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Zalak Shah

Senior Technical Engineer | CCTV & NVR Support | L2/L3 Technical Troubleshooting | IP Cameras, Networking, SQL, Remote Support

Vadodara

5+ years of work experience

Matrix Comsec
May 20242 yrs 1 moPresent

Provide advanced technical support (L2/L3) for CCTV and NVR systems across global customer via phone, email, and remote access. Troubleshoot complex issues related to camera offline, recording failure, live view problems, HDD errors, and network connectivity. Perform end-to-end NVR configuration, including camera mapping, recording schedules, and storage optimization. Handle live installation issues and support partners during on-site deployment. Manage and prioritize support tickets to ensure SLA compliance and customer satisfaction. Guide clients on network design best practices for CCTV deployments. Create and update technical documentation and troubleshooting guides.
Matrix Comsec
Jan 20222 yrs 5 mosMay 2024

Delivered front-line technical support for CCTV cameras and NVR devices for global customer across UK, UAE region Assisted customers with device setup, IP configuration, camera addition, and firmware upgrades. Diagnosed and resolved issues related to video loss, recording failure, login errors, and network misconfiguration. Handled high-volume inbound/outbound calls and emails while maintaining quality support standards. Logged all cases accurately in CRM and followed up until resolution. Supported customers with remote troubleshooting and product demonstrations.
CXOsync
Oct 20214 mosJan 2022

Vadodara, Gujarat, India

I work on the different type of event which is held by the cxosync. Basically my work is to find the leads according to the event and contact with them by invitation only. The different kind of event are Marketing, IT events , finance events etc.

Education

BITS Edu Campus: BABARIA INSTITUTE

Bachelor of Engineering - BE, Electronic and Communications

BITS Edu Campus: BABARIA INSTITUTE

20174 yrs2021

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Headline

Senior Technical Engineer | CCTV & NVR Support | L2/L3 Technical Troubleshooting | IP Cameras, Networking, SQL, Remote Support

About

Senior Technical Engineer with 4.5 years of experience in CCTV and NVR L2/L3 technical support, delivering end-to-end support for IP-based video surveillance systems across UK and UAE. Experienced in troubleshooting camera offline issues, recording and playback failures, HDD errors, live view problems, firmware issues, and device compatibility in CCTV and NVR environments. Strong background in network-based CCTV solutions, including TCP/IP, LAN/WAN, DHCP, DNS, static IP, subnetting, VLANs, routing, VPN, and bandwidth optimization. Skilled in using Ping, Tracert, Advanced IP Scanner, and basic Wireshark for root-cause analysis. Hands-on expertise in NVR configuration, IP camera integration, firmware upgrades, storage optimization, and remote technical support using AnyDesk, UltraViewer, and TeamViewer. Experienced in live site support and partner coordination during deployments. Proven ability in ticket handling, SLA management, CRM documentation, and customer escalation management, with a strong focus on issue resolution, system stability, and customer satisfaction.

Location

Vadodara

Work experience

Senior Technical Engineer at Matrix Comsec, May 2024 - Present · 2 yrs 1 mo, Provide advanced technical support (L2/L3) for CCTV and NVR systems across global customer via phone, email, and remote access. Troubleshoot complex issues related to camera offline, recording failure, live view problems, HDD errors, and network connectivity. Perform end-to-end NVR configuration, including camera mapping, recording schedules, and storage optimization. Handle live installation issues and support partners during on-site deployment. Manage and prioritize support tickets to ensure SLA compliance and customer satisfaction. Guide clients on network design best practices for CCTV deployments. Create and update technical documentation and troubleshooting guides.

Associate Engineer at Matrix Comsec, Jan 2022 - May 2024 · 2 yrs 5 mos, Delivered front-line technical support for CCTV cameras and NVR devices for global customer across UK, UAE region Assisted customers with device setup, IP configuration, camera addition, and firmware upgrades. Diagnosed and resolved issues related to video loss, recording failure, login errors, and network misconfiguration. Handled high-volume inbound/outbound calls and emails while maintaining quality support standards. Logged all cases accurately in CRM and followed up until resolution. Supported customers with remote troubleshooting and product demonstrations.

Business Research Associate at CXOsync, Oct 2021 - Jan 2022 · 4 mos, Vadodara, Gujarat, India, I work on the different type of event which is held by the cxosync. Basically my work is to find the leads according to the event and contact with them by invitation only. The different kind of event are Marketing, IT events , finance events etc.

Education

Bachelor of Engineering - BE, Electronic and Communications, BITS Edu Campus: BABARIA INSTITUTE