Rajwan Ahmed
Manager IT & ECommerce
Dubai United Arab Emirates
Professional Status
Employed
Open to opportunities
About Me
Ecommerce and IT Manager with more than 9 years combine experience in IT Technical, Marketing and Operation Management. Skilled in managing business and staff with analytical, Creative, Motivational and Technical approach to make everything best to establish profitable outcome for an organization.
Senior Technical Support Engineer
Quick Heal Technologies Pvt. Ltd.
February 2010
to 2014
Full-time
Pune, maharashtra
India
- Preparing daily workloads for staff & coordinating the daily allocation of work technical support engineers team of locations - Pune, sangli and kolhapur.
- Implementing new initiatives. Involved in the recruitment of new staff.
- Mentoring and training up junior and new staff of technical Support and Other department.
- Conducting training of partners, dealers and corporate customers related to new product and resolving their queries.
- Problem solving and providing detailed information on Quick Heal products.
- Turn around tense situations with irate customers into positive outcomes. Identify research & resolve customer issues using the analytic skills via phone, e-mail & onsite visit.
- Follow-up on unresolved customer problems & submit to MA and QA team. Provided training to new employees and internal/external clients on technical issues on new product and product features
- Coordinating all the teams to have the issues escalated on daily basis and giving them the necessary updates to fix the virus issues as soon as possible.
- Reporting to a department Manager and client on Weekly basis, on new updates and routine escalation call status.
- Taking care of maintenance and configuration of branch Servers, IT network Devices and ISP lines.
- Usage of Virus detection tools like sandbox, Hijack this, GMER, IceSword and process explorer and monitor.
- Having direct interaction with the client if there is any new virus/spyware outbreak.
- Helping the team to reach maximum resolution percentage.
- Helps corporate sales executive to answer frequent ask question of customers during product comparison and introduction.
- Taking escalation calls of the floor and giving any updates to unresolved issues to the client and the floor for resolving the virus issues
- Handling new client inquiries and acting as the face of the business.
Company Description
Quick Heal Technologies Pvt. Ltd. is a leading IT security solutions and ISO 9001 certified company. The solutions are well integrated systems that simplify IT security management across the length and depth of devices and on multiple platforms. They are customized to suit consumers, small businesses, Government establishments and corporate houses.
Company website
