Hasnat Rasool

Experience

• 

  OCS pakistan (Pvt.) Ltd.

  Jul 2011 - Apr 2012

  Computer Operator

  Data Entry, Customer Services

• 

  Academic department of computer science

  Apr 2012 - Oct 2015

  Instructor

  Teaching Computer sciences to metric and intermediate level

• 

  Virtual Expert Solutions

  Aug 2015 - Aug 2017

  Bot Developer (Ubot Studio)

  My responsibilities include.To create tools to automate the web tasksWeb Automation & Scraping ToolsTo create Web Marketing Tools

• 

  FutureNow Technologies

  Feb 2017 - Nov 2017

  Product Support Executive

  - To resolve customer's queries related to work. - Consulted with customers to determine best methods to resolve service and billing issues. - Educated customers on special pricing opportunities and company offerings. - Taking order from customers as per their requirements. - Offering specials deals to customers to boost company. - Calling back to customers for further verification and confirmation.

• 

  Systems Limited

  Jun 2018 - Jul 2021

  My responsibilities includes: - Provide reporting on ticket statuses and ensure that prompt support is provided by Helpdesk. - Troubleshooting system performance & ensuring technical and support control efficiency. - Resolving problems within tools provided by organization (Active Directory, & O365 etc.). - To manage tickets using Ticket management system (Manage Engine & Zoho Desk). - Answer user's inquiries regarding computer applications, email, phone connectivity etc. - To resolve customer's queries related to work. - Consult with customers to determine best methods to resolve service and billing issues. - Educate customers on special pricing opportunities and company offerings. - Taking order from customers as per their requirements. - Offering specials & deals to customers to boost up company revenue. - Calling back to customers for further verification and confirmation.

  • Technical Support Specialist

    Mar 2020 - Jul 2021

  • Customer Service Representative

    Jun 2018 - Mar 2020
• 

  TCP Software

  Aug 2021 - Nov 2022

  - Handling complex escalations transferred by tier 1 related to the usage of Scheduling program (Aladtec).- Conducting Training sessions for Tier I team to equip them with detailed product knowledge.- Assisting and helping Tier I team in order to provide best customer service experience to our clients.- Helping clients to setup large scale schedules with complex rotational structure.- Training newly onboarded clients on different features of the program.- Escalating enhancement requests and bug reports to the engineering team for a quick fix.- Using Salesforce as CRM to maintain customer records and cases/tickets.- Keep a healthy relationship with clients and customer satisfaction ensured.- Ensuring customers are well guided and treated on values Show less - Answering customer queries related to the usage of Scheduling program (Humanity & Aladtec).- Troubleshooting system issues and providing end-to-end resolutions to software queries raised by users.- Helping clients to setup their big schedules and rotational shifts.- Using Salesforce as CRM to maintain customer records and cases/tickets.- Keep a healthy relationship with clients and customer satisfaction ensured.- Ensuring customers are well guided and treated on values.- Medium between client and internal resources.- Ticket resolution SLA meet requirement. Show less

  • Tier II Technical Support Engineer

    May 2022 - Nov 2022

  • Technical Support Specialist

    Aug 2021 - May 2022
• 

  Pivot88

  Nov 2022 - Apr 2024

  L2 Technical Support Engineer
• 

  TradeBeyond

  Apr 2024 - now

  Technical Consultant