Razaq Hudali
IT Support / Administrator / Customer Service Engineer
Dubai,DU
Summary
As an experienced IT Engineer I've helped companies execute their goals and grow revenue exponentially across Dubai region, in terms of technical support and expertise in what I do.
8+ years of IT, Technology and Customer service experience including successfully Deployment of number of MPS operations in the Dubai for one of the biggest client in MENA.
My focus is to leverage my technical and problem solving skills to develop winning teams, that drive a customer first approach, delivering accelerated revenue growth.
Specialties: Technology,problem solving, Great customer support experience, Skill learning, Team leader.
Overview
2
2
Certifications
5
5
years of post-secondary education
9
9
years of professional experience
Work History
Customer Service Representative
XEROX EMIRATES
Dubai, Dubai
06.2017 - Current
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled MPS (managed print services) devices.
- Troubleshooting the Xerox MFD devices in customer location
- Reloading/upgrading the machine firmware
- I worked on Xerox Production Machines (color & Monochrome) & Xerox Office Machines copiers/Printers (color & Monochrome).There are some mention models: WC 3655, WC 5019, WC 5024, WC 5230, WC 5330, WC 5755, WC 5955i, WC 7120, WC 7225i, WC 7220, WC 7835i, DCP 700i, DC 5000, Nuvera 157. D125. D114
- Recommended products to customers, thoroughly explaining details.
- Promoted available products and services to customers during service, account management and order calls.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
IT Systems Administrator
HCL Infosystems
Dubai, Dubai
04.2013 - 06.2017
- Conducted testing and troubleshooting for various software remotely and onsite
- Orchestrated integration and communication of software upgrades
- Providing the user, the L1 & L2 support.
- Networking and providing support for Windows, Macintosh
- Installing software for a client and application support.
- Testing and troubleshooting network issues.
- Verifying Root Cause Analysis for Customer escalations, metrics deviations and proactive issue prevention
- Installing and configuring network printers and troubleshooting
- Installing and operating Windows desktop and server operating systems
- Reimaging PCs, creating system images and deploying in network infrastructure and troubleshooting
- Network cabling handling and fiber optic testing
- Installing web based application, business application in an organizational environment by company procedures
- Configuring IP phones and setting up video conferencing and troubleshooting
- Assisting on request from IT managers in operation carried out in the organization, providing my best support to accomplish projects
- Learning of new process, tool and technologies to improve the process
- Focus on continuous improvement by learning new technologies
- Ensure taking actions on Incidents raised by users and closing with proper solution
- Configuration and testing of any new hardware and software.
- Management of the daily data backup and retrieval scheme.
- Ensure computer hardware is safe & complies with health and safety legislation
- Managing incident manager. Raising and closing incidents raised by users and closing with proper solution.
- Monitored networks and network devices to resolve technical problems quickly.
- Standardized job tasks and trained junior team members on industry best practices and standards.
IT Administrator
Apptech Computers
Bangalore, Karnataka
01.2012 - 03.2013
- Performed day-to-day LAN and WAN administration, maintenance and support.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Installed and upgraded IT systems internal and third party software.
- Backed up company data to distributed storage centers to avoid massive data loss in event of network breach or failure.
- Prepared reports for IT director.
- Drafted training materials and organized training sessions for new employees.
- Made recommendations regarding information technology infrastructure overhauls.
- Provided second-level support for all server class systems.
Education
Associate of Science - Science Education
Maratha Mandal Pre-university College
Belgaum 07.2010 - 02.2012
Bachelor of Science - Bachelor in IT Infrastructure Management
Kuvempu University
Shimoga 01.2012 - 10.2015
Skills
Complaint resolution
Creative problem solving
CRM
Good listening skills
Technical Skills
Staff education and training
Office 365
Negotiating
PowerPoint presentations
Customer Service
Certification
MSCE
Reading
I like to read since i was in school and grown very fond of story books then later pivoting my interest to business and technical books acquiring knowledge and wisdom.
Hiking
Occasionally I like to hike and climb mountains to take off my mind from technical things and work. I like to be in good physical shape and mental state. it helps me be proactive in work.
Timeline
Customer Service Representative
XEROX EMIRATES
06.2017 - Current
Windows 10
04-2017
IT Systems Administrator
HCL Infosystems
04.2013 - 06.2017
IT Administrator
Apptech Computers
01.2012 - 03.2013
Bachelor of Science - Bachelor in IT Infrastructure Management
Kuvempu University
01.2012 - 10.2015
MSCE
01-2011
Associate of Science - Science Education
Maratha Mandal Pre-university College
07.2010 - 02.2012