Mohammad Aamir Khan
Sr.Technical Support Consultant
Delhi
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments.
Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
3
3
Certificates
3
3
Language
Work History
Senior Technical Support Consultant – DVA
Adobe
Noida
01.2014 - Current
- January 2014 till Date
- o Creative ClOud InstallatiOn Support Individual (CS, TS and Retention)
- o PrOduct SuppOrt Engineer – Adobe XD Team
- o PrOduct SuppOrt Engineer – Adobe Stock and Photography Team
- o Technical SuppOrt COnsultant – DVA Team
- o SeniOr Technical SuppOrt Consultant – DVA Team
- Supporting the post-sales and software installation.
- Managing Pre- and post-production queries and edits.
- Working and assisting users with issues related to Adobe Video Products.
- Helping customer complaints from Emails, Chats, Calls, and Adobe Forums.
- Working with Multiple Audio and Video Media formats (MP4, QuickTime, AVI, MP3, MPEG, XML, etc.)
- Working with different Camera formats and files (ARRI, MP4, QuickTime, Drone, etc.)
- Dealing with Audio- Video synchronization and GPU, Plugins, and preset issues in project files.
- Assisting Multiple Download and installation Issues and Error fixing for PC, MAC, and Mobile users.
- Creative Cloud installation and configuration for Individual users on Windows and Mac Operating Systems.
- Delivering First Call Resolution for Technical and Customer Service Issues.
- Consistent Follow-up with users in case of Complex issues.
- Analysis of Error logs and coordination with development and other concern teams for their resolution.
- Reporting bugs for product releases to the engineering team.
- Billing and Payment dispute resolution for New and existing Users.
- Maintain Customer focus always and respond to customer’s inquiries (e-mails and phone) using the Best Practice guidelines.
Global Account Manager
HCL Technologies
Noida
03.2012 - 10.2013
- ACTIVE DIRECTORY Admin for in-Transition "Inventiv Health"
- Handling 18+ domains for client support
- Handling Access, Change and Exit Management through Active Directory
- Coordination with Service Desk and Remote Desktop Support to achieve accelerated resolution.
- Working on P1 requests service requests and incidents.
- Active Participation in Conference calls with HCL and Client Management Team.
Project Manager
Piexsys Technologies
Delhi
01.2010 - 01.2012
- Assisting Web Developers in Creating Web Portals for Schools & Colleges
- Resolving Technical queries and up-selling Web-based Services through coordinating.
Account Manager, SENIOR TECHNICAL RESOLUTION EXPERT
DELL International
Gurgaon
10.2007 - 07.2010
- With different teams
- Dedicated, to Key Clients to impart swift services in real-time and up- selling New Concepts and Services as per their needs
- Handling inbound Sales Calls for UK Clients & closing the same with upselling
- Heat check for Sales and technical queries with assistance for resolution
- Escalation Handling
- Revenue & Margin generation
- Incident Management
- Dell Financial Services promotion and closure
- Hardware & software Support
- Upselling DELL's Products and Services
- AWARDED "STAR OF THE QUARTER" in JULY 2010
Education
MBA - Human Resources Management
Shobhit University
Uttar, Pradesh 03.2013 - 06.2015
BBA - Business Management
AIMT
New Delhi 03.2004 - 05.2007
Xth - XIIth - General Studies
JD Tytler School
New, DelhiSkills
Social Media, Forums, Emails, Chats and Calls Handling
Certification
Digital Marketing
Accomplishments
Consistently among the Top Performer in CCI .
C-Sat Champion for month on month basis.
Selected for Retention Consultant Team
Selected for CCI Installation team.
Selected for Team XD & Photography
Selected for DVA Team.
Timeline
Senior Technical Support Consultant – DVA
Adobe
01.2014 - Current
MBA - Human Resources Management
Shobhit University
03.2013 - 06.2015
Global Account Manager
HCL Technologies
03.2012 - 10.2013
Project Manager
Piexsys Technologies
01.2010 - 01.2012
Account Manager, SENIOR TECHNICAL RESOLUTION EXPERT
DELL International
10.2007 - 07.2010
BBA - Business Management
AIMT
03.2004 - 05.2007
Xth - XIIth - General Studies
JD Tytler School
Hobbies
Singing
Writing Poetry
Reading Books
Making Friends
Hobbies
Singing
Writing Poetry
Reading Books
Making Friends
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