deskside Engineer