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John Farid

@johnfarid

Senior IT Support Specialist at Infogain (PowerSchool SIS), resolving complex SaaS issues and maintaining over 95% SLA adherence.

Egypt

Message

At Infogain (PowerSchool SIS), I delivered remote Tier-2/Tier-3 support for enterprise SaaS software, investigating configuration issues, data sync discrepancies, and application errors. I maintained over 95% SLA adherence and documented incidents and root-cause fixes in Jira.

At FlairsTech, I supported remote staff using macOS and Windows workstations, helping with onboarding, operating system configuration, and secure VPN connections. I also contributed knowledge base documentation with tier-3 technical leads.

Earlier, at Teleperformance, I provided senior AppleCare technical support for hardware, macOS, and iOS issues, earning CSAT scores of 96%+. My support experience also includes network troubleshooting, user access issues, and ticket triage at Stream Global Services & Teleperformance.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Infogain

Apr 2024 - Aug 2026 (2 years 4 months)

Delivered remote Tier-2/Tier-3 technical support for enterprise SaaS software, investigating complex configuration issues and data sync discrepancies. Maintained high first-contact resolution and exceeded 95% SLA adherence while mentoring junior technicians.

Remote Desktop Jira SaaS Troubleshooting SLA User Account Management Data Export Mentorship

Senior Technical Support Advisor

FlairsTech

Sep 2021 - Apr 2024 (2 years 7 months)

Provided comprehensive remote technical assistance across phone, email, and live remote access sessions, troubleshooting software crashes and OS configuration conflicts. Assisted with workstation onboarding and educated users on IT best practices.

Remote Support MacOS Windows VPN Troubleshooting Knowledge Base Customer Education

Senior AppleCare Technical Advisor

Teleperformance

Jan 2016 - Jan 2021 (5 years)

Delivered high-tier technical support diagnosing complex hardware, macOS, and iOS anomalies, resolving connectivity issues and driver conflicts. Maintained top-tier CSAT scores of 96%+ through empathetic listening and meticulous documentation.

MacOS iOS hardware troubleshooting Customer Satisfaction Diagnostic Procedures Ticket Management

Technical & Customer Support Specialist

Stream Global Services

Jan 2012 - Jan 2016 (4 years)

Handled high-volume inbound technical inquiries, resolving basic network troubleshooting, software installation errors, and user access issues. Documented incidents in CRM/ticketing software and performed timely triage.

Network Troubleshooting DNS CRM Ticketing Triage Escalation Management