About
Experienced Technical Support Professional with 7+ years of expertise in Windows OS troubleshooting, hardware diagnostics, Microsoft Office support, remote troubleshooting, and customer service across global regions including USA, Canada, India, and EMEA. Strong background in Dell hardware support, ticket management, escalation handling, and maintaining high customer satisfaction. Additional experience in film production coordination, research assistance, and creative media support, contributing to strong communication, teamwork, and problem-solving abilities.
Skills & Expertise (16)
Work Experience
Senior Technician
Dell Technologies
Feb 2021 - Apr 2026
Provided technical support for Dell hardware, peripherals, and Windows OS issues. Performed remote troubleshooting for boot failures, driver conflicts, software installations, and performance issues. Managed customer service tickets, escalations, and repair coordination while maintaining SLA compliance. Supported customers across USA, Canada, India, and EMEA regions. Utilized AI productivity tools to improve troubleshooting efficiency and workflow management.
Film Production Assistant
Independent Projects
Jan 2017 - Jan 2021
Assisted in film production coordination, script research, location scouting, and creative planning. Supported research and production work on a film based on the life of Padma Shri Jamuna Tudu. Contributed to visual storytelling preparation through mood boards, documentation, and on-ground production assistance. Worked with production teams on administrative coordination, communication, and shoot logistics. Participated as a junior artist in Hindi film productions, supporting ensemble and background performance roles.
Technical Support Associate 2
Convergys (Microsoft Process)
Oct 2016 - Oct 2017
Supported Microsoft Office applications and Windows OS troubleshooting. Resolved activation, installation, update, and configuration issues through remote sessions. Maintained high customer satisfaction and first-call resolution performance. Supported teammates to achieve monthly KPIs. Promotion achieved within a year of joining.
Seller Support Representative
Concentrix (Amazon UK Process)
Sep 2015 - Oct 2016
Assisted Amazon UK sellers with account management, listings, returns, refunds, and policy compliance. Handled account health issues, escalations, and marketplace support operations.
Education
Bachelor of Computer Applications (BCA) - Amity University Online
2022 - 2025 · Afghanistan
Senior High School (Class XII) - Holy Convent Senior Secondary School
2012 - 2014 · Afghanistan
High School (Class X) - MRC Public School
2000 - 2012 · Afghanistan
Computer Hardware and Networking Diploma - Jetking
- 2015 · Afghanistan
Certifications
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Skills (16)
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