Altaf Khan
Technical Support Analyst
Mumbai
Summary
Dynamic Technical Assistance Center Representative with a proven track record at Interactive Brokers, enhancing customer satisfaction through expert resolution of complex technical issues. Skilled in SQL and client service, adept at troubleshooting and streamlining processes for improved platform performance. Collaborated effectively across teams, demonstrating a significant impact on operational efficiency.
Overview
2
2
years of professional experience
Work History
Technical Assistance Center Representative
Interactive Brokers
10.2024 - Current
- Provide technical support for proprietary trading software, including troubleshooting connectivity issue, conducting network testing, and ensuring compliance with security protocols.
- Support market data feeds, real-time quotes, and execution-related issues to ensure smooth trading operations.
- Diagnose and resolve connectivity issues, including network latency, firewall configuration, and VPN access.
- Guide clients on security protocols, including two-factor authentication(2FA) and account protection best practices.
- Collaborate with operations team to escalate complex technical issues and improve platform performance.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Associate Technical Support
Tech Mahindra
08.2023 - 10.2024
- Collaborated with cross-functional teams to identify and resolve complex technical issues.
- Diagnosed and troubleshoot hardware, software, network issues, PingID, VPN F5 Client.
- Streamlined troubleshooting processes for faster resolution of technical problems.
- Installed and configured operating systems and applications.
- Prioritizing incidents according to their urgency and scale of the business to initiate P1,P2,P3 incidents.
- Delivered Tier-1 and Tier-2 support to internal customers.
Education
Bachelor of Technology - Computer Science
Galgotias University
Greater Noida, India 04.2001 -
Skills
Client service
Technical troubleshooting
SQL
Unix/Linux
Jira
Service-Now
Confluence
Timeline
Technical Assistance Center Representative
Interactive Brokers
10.2024 - Current
Associate Technical Support
Tech Mahindra
08.2023 - 10.2024
Bachelor of Technology - Computer Science
Galgotias University
04.2001 -
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