Hi, I’m
Faisal Ahmed
Support/Escalation Manager
Patna
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. An Accomplished Assistant Manager with in-depth experience consistently rising through ranks.
Overview
7
years of professional experience
14
years of post-secondary education
Work History
SherwebBengaluru
M365 Reactive Lead
06.2023 - Current
Job overview
- Monitored production operations for quality and compliance with standards.
- Supported various SMB administrators with technical help for M365
- Various Office Applications - Sharepoint Online, Exchange Online, Onedrive and Other applications of M365 business suite.
- Developed suggestions for technical process improvements to optimize resources.
InfosysBengaluru
Consultant
11.2022 - 05.2023
Job overview
- Worked as Delivery Co-ordinator for Microsoft Premier Engineering Escalation Assistance.
- Supported clients with business analysis, documentation, and data modeling.
- Liaised with customers, management, and CSAM's/RM's to better understand customer needs and recommend appropriate solutions.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
ConcentrixBengaluru
Deputy Manager
01.2022 - 09.2022
Job overview
- Managing teams providing B2B support for Microsoft Intune, M365 Lighthouse & CloudPC
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
ConcentrixBengaluru
Assistant Manager
06.2018 - 12.2021
Job overview
- Mentored team members to enhance professional development and accountability in workplace with 33 distinct promotions from span
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Convergys India Pvt LtdBengaluru
Escalation Engineer
01.2018 - 06.2018
Job overview
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions with Windows OS as product
Convergys India Pvt LtdBengaluru
Technical Support Associate
03.2017 - 01.2018
Job overview
- Resolved diverse range of technical issue across multiple systems and applications for customers and end-users across various time zones.
First Source LtdBengaluru
Support Associate
07.2016 - 01.2017
Job overview
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Education
Amity UniversityNoida
Bachelor of Computer Applications from AI & ML
07.2021 - Current
Loyola High SchoolPatna, BR
CBSE 12
04.2010 - 04.2012
St. Xavier’s High SchoolPatna, Bihar
ICSE 10th
03.2000 - 03.2010
Skills
Strategic Planning
Timeline
M365 Reactive Lead
Sherweb
06.2023 - Current
Consultant
Infosys
11.2022 - 05.2023
Deputy Manager
Concentrix
01.2022 - 09.2022
Amity University
Bachelor of Computer Applications from AI & ML
07.2021 - Current
Assistant Manager
Concentrix
06.2018 - 12.2021
Escalation Engineer
Convergys India Pvt Ltd
01.2018 - 06.2018
Technical Support Associate
Convergys India Pvt Ltd
03.2017 - 01.2018
Support Associate
First Source Ltd
07.2016 - 01.2017
Loyola High School
CBSE 12
04.2010 - 04.2012
St. Xavier’s High School
ICSE 10th
03.2000 - 03.2010
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