KUSH SINGH
Greater Noida
Summary
Customer-focused professional with over 10 years of diverse experience in delivering exceptional service to a wide range of clients. Proven expertise in IT troubleshooting, software support, Mobile Device Management (MDM) and effectively handling client escalations. Adept at mentoring teams as a Subject Matter Expert (SME) for technical issues, providing training to new team members, and leading teams as a Team Leader (TL). Proficient in various business processes including Technical Support, Customer Service, Sales, and account retention for both (SMB) and large Enterprise accounts. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
13
13
years of professional experience
Work History
Lead Technical Support Engineer
42Gears Mobility Systems (an MDM company)
2022.06 - Current
- Conducted regular performance reviews, ticket audits for team members, setting clear goals for professional growth.
- Developed comprehensive troubleshooting guides to improve team knowledge and performance.
- Streamlined support processes for increased efficiency and faster response times.
- Analyzed metrics from customer interactions to identify areas for improvement within Technical Support department.
- Implemented effective training programs for new hires, leading to reduced ramp-up time and increased productivity.
- Led cross-functional teams on high-impact projects, resulting in improved systems stability.
- Created detailed documentation for internal use, enhancing the ability of team members to resolve future client inquiries efficiently.
- Managed escalation procedures, ensuring timely resolution of critical incidents and minimizing business impact.
- Performed root cause analysis of reported issues to enact corrections.
- Served as a subject matter expert on key technologies, providing guidance to colleagues and customers alike.
- Worked closely with sales teams to ensure seamless handoff of clients after product implementation.
- Supported sales efforts by delivering technical presentations during pre-sales engagements, showcasing the value of the company''s solution offerings.
Sr. Technical Consultant
Adobe Inc.
2014.04 - 2022.05
- Build strong working relationships with Business clients of Adobe Creative cloud apps.
- Set up expert sessions with clients over virtual meets to educate and train new customers on various creative cloud desktop applications and services Act as escalation point between customer, technical support,
- Log feature requests for product limitations that are inhibiting usage
- Verifying issues reported and logging bugs for engineering team.
- Collaborated with cross-functional teams, ensuring timely project completion and client satisfaction.
- Led troubleshooting efforts for complex technical problems while maintaining a focus on client satisfaction throughout resolution processes.
- Conducted comprehensive risk assessments, mitigating potential issues before they impacted clients'' operations.
- Provided expert guidance on technology integration, leading to increased productivity for clients'' businesses.
Product & Process Trainer
Adobe Inc.
2019.06 - 2020.12
- Continuously update training materials to reflect product updates,process changes, and industry trends.
- Deliver regular refresher training sessions to existing employees to reinforce product knowledge and ensure adherence to updated processes.
Product Support Engineer
Adobe Inc.
2014.04 - 2019.05
- Providing complete technical support to Creative Cloud and Photoshop users via different platforms including phone, chat, and email.
- Supporting “How to queries” specifically to the creative cloud and PS apps.
- Tested new software and hardware prior to deployment.
Global Technical Analyst
Prometric Testing Pvt. Ltd.
2012.06 - 2014.04
- Monitored site services for faults (software, hardware, configuration, and environmental), responding to the detected faults and ensuring the resolution of issues.
- Performed re-installing or repairing the OS of the server, Administrating and testing computers, and readiness the site for future exams.
- Assisted customers with selections and maximizing every sales opportunity by cross-selling profitable products (for testing labs).
Technical Support Analyst
IBM India
2011.10 - 2012.05
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
Education
MBA - Operations Management
IMT
Ghaziabad01.2018
Master of Science - Information Technology Project Management
Web-univ Affiliated By SMU
New Delhi01.2013
Bachelor of Science - Information Technology
Web-univ Affiliated By SMU
New Delhi01.2011
GED -
Kamla Nehru College
Patna01.2008
High School Diploma -
Victoria Memorial High School
Patna01.2005
Skills
- Android Enterprise (Intermediate)
- Assign tasks and prioritize workload to ensure efficient and timely resolution of customer issues.
- MDM tools, Cloud & On-Premise.
- Certification in Digital Marketing from Delhi School of Internet Marketing (2017).
- Certification in ITIL 2011 foundation from Simpli Learn (2016).
- Certification in Power BI.
- Completed Jira foundations
- Collaborate effectively with other departments, such as development, product management, and quality assurance, to provide customer feedback and drive product enhancements.
- MS dynamics 365.
- Computer web Languages: HTML, CSS.
- Certified in Agile(CSM).
- Certification in Adobe Photoshop Lightroom
- Working knowledge of SaaS products such as MS-Dynamics 365, Citrix BMC, Google apps MS-office 365, Dropbox and slack.
- Root Cause Analysis
- Process Improvement
- Problem-Solving
Personalability
- Determined to achieve objectives and goals before deadlines.
- Strong comprehension skills and solutions focused.
- Ability to carry out tasks per applicable laws and policies of the organization.
- Goal oriented and ability to achieve the target.
Personal Information
Title: Lead Technical Consultant
Disclaimer
I hereby declare that all the statements made in this application are true, complete, and correct to the best of my knowledge and belief.
Languages
Hindi
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Lead Technical Support Engineer
42Gears Mobility Systems (an MDM company)
2022.06 - Current
Product & Process Trainer
Adobe Inc.
2019.06 - 2020.12
Sr. Technical Consultant
Adobe Inc.
2014.04 - 2022.05
Product Support Engineer
Adobe Inc.
2014.04 - 2019.05
Global Technical Analyst
Prometric Testing Pvt. Ltd.
2012.06 - 2014.04
Technical Support Analyst
IBM India
2011.10 - 2012.05
MBA - Operations Management
IMT
Master of Science - Information Technology Project Management
Web-univ Affiliated By SMU
Bachelor of Science - Information Technology
Web-univ Affiliated By SMU
GED -
Kamla Nehru College
High School Diploma -
Victoria Memorial High School
Similar Profiles
Ashish MankotiaAshish Mankotia
Sales Manager Govt. Business (India) & Middle East at 42Gears Mobility Systems Private LimitedSales Manager Govt. Business (India) & Middle East at 42Gears Mobility Systems Private Limited
Anantheshwar PaiAnantheshwar Pai
Senior Software Engineer at 42GEARS MOBILITY SYSTEMSSenior Software Engineer at 42GEARS MOBILITY SYSTEMS
Naveen JamesNaveen James
Technical Support Manager at | 42Gears Mobility SystemsTechnical Support Manager at | 42Gears Mobility Systems