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syed hassan

@syedhassan4

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Technical support team lead at Eurosoft Tech, managing ticket operations and customer phone system support.

Pakistan

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At Eurosoft Tech Private Limited, I lead day-to-day technical support operations, managing tickets and assigning cases by severity, priority, and business impact. I also configure customer phone systems and troubleshoot call flows, hardphones, and softphones.

Across IT and application support roles, I’ve managed support queues, worked to meet SLA requirements, and supported customers remotely, including US-based customers using healthcare software. At ONEWOOD/TELAPPLIANT, I supported VoIP/SIP applications and monitored service performance through Oracle Communications Operations Monitor.

Experience

Work history, roles, and key accomplishments

Current

Team Lead Technical Support

Current

Eurosoft Tech Private Limited

Oct 2022 - Present (4 years)

Lead day-to-day technical support operations, managing tickets and assigning cases to support engineers based on severity and priority. Support customer service delivery by configuring phone systems and call flows, and lead onboarding and training of support engineers.

Technical Support Ticket Management Team Leadership Client Onboarding Training VoIP SIP Troubleshooting

IT Support Specialist

Digital Prima

Feb 2022 - Sep 2022 (7 months)

Managed the IT support queue and assigned cases to relevant teams while ensuring SLA compliance. Provided remote support to US-based customers for healthcare software, resolving technical issues and coordinating with teams for timely resolution.

IT Support SLA Management Remote Support Healthcare Software Customer Service

IT Support Analyst

Stewart Pakistan

Apr 2021 - Jan 2022 (9 months)

Managed the IT support queue and assigned cases to appropriate support engineers. Resolved customer issues via phone and remote support within SLA timelines, prioritizing issues to maintain service continuity.

IT Support SLA Management Remote Support Troubleshooting Customer Service

Application Support Analyst

Contour Software

Jun 2019 - Sep 2019 (3 months)

Managed application support queue activities and assigned cases to appropriate support engineers. Worked with offshore managers on support improvement initiatives and service delivery requirements.

Application Support Queue Management Service Delivery Incident Management

Technical Support Analyst

ONEWOOD/TELAPPLIANT

Dec 2015 - May 2019 (3 years 5 months)

Supported VoIP/SIP applications in a production environment while ensuring SLA compliance. Monitored service performance using Oracle Communications Operations Monitor and resolved Hosted VoipOffice issues involving call quality, voicemail, and routers.

VoIP SIP SLA Management Oracle Communications Operations Monitor Hosted PBX Troubleshooting

Software Support Engineer

Amigo And Ghost Pvt Limited

Feb 2014 - Dec 2015 (1 year 10 months)

Coordinated with Development and R&D teams for issue resolution and provided inputs for service and product improvement. Monitored and provided Level 2 technical support to global projects for Amigo VoIP Telephony/CTI applications.

Level 2 Support VoIP CTI Technical Support Coordination

Education

Degrees, certifications, and relevant coursework

Forman Christian College (A Chartered University)

BSC (HONS), Computer Science

2009 - 2013

Bachelor of Science (Honours) in Computer Science with a specialization in Software Engineering from Forman Christian College, Lahore, Pakistan, from 2009 to 2013.