FIRAS CHOHAN
Cyber Security
Mumbai
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Information Security Specialist with passion for aligning security architecture plans and processes with security standards and business goals. Extensive experience developing and testing security framework for cloud-based software. Versed in robust network defense strategies. Results-driven IT professional with notable success in planning, analysis and implementation of security initiatives. Strengths in providing comprehensive network design and security frameworks.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Accenture Solutios Pvt Ltd
Mumbai
10.2023 - Current
- Investigate and analyze customer technical queries to provide timely and effective solutions in Verizon 5G
- Collaborate with cross-functional teams to address customer concerns and ensure satisfaction
- Proactively monitor network health, identifying potential issues and implementing preventive measures
- Drive continuous improvement initiatives by identifying opportunities to enhance processes
- Communicate findings and recommendations in a clear and concise manner to both technical and non-technical audiences.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Senior Associate
WNS Global Service Pvt Ltd
Mumbai
05.2021 - 10.2023
- British Gas & Energy (UK)
- Pilot Batch Chat Base Process
- SAP Analyst
- Quality Leader.
Senior Executive - Customer Service
Teleperformace
Mumbai
02.2020 - 02.2021
- Barclays Banking (UK)
- Pilot Batch Chat Process - International
- Specialised Quality Control, Critical Escalations & Delivering Productive Results
- Achieved Fastest & Valued Recognition - 3rd Stack Ranker (Maharashtra) Promoted as Team Coach Within 6 Months
- Performed Leadership Roles Over Achieved KRA & KPI's
- Rated as Top Performer.
Executive - Customer Service
Atlantic Exports
Mumbai
05.2016 - 05.2018
- Member of the Core Team
- Pitching New Deliverables & Product Presentations
- New Customer Acquisitions & Sale Closures
- Key Account Management Handling Clients Requirements & Queries
- Over Achieved Sales Targets & Client Retentions.
Education
Certified Ethical Hacker - CEH/V11 -
EC-Council University
01.2022 - 01/2023
Master of Cyber Security - undefined
Palo Alto Network Cyber Security
01.2022 - 01/2023
Bachelor of Science - undefined
Rizvi College of Arts, Science & Commerce
01.2017 - 01/2020
Skills
Internet of Things (IoT)undefined
Interests
Coding/Programming
Traveling
Blogging
Photography
Personal Information
- Date of Birth: 07/12/98
- Gender: Male
Timeline
Technical Support Representative
Accenture Solutios Pvt Ltd
10.2023 - Current
Certified Ethical Hacker - CEH/V11 -
EC-Council University
01.2022 - 01/2023
Master of Cyber Security - undefined
Palo Alto Network Cyber Security
01.2022 - 01/2023
Senior Associate
WNS Global Service Pvt Ltd
05.2021 - 10.2023
Senior Executive - Customer Service
Teleperformace
02.2020 - 02.2021
Bachelor of Science - undefined
Rizvi College of Arts, Science & Commerce
01.2017 - 01/2020
Executive - Customer Service
Atlantic Exports
05.2016 - 05.2018
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