Bilal Haider

Technical Support Engineer | Technical Operations Engineer

bilal.haider2161@gmail.com | +44 7904 011631 | Enfield, London, UK

Professional Summary

Experienced Technical Support Engineer with a strong background in cloud infrastructure, cybersecurity, and system troubleshooting. Skilled in Azure, AWS, Linux, PowerShell, and tools like ServiceNow and Freshdesk. Recognized for resolving issues quickly, improving system performance, and documenting processes effectively.

Key Skills

Professional Experience

Technical Support Engineer – Nephos Technologies (Nov 2023 – Present)

  • Managed Nasuni Cloud Storage (50+ TB), Active Directory, VMware, Nutanix.
  • Resolved 95% of tickets within 24 hours via ServiceNow and Freshdesk.
  • Diagnosed cloud issues (Azure, AWS); improved system uptime and documentation.

Technical Operations Engineer – Cloudian (Jan 2022 – Nov 2023)

  • Maintained cluster health and resolved technical queries with 95% satisfaction.
  • Utilized Linux, Cassandra, Redis to resolve and triage complex issues.
  • Created KB articles on Confluence to assist support workflows.

Software Support Engineer – RISKHUB (Aug 2021 – Dec 2021)

  • Implemented disaster recovery procedures and managed access for 200+ users.
  • Provided remote IT support and user training.

Technical Support Analyst – UW (Sep 2020 – Aug 2021)

  • Resolved over 90% of technical issues within 24 hours.
  • Ensured system security and performed installations and configurations.

Technical Support Agent – UW (Nov 2018 – Sep 2020)

  • Handled hardware/software issues with 95% resolution within 48 hours.
  • Maintained support records and increased repeat customer interactions by 15%.

Customer Service Manager – Thomas Cook (Mar 2015 – Oct 2018)

  • Led service team to meet performance goals and improve customer satisfaction.
  • Implemented feedback and rewards systems.

Customer Service Representative – Tesco (Sep 2011 – Feb 2015)

  • Supported customers in product selection and service satisfaction.

Education

BA (Hons) Business Management – London School of Commerce (Sep 2013)

Certifications

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