Shazia Khan
Vilnius,Vilnius
Summary
Customer support and technical support specialist with experience in fast-paced, customer-facing environments. Skilled in managing ticket queues, troubleshooting technical issues, and delivering clear communication to non-technical users. Proactive problem-solver with strong ability to identify patterns, improve processes, and handle live interactions effectively. Experienced in IT support, incident management, and cross-team collaboration.
Overview
10
10
years of professional experience
Work History
TV Presenter(Customer-Facing Role)
Betgames
Vilnius
09.2022 - Current
- Delivered clear and engaging communication during live broadcasts to international audiences.
- Managed real-time situations and unexpected technical issues calmly and efficiently.
- Adapted communication style to suit diverse users, and ensure clarity.
- Maintained professionalism and composure in a high-pressure environment.
Technical Support Analyst
Western Union
Vilnius
05.2022 - 08.2022
- Managed and resolved customer support tickets from initiation to resolution in a fast-paced environment.
- Identified recurring issues and contributed to improving support processes.
- Provide live technical support and remote troubleshooting for customer systems.
- Diagnosed issues by asking targeted questions and identifying root causes.
- Communicated technical solutions clearly to non-technical users.
- Documented issues and solutions to improve the internal knowledge base.
- Collaborated with teams to escalate and resolve complex issues.
IT Support Engineer
EUTech Engineers Assoc.
Madrid
07.2021 - 04.2022
- Delivered technical support for software and system setup.
- Troubleshot performance issues and implemented quick solutions.
- Created user guides and documentation to reduce repeated queries.
- Assisted users via remote tools, ensuring smooth issue resolution.
- Identified recurring issues and contributed to process improvements.
Software Test Engineer
HashtagTech Solutions
Bhopal, India
10.2016 - 07.2019
- Resolved customer-reported issues, and provided step-by-step technical solutions.
- Logged, tracked, and prioritised bugs using ticketing systems.
- Conducted troubleshooting and root cause analysis for software defects.
- Collaborated with development teams to improve product quality and experience.
Education
Master of Science - Mechatronic Engineering
Kaunas University of Technology
01-2021
Bachelor of Technology - Electronics and Communications
Gandhi Institute for Education & Technology
01-2015
Skills
- Live chat and ticket management
- Customer issue resolution
- Incident handling and escalation
- Technical troubleshooting
- Remote support tools
- Documentation and knowledge base creation
- Ticketing systems (Jira, ServiceNow)
- Clear communication(Technical ➡ Non-Technical)
- Problem-solving and root cause analysis
- Adaptability in fast-paced environments
- Proactive and autonomous work style
- Intercom
Languages
Hindi
Proficient
C2
English
Advanced
C1
Urdu
Upper Intermediate
B2
Timeline
TV Presenter(Customer-Facing Role)
Betgames
09.2022 - Current
Technical Support Analyst
Western Union
05.2022 - 08.2022
IT Support Engineer
EUTech Engineers Assoc.
07.2021 - 04.2022
Software Test Engineer
HashtagTech Solutions
10.2016 - 07.2019
Master of Science - Mechatronic Engineering
Kaunas University of Technology
Bachelor of Technology - Electronics and Communications
Gandhi Institute for Education & Technology