Tamur Ejaz Mirza
Electronic Engineer
Islamabad
Summary
Experienced with diagnosing and repairing mechanical and electrical systems. Utilizes strong analytical skills to identify issues and implement effective solutions. Knowledge of safety regulations and industry best practices, ensuring reliable and efficient equipment performance.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Sr. Associate Technical Application Support
S&P Global Market Intelligence
01.2022 - Current
- Daily usage of Salesforce creating Cases, Chat, creating Contacts, CX Engage, KB Articles, Analyzing logs.
- Effectively monitoring delivery of service to meet the SLAs for Technical Support queries.
- Analyzed escalated issues and identified solutions that improved service quality.
- Participated on several projects resulting in major improvements in product i.e. UAT, Technical Support quality assurance.
- Solved complex troubleshooting problems with the wider IT teams at client end.
- Highest number of Assisted By, POC for escalated and critical issues.
- Working in Product Support Cases and Bugs Creation.
- Peer Guide for new hires and Technical Trainer for Associate Development Program team Globally.
Sr. Equipment Maintenance Engineer
Shahbaz Engineering Associates
12.2021 - Current
- Perform installation, programming and startup of gas equipment in accordance with safety standards.
- Perform on site troubleshooting and service repair.
- Perform quality control test on newly installed and repaired equipment.
- Installation and maintenance of CCTV’s and POS systems on different sites.
- Perform general maintenance services such as change filters, calibrate meters, pump water from tank and change nozzles etc.
- Complete and submit work orders, commissioning forms and other required paperwork in a timely manner.
Assistant Manager Contact Center
Medical Transcription and Billing Company(MTBC)
01.2021 - 12.2021
- Managing and protecting relationship between the company and clients.
- Working on extensive billing/technical concerns of the client and ensuring the resolution.
- Helping team leads ensuring quality control and maximizing performance.
- Developing and maintaining adequate training sessions of team.
- Working on processes to implement quality checks.
- Coordinating with different departments to enhance and maximize the efficiency of the department.
- Maintaining weekly roster of the departmental shift to ensure 24/7 support for clients.
- Working closely with IT department for new enhancement in company's product based on client feedback.
- Sharing team's weekly performance report with management.
- Assignment of R&R based on team performance.
Team Lead Contact Center
Medical Transcription and Billing Company(MTBC)
03.2019 - 12.2020
- Handling daily activities of client relations team.
- Providing product training to top revenue clients.
- Working closely with team members on client retention.
- Doing QA of incoming/outgoing routine calls to ensure quality service.
- Managing weekly roster of team to ensure 24/7 support for client.
- Providing training to newly hired team members.
- Managing overall operational and administrative jobs of assigned team.
- Coordinating with different department for timely resolution of client issues.
- Ensuring weekly meetings with team to enhance productivity.
Client Relationship Manager
Medical Transcription and Billing Company(MTBC)
01.2017 - 02.2019
- Provide technical support to the Client(Doctors) in Hospitals & Clinics remotely.
- Provide solutions for all LAN, WAN, MFP and basic networking related issues.
- Research, diagnose, troubleshoot and identify solutions to resolve Doctors & Patients issues.
- Installation of software’s and applications on their computers remotely.
- Maintaining different reports related to Technical Support.
- Providing comprehensive training of company billing products.
- Providing Sales Demos and training of company’s products.
- Ensuring client satisfaction.
- Resolving all the billing related concerns.
Technical Support Engineer
Vertical Systems Inc.
06.2015 - 07.2016
- Provide technical support to the Guests and Customers in the Business Center remotely.
- Provide solutions for all LAN, WAN, MFP and basic networking related issues.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Installation of software’s and applications on Business Center computers remotely.
- Maintaining offline machines report on daily basis.
- Working with field engineers to visit customers for on-site technical support.
- Testing and fixing faulty equipment.
- Follow standard procedures for proper escalation of unresolved issues.
- Prepare accurate and timely reports.
- Provide prompt and accurate feedback to customers.
- Maintaining printer alert report on daily basis.
- Maintaining technical support analysis report.
Field Engineer (Design and Installation)
BMM Technologies (Solar Energy)
06.2014 - 01.2015
- Energy Auditing of the project.
- Structure Designing of solar panels according to the system requirement.
- Calculating Solar Panel Direction angles according to sun’s direction for maximum output.
- Designing Solar Panel Strings used with solar inverter for load management.
- Installation of solar panel and solar inverter.
- Maintenance of solar inverters and all the equipment used in solar project.
- Installation of Remote Monitoring System for checking daily, monthly and yearly solar performance.
- Also worked as Marketing and Sales Engineer.
BSS OMC-R Engineer
U.C.C Pvt. Ltd
03.2014 - 05.2014
- 2G sites Commissioning using M2000.
- Expansion of 2G sites.
- Performing Traffic Shifting activities.
- E1's checking, loop and break, Allotting ports.
- Call Testing and Microwave links Troubleshooting.
- Alarm Escalation and Configuration of 2G, 3G sites.
Education
BS - Electronic Engineering
Mohammad Ali Jinnah University
Karachi, Islamabad 08.2009 - 02.2014
Cisco Certified Network Associate (CCNA) - undefined
Ciscom Institute Of IT
12.2014 - 02.2015
Training of Redhat (Linux) - undefined
Ciscom Institute Of IT
12.2014 - 02.2015
Skills
- Communication
- Customer Service
- Interpersonal Skills
- Microsoft Office
- Ability to Work Under Pressure
- Leadership Skills
- Ability to Multitask
- Ability to as Team Player
- Exceptional troubleshooting skills
Personal Information
- Nationality: Pakistani
- Driving License: 89201
Affiliations
International Association Of Engineers
Pakistan Engineering Council
Timeline
Sr. Associate Technical Application Support
S&P Global Market Intelligence
01.2022 - Current
Sr. Equipment Maintenance Engineer
Shahbaz Engineering Associates
12.2021 - Current
Assistant Manager Contact Center
Medical Transcription and Billing Company(MTBC)
01.2021 - 12.2021
Team Lead Contact Center
Medical Transcription and Billing Company(MTBC)
03.2019 - 12.2020
Client Relationship Manager
Medical Transcription and Billing Company(MTBC)
01.2017 - 02.2019
Technical Support Engineer
Vertical Systems Inc.
06.2015 - 07.2016
Cisco Certified Network Associate (CCNA) - undefined
Ciscom Institute Of IT
12.2014 - 02.2015
Training of Redhat (Linux) - undefined
Ciscom Institute Of IT
12.2014 - 02.2015
Field Engineer (Design and Installation)
BMM Technologies (Solar Energy)
06.2014 - 01.2015
BSS OMC-R Engineer
U.C.C Pvt. Ltd
03.2014 - 05.2014
BS - Electronic Engineering
Mohammad Ali Jinnah University
08.2009 - 02.2014