Zahid Shabir Technical Support Specialist | Cloud & API Support | Trekker |

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Customer Support Associate

JumpCloud

Feb 2024 - Sep 2025 (1 year 8 months)

Delivered technical support for a cloud-based directory & identity management platform serving 5,000+ enterprise customers, resolving 95% of cases within SLA. Diagnosed and resolved complex authentication, SSO, MDM, and system-integration issues across Windows and macOS environments. Managed 30+ support tickets daily across email, chat, calls and remote sessions while maintaining a 98% customer satisfaction rating. Provided API troubleshooting and integration support, using REST API fundamentals to guide customers on endpoint configuration, payload validation, and workflow automation across the JumpCloud platform. Collaborated with Engineering and Product teams via Jira to report bugs and feature gaps, contributing to 15+ product enhancemen
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Senior Support Representative

Concentrix (Texas Instruments Project)

Mar 2020 - Sep 2023 (3 years 7 months)

Provided technical support for Windows systems via email, chat and calls. Supported users with VPN issues and Microsoft Office applications. Performed service administration tasks and managed incidents and service requests through the ITSM Cherwell ticketing tool. Handled critical and escalated incidents, ensuring timely resolution within SLA requirements. Configured email clients and performed mailbox backups by remotely accessing user workstations through Webex. Assisted users with troubleshooting, escalation handling, and real-time issue tracking. Installed and configured network printers, device drivers, and managed shared folder access. Monitored incident queues, prioritized tasks, and ensured accurate documentation in the ticketing sy

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Zahid Shabir

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