Sumbleen J.
Mid-Level Technical Support Engineer
Open to offersNew to PlatformAbout
Sumbleen C. is a seasoned Technical Support Engineer with extensive experience in resolving 40 to 60 support tickets daily, specifically across Linux systems and core AWS services such as EC2, S3, and RDS. His expertise lies in leveraging Zendesk for efficient incident management, enhancing first-contact resolution, and reducing friction in ticket handoffs. Sumbleen excels in MySQL user administration and crafting technical documentation that streamlines operations and improves user experience. Previously at Crossover, he supported operational workflows and handled L1 support while documenting incidents in clear reports. Beyond technical support, Sumbleen has a background in content writing, educational instruction, and customer service, demonstrating adaptability and a customer-focused approach. He is also proficient in programming languages such as Java and Python and has engaged in AI-driven projects to automate customer query responses. Sumbleen's education includes a BS in Software Engineering from COMSATs University Islamabad. His continuous learning and interest in AI automation show his dedication to staying at the forefront of technology trends.
Experience
Teaching
The Cambridge School and College · 2025 — 2026Designed and delivered engaging lessons, assessed student learning, and provided individualized support to improve educational outcomes. Maintained a positive classroom environment and communicated student progress to parents and colleagues.L1 Technical Support Engineer
Crossover (Trilogy) · 2023 — 2024Delivered L1 technical support and troubleshooting for Linux systems and key AWS services, such as EC2, S3, RDS, Lambda, and IAM. Handled MySQL user administration tasks and performed basic database troubleshooting. Managed ticket triage and resolution through Zendesk, while documenting incidents and creating technical reports. Monitored system performance using CloudWatch and assisted in creating UI/UX mockups to enhance product features.Associate Analyst (AA)
Crossover · 2023 — 2023Facilitated operational workflows by triaging tickets and conducting root-cause investigations. Created analytical reports and process documents to improve the handoff process between support and engineering teams. Worked with cross-functional stakeholders to optimize ticket routing and enhance response SLAs.Content Writer (Rephrasing & Referencing)
Writingpreneur · 2023 — 2023Developed high-quality rephrased and referenced content based on client specifications, maintaining accuracy and proper citation. Improved clarity, tone, and structure of drafts while adhering to strict deadlines. Engaged with clients to integrate feedback and ensure final content met style guidelines.Teaching
The Educators School · 2022 — 2023Executed lesson plans and instructional activities while managing classroom behavior and assessing student progress. Communicated learning objectives to students and parents while adapting materials for different learning styles.QC (Quality Controller) and Call Agent
Telebridge Communications · 2020 — 2022Performed quality assessments on customer service calls to ensure compliance with scripts and standards. Managed inbound and outbound calls, addressing customer inquiries and documenting outcomes. Compiled QA reports and proposed process improvements to enhance service delivery.Internship
Xinsof Technologies · 2022 — 2022Internship
Digital Edge · 2021 — 2021
Skills & Expertise
Education
- Bachelor of Science in Software EngineeringCOMSATs University Islamabad · 2016 — 2020
- Intermediate (ICS)Punjab college bharakoh · 2014 — 2016
- MatricIMCG I-10/4 Islamabad · 2004 — 2014
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