Md Aasif Alam

I am a Technical Support Specialist at TELUS Digital, where I thrive in providing seamless solutions and embodying accountability in everything I do. My ambition drives me to excel in a remote environment, and I believe that approachability is key to fostering strong relationships and effective collaboration. With a balanced mindset that embraces autonomy and assertiveness, I am committed to delivering exceptional results for my team and clients.

Experience

Technical Support Specialist

TELUS Digital · May 2023 – Present

Not yet confirmed

• Key Responsibilities,
• Provided technical support for hardware, software, and network-related issues through phone, email, chat, and remote access tools.
• Diagnosed and resolved technical incidents by troubleshooting system configuration, connectivity, and application issues.
• Assisted users with installation, configuration, and maintenance of operating systems, applications, and peripherals.
• Monitored and managed support requests using ticketing systems such as ServiceNow, Zendesk, or Jira Service Management while ensuring SLA compliance.
• Provided remote technical assistance using remote desktop tools like AnyDesk and TeamViewer.
• Supported SaaS applications by troubleshooting user access issues, system errors, and product configuration problems.
• Collaborated with engineering and product teams to escalate complex technical issues and track resolution progress.
• Documented technical issues, troubleshooting steps, and solutions in knowledge base systems for future reference.
• Guided customers and internal users on product functionality and best practices to improve system usage.
• Maintained system performance by monitoring network connectivity, application functionality, and user environments.
• Ensured timely resolution of customer issues while maintaining high levels of customer satisfaction.
• Assisted in creating technical documentation, FAQs, and training materials for users and support teams.

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Technical Support Specialist

TELUS Digital (Remote) · May 2023 – Present

Not yet confirmed

• Provided technical troubleshooting for hardware, software, and network connectivity issues.
• Assisted users with SaaS platform issues, reducing onboarding time by 20%.
• Assisted users through remote support tools and ticketing platforms.
• Reduced issue resolution time by 30% by improving troubleshooting steps and optimizing ticket handling process.
• Managed customer issues through helpdesk ticketing systems and maintained SLA response times.
• Handled 40+ tickets daily while maintaining SLA compliance and high customer satisfaction.

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Information Technology Support Technician

TeamLease Services Limited · Oct 2022 – Mar 2023

Not yet confirmed

• Assisted users remotely in troubleshooting basic hardware, software, and network connectivity issues.
• Provided first-level technical support through email, chat, and ticketing systems.
• Helped install, configure, and update operating systems and software applications.
• Diagnosed common technical problems related to system performance, login access, and connectivity.
• Maintained records of user issues and resolutions using helpdesk ticketing platforms such as Zendesk or Jira Service Management.
• Assisted senior technical support engineers in resolving escalated issues.
• Performed basic network troubleshooting including checking IP configuration, DNS settings, and connectivity.
• Provided remote assistance using tools such as AnyDesk or TeamViewer.
• Documented troubleshooting steps and solutions in internal knowledge base systems.
• Assisted users with password resets, account access issues, and system configuration.

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IT Support Technician (Internship)

TeamLease Services Limited (On-site) · Oct 2022 – Mar 2023

Not yet confirmed

• Provided first-level technical support through email, chat, and ticketing systems.
• Helped install, configure, and update operating systems and software applications.
• Maintained records of user issues and resolutions using helpdesk ticketing platforms such as Zendesk or Jira Service Management.
• Provided remote assistance using tools such as AnyDesk or TeamViewer.
• Collaborated with product teams to fix recurring bugs, improving system stability.