Aashir Zia

Experience

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  Multinet Pakistan (Private) Limited

  Jul 2017 - Dec 2017

  Technical Support Engineer

  To Troubleshoot and resolve customer problems on Multinet products and solutions.Maintain high customer satisfaction throughout the process from the first call to complete problem resolution and provide ticket numbers for future reference.Provide technical support on phone for Support/Service requests. Provide phone assistance to our customers on the provision of customer services.Entertain the customer queries and provides direct technical support to the customer base on operation, troubleshooting, installation of CPE (customer premises equipment), and other products.Respond to customer (internal and external) inquiries concerning customer complaints (Support / Service) request and improves the overall functionality of provided services and related CPE (vendor equipment).To document and log all customer contacts/ queries into the support database. Show less

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  PureVPN

  Dec 2017 - Feb 2023

  - Experienced in setting up Totango ( Customer Success Management Tool ). To track customer behavior, and optimize the customer journeys with respect to onboarding / engagement and retention.- Increased the retention of the company from 38 % - 45 %.- In 2022 , generated 197 K $ in revenue while leading a team of CSM's.- Using Mixpanel, Analyze customer data to identify opportunities for improvement and growth, and work with cross-functional teams to implement solutions.- Experienced in setting up Insider ( Product Marketing Email Tool )- Help the manager in managing the CS team and improving SOPs- Prepare weekly performance report of Customer Success Engineers (CSEs)- Contribute to the team’s OKRs and ensure they are achieved- Maintain communication (via calls, emails, chats, etc.) with assigned customers- Proactively identify overall customers’ health, downgrades and up-sell opportunities- Share customers’ feedback with internal teams for product improvements-Handle and resolve escalated requests and complaints- Inspire and coach CSEs to improve their performance and growth- Identify training & development needs of CSEs- Understand and keep track of business KPIs Show less -Trained 20 + people for Customer Support / Success Operations.-Lead the CEO activity (2020) to improve product / services. -Manages the NPS activity of 3 million users globally.-Brand ambassador on the platform such as Play store , App store , Firefox and chrome extension.-Conducts effective training session to onboard new resources within Technical department.-Measures for product betterment in the form of user stories.-Design and align processes to gather maximum customer inputs through analysis and data Show less * Assisted 50 k + users with 95 % Customer satisfaction rate.1. Remote technical troubleshooting.2. VPN performance improvement advisory to clients based on experience/insights.3. Remote assistance for manual VPN configurations:-Windows (PPTP, SSTP and L2TP/PSK)-MAC (IKEv2, and L2TP)-Linux (OpenVPN and PPTP) – Ubuntu, Mint, Debian and Fedora.4. Understanding the various VPN platforms and underlying implementation.5. Assistance to OP’s Team in automation of day to day ask.6. Live chat handling and lead conversion.7. Support tickets handling. Show less

  • Customer Success Team Lead

    Sept 2021 - Feb 2023

  • Production Support Team Lead

    Sept 2020 - Sept 2021

  • Production Support Engineer

    Dec 2017 - Sept 2020
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  Logiciel Services

  Mar 2023 - Nov 2023

  Solution Engineer - Implementation Team

  - Write clean, testable, efficient and well-documented code.- Experienced working on Linux and Windows based infrastructure.- Understand the current application infrastructure of AWS and suggest changes to it.- Analyze existing SQL queries for performance improvements.- Maintain and back up databases regularly- Troubleshooting techniques and fixing the code bugs.- Collaborate with cross-functional teams to identify and fix technical issues.- Develop and maintain an in-depth understanding of FIX protocol, its various versions and its core concepts.- Ensure robustness, reliability, and maintainability of the code.- Proactively identify areas of improvements and suggest solutions to enhance application functionality and performance.- Participate in code reviews to ensure quality and compliance with standards.- Keep up-to-date with latest technologies, libraries and frameworks related to FIX protocol. Show less

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  Golootlo

  Nov 2023 - now

  DevOps Engineer

  Proven track record in configuring and implementing Nginx and Apache servers, including setting up reverse proxies for load balancing and caching.Specialized in deploying Node.js applications, focusing on performance optimization and scalability in modern web environments.Led initiatives to achieve PCI DSS certification, ensuring compliance with industry standards for payment card data security.Expert in AWS infrastructure management, with skills in assessing, optimizing, and administering applications, software, and hardware.Integrated API Gateways and AWS Lambda, utilizing JWT Authorizer for secure API management.Engineered Site-to-Site VPNs over cloud infrastructure, connecting major telecom giants such as Zong and Ufone.Directed a cost optimization project achieving a 40% reduction in AWS service costs.Upgraded production infrastructure from Ubuntu 16.x to Ubuntu 22.04, enhancing system performance and security.Built infrastructure from scratch for critical projects like the P2M Raast payment system, utilizing APIs and Node.js applications.Implemented Nagios for comprehensive monitoring of production servers and services.Managed database migrations from MongoDB to Amazon DocumentDB using AWS Database Migration Service (DMS).Experienced with PHP and Laravel, deploying robust web applications and resolving dependency issues with Yarn, NVM, and Composer.Implemented VPNs across production, QA, and staging environments, ensuring secure connectivity for internal users.Performed domain migration from PHP to Node.js on production servers, achieving a seamless transition without downtime.Maintained and installed SSL certificates on production websites.Configured Postfix with Amazon SES, handling reliable email communications for various applications.Placed Cloudwatch Alarms with recovery actions.Secured the system via IAM Roles on Ec2 Instances.Built the robust system of CI/CD through AWS Code Pipeline using Elastic Beanstalk. Show less