Firas Chohan
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. Self-motivated brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
2025
2025
years of professional experience
Work History
Senior Tech Support Representative
Accenture Solutions Pvt Ltd
10.2023 - Current
- Investigate and analyze customer technical queries to provide timely and effective solutions in Verizon 5G
- 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.
- Actively participated in departmental meetings to share updates on current challenges, achievements, and ongoing initiatives
- Diagnosed and troubleshot hardware, software and network issues.
- Streamlined support processes for increased efficiency and faster resolution times.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
Senior Associate
WNS Global Service Pvt Ltd
5 2021 - 10.2023
- British Gas & Energy (UK)
- Identified system issues and recommended changes to close system holes.
- SAP Analyst.
- Coordinated system training for employees, enabling personnel to remain current on latest practices and procedures.
- Played a pivotal role in securing new business opportunities through tailored proposals and presentations.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
Senior Executive - Customer Service
Teleperformace
02.2020 - 05.2021
- Barclays Banking (UK)
- Pilot Batch Chat Process - International
- Specialized 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.
- Increased employee retention rates through development and implementation of effective career progression paths for staff members.
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
VAPT Analyst
Atlantic Exports
05.2016 - 05.2018
- Performed risk analyses to identify appropriate security countermeasures.
- Enhanced network security by implementing advanced threat detection and prevention systems.
- Improved incident response times by developing and maintaining cybersecurity playbooks for common attack scenarios.
- Optimized security monitoring processes by implementing automated tools for real-time threat detection and analysis.
- Conducted security audits to identify vulnerabilities.
- Played key role in regulatory compliance projects, ensuring adherence to industry standards and legal requirements related to cybersecurity.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
Education
Master's in Cyber Security - Cyber Security
IBBY
IBBY05-2023
Bachelor of Science - Botany & Zoology
Rizvi College of Arts, Science & Commerce
Certified Ethical Hacker - CEH/V11 - Cyber Security
EC-Council University
NSE 1, 2, 3 Network Security Associate - NSE Certification Program
FORTINET
CompTIA Pentest+ - Cyber Security
Try Hack Me
03.2023
Palo Alto Network Cyber Security - Cyber Security
Palo Alto Network Cyber Security
12.2022
Certified Information System Security Professional - Cyber Security
CISSP
08.2021
CISA - Cyber Security
CISA
08.2021
Skills
- SQL Programming
- Python Programming
- SAS programming
- Incident Response
- Digital Forensics
- Network Security
- Phishing Detection
- Vulnerability Assessment
- Threat Intelligence
- SIEM management
- Incident Response Management
- Cryptanalysis
Additional Information
Coding/Programming
Travelling
Blogging
Photography
Personal Infomation
Date of Birth : 07/12/98
Gender : Male
Timeline
Senior Tech Support Representative
Accenture Solutions Pvt Ltd
10.2023 - Current
Senior Executive - Customer Service
Teleperformace
02.2020 - 05.2021
VAPT Analyst
Atlantic Exports
05.2016 - 05.2018
Bachelor of Science - Botany & Zoology
Rizvi College of Arts, Science & Commerce
Certified Ethical Hacker - CEH/V11 - Cyber Security
EC-Council University
NSE 1, 2, 3 Network Security Associate - NSE Certification Program
FORTINET
CompTIA Pentest+ - Cyber Security
Try Hack Me
Palo Alto Network Cyber Security - Cyber Security
Palo Alto Network Cyber Security
Certified Information System Security Professional - Cyber Security
CISSP
CISA - Cyber Security
CISA
Senior Associate
WNS Global Service Pvt Ltd
5 2021 - 10.2023
Master's in Cyber Security - Cyber Security
IBBY
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