Khudsiya Gazala

Experience

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  Sutherland

  May 2012 - Nov 2012

  Customer Support Representative

  • Install and configure McAfee antivirus on Windows based devices.• Provide technical support and troubleshooting for McAfee antivirus to US based clients via telephone.• Prioritize support issues using KB articles and resolve them within Service Level Agreements.• Educate client on various features related to McAfee software, enable different options which would secure their environment.• Manage, investigate, and take ownership of issues, seeing them through to resolution or escalation. Ensure response times to clients’ needs are efficient always.• Maintain strong customer rapport and excellent, timely communication.• Contribute to documentation to build knowledge base. Show less

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  Cognizant

  Nov 2014 - Feb 2016

  Senior System Engineer

  • Worked as a part of AVM Monitoring Team, supporting more than 12 applications in healthcare business.• Monitoring automation jobs, evaluation of its criticality to determine run time.• Read runtime logs and compile list of jobs which have not run, which have had errors, successfully ran.• Create tickets and escalate to onsite teams to diagnose and correct errors for critical jobs.• Notifying support team upon job failure.• Generating report on all runtime job status for associated client every 8 hours.• Careful monitoring of jobs which run on weekly and monthly basis.• Providing product training to new employees and walking them through the technical process. Show less

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  AQuity Solutions Australia

  May 2021 - Aug 2022

  Medical Transcriptionist

  • Transcribing medical audio files and proof-read documents to identify grammatical errors before submission.• Using speech recognition software to transcribe critical documents.• Apply, deliver and promote high quality health and clinical information for decision making• Platform used – fluency transcription editor

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  Jemena

  Apr 2022 - now

  Jemena Gas Network Meter Data and Billing Officer