s
srazamuhammad

Raza

@srazamuhammad
5.0(7)

Server Infrastructure SaaS Product Support Specialist

Pakistan
English
About me
7+ years in IT enterprise server/storage infrastructure plus SaaS product support for a US healthcare platform. Infrastructure: IBM, HP, Dell, NetApp servers & storage, Cisco networking, data center hardware diagnostics & preventative maintenance. SaaS/Product Support: First-line ticket resolution, customer onboarding, and root-cause investigation (console logs) before escalating to engineering using JIRA, Intercom, Slack. Need hardware-level infra support or SaaS/product support? I bring real operational experience, not just theory.... Read more

Skills

s
srazamuhammad
Raza
Offline • 

Work experience

Technical Support & Escalations Healthcare SaaS Platform

Contractor • Full-time

Jul 2023 - Present • 3 yrs 2 mos

First point of contact for provider/doctor and internal user escalations on an EHR/CRM healthcare platform. Key responsibilities: - User onboarding & offboarding account setup, permissions, and technical training for new users - Root-cause investigation using browser console logs before escalating to engineering not just relaying symptoms - Cross-functional coordination with dev teams via JIRA, Slack, and Google Workspace - Ticket triage and resolution using Intercom, maintaining HIPAA-compliant support standards - Process documentation using Notion for internal knowledge base and troubleshooting guides Tools: Intercom, Twilio, Notion, JIRA, Google Workspace, Slack

Reviews as Buyer

  • F
    image-docs

    fariha_agency12

    PK

    Pakistan

    5

    great experience

    Helpful?
    Yes
    No
  • U

    user29028966

    PK

    Pakistan

    5

    Very good person and good communication

    Helpful?
    Yes
    No