Zaheer Chandio

Experience

• 

  Independent Professional

  Aug 2009 - now

  Technical | Customer Support Specialist, Project Manager

  -- Technical | Customer Support & Consultation-- Trend Analysis, reproduction of bugs and reporting-- Incident management, Investigating and diagnosing reported issues-- Client Communications & Relationship-- Product support and testing-- Managing teams and projects-- Updating and Managing sites

• 

  Mamdani (Pvt) Ltd.

  Dec 2009 - May 2013

  -- Lead and develop a dynamic and diverse team of people.-- Direct and manage project Development/Designing from start to end.-- Dealing with clients and maintaining a strong and trust worthy relationship.-- Managing and monitoring projects and delegating responsibilities to the individuals in the team.-- Present & implement strategies to expand and move business forward.-- Ability to lead teams with separate departments and goals. -- Web Development-- WordPress Theme Development & Theme configuration.-- Static sites & Updating of various websites.-- PSD to WordPress, Designing, Integration & customization-- Website migration from server to server.

  • Project Manager & Business Strategy

    Nov 2011 - May 2013

  • Web Developer / UI Designer / Front End Developer

    Dec 2009 - Nov 2011
• 

  Hasnain Tanweer Associates (Pvt) Ltd

  May 2010 - Jul 2010

  Intern

  Responsibilities.-- Generating resumes-- Short listing candidates.-- Scheduling interviews-- I was responsible for the preparation of various reports as per need of Management.-- Managed all the data related to candidates through different MIS.-- Sorting and arranging data as per the management requirements-- Filing Documents and resumes of the candidates in the correct order and as per the management requirement.-- Organized UBL trainee officers test across Pakistan. Show less

• 

  H3 Technologies (Pvt.) Ltd.

  Jun 2013 - May 2014

  Business Development Manager

  -- Building policies and procedures to be followed and structure the team. -- Present to and consult with management on business trends with a view to developing new products and services.-- Negotiating the terms of an agreement and closing sales.-- Increase the level of sales and business mix from individual clients.-- Building market position and a brand.-- Closing new business deals by coordinating requirements, developing and negotiating contracts, integrating contract requirements with business operations.-- Ability to lead teams with separate departments and goals. Show less

• 

  Outlook Mobile App (Microsoft)

  Jun 2017 - Jun 2021

  -- Working on escalated cases: reproducing cases on different scenarios; advanced troubleshooting; testing on different devices and versions of the app.-- Creating detailed bug reports for the engineering team, through JIRA and VSTS.-- Working with engineers and users on the reported cases.-- Tracking reported bugs with the engineering team, until they are resolved in the latest builds or a satisfactory explanation is given on them.-- Providing MS Employee, Premium and Enterprise users customer service, troubleshooting advice, and technical support via the Helpshift/Rave support platform in a friendly and professional manner.-- Mentoring and helping tier 1 agents with their cases and playing a “Tech Advisory“ role for them.-- Organizational and time-management skills-- Decision-making skills-- Ability to effectively and efficiently troubleshoot technical problems-- Working with users having different build versions of the app, such as Beta, Dev version and another version which only the MS employee use.-- Keeping all sensitive information about the product and unreleased features and versions of the app confidential.-- Working, helping and collaborating in between different tiers of support and teams on trending issues, bugs or reported issues. (With Android support teams and multilingual teams)-- Working in a multicultural and global multinational team.-- investigating and diagnosing reported issues. Show less -- Clearly communicate with users, team leads and other support members via Skype, Yammer, Helpshift and Email-- Evaluating users concerns and needs related to the product.-- Assisting team members and team lead in managing shift.-- Provide customer service, troubleshooting advice, and technical support to users via the Helpshift support platform in a friendly and professional manner.-- Identify and prioritize issues in order of importance and escalate.-- Troubleshooting and collecting all useful information before sending an issue to team lead or escalation team.-- Follow up on issues in a professional and timely manner until they are fully troubleshooted, resolved or escalated -- Reporting outages, bugs and trending issues to assigned team lead.-- Attending weekly team meetings and other scheduled meetings-- Following set standard procedures in certain scenarios with users.-- Staying informed of latest app builds (versions, changes, features) Show less

  • Escalations Tech Support Agent - Tier 2

    Dec 2019 - Jun 2021

  • Technical Support Agent - Tier 1

    Jun 2017 - Dec 2019