Open to opportunities

Abdul Sattar Butt

@abdulsattarbutt

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Technical Support Specialist with expertise in system administration.

Pakistan

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What I'm looking for

I am looking for a role that fosters growth, collaboration, and innovation in technical support.

I am a dedicated Technical Support Specialist with a strong background in Tier 2 and Tier 3 support, system administration, and troubleshooting complex issues. My experience spans across various platforms, where I have consistently optimized processes and enhanced customer experiences. I thrive in dynamic environments, leveraging my technical skills to provide exceptional support and solutions.

Currently, I lead a technical support team at IBEX Ltd., where I have successfully reduced average resolution times by 40% through optimized troubleshooting protocols. My collaborative approach with cross-functional teams has not only improved system stability but also implemented preventative solutions that benefit our customers. I am passionate about continuous learning and development, always seeking to stay ahead in the rapidly evolving tech landscape.

Experience

Work history, roles, and key accomplishments

Current

Team Supervisor

Current

IBEX Ltd. Compass

Aug 2024 - Present (1 year 11 months)

Led and managed a dynamic technical support team, ensuring efficient resolution of SaaS-based real estate platform issues. Optimized troubleshooting protocols, reducing average resolution time by 40% and increasing customer satisfaction.

SaaS Support Leadership Team Management Salesforce Jira Confluence Slack System Administration Performance Monitoring Process Automation

Technical Support Specialist (Tier 2)

WU Support

May 2023 - Aug 2024 (1 year 3 months)

Delivered Tier 2 technical support for Western Union, troubleshooting payment systems, software, and infrastructure. Spearheaded ticketing and incident management using ServiceNow & Salesforce, improving case resolution efficiency.

Termmaster VMWare ServiceNow Salesforce ICare Genesys SharePoint)Service Plus Ticketing Systems Incident Management SharePoint

Support Specialist

MINDBRIDGE

Oct 2022 - May 2023 (7 months)

Provided frontline customer support, resolving technical and financial disputes with Looker, Backoffice, Jira, and Confluence. Optimized internal support workflows, improving process efficiency and documentation.

Looker Jira Confluence Slack Policy Documentation CRM

Education

Degrees, certifications, and relevant coursework

Government College University, Lahore

Bachelor of Science, Computer Science

2017 - 2021

Studied Computer Science, gaining foundational knowledge in programming, algorithms, and data structures. Completed coursework relevant to software development and system administration.