Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Hobbies
Hobbies
Hobbies
Generic
Mohammad Aamir Khan
Open To Work

Mohammad Aamir Khan

Senior Product Support Engineer - Adobe
Delhi,DL

Work Preference

Job Search Status

Open to work

Desired Job Title

Technical Support RepresentativeTechnical Support EngineerTechnical ConsultantCustomer Service RepresentativeCustomer Success Manager

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

Hybrid
Location: Delhi, DL, IN
Open to relocation: No

Important To Me

Work from home optionFlexible work hoursWork-life balanceHealthcare benefitsPaid sick leave401k match4-day work weekPaid time offCareer advancement

Summary

  • Senior Product Support Engineer with 18+ years in SaaS, digital-video and enterprise support.
  • 12+ years embedded in Adobe’s Creative Cloud ecosystem (Premiere Pro, After Effects, Audition).
  • I specialize in L3 escalation ownership, media workflows, GPU/rendering and plugin diagnostics, and end-to-end installation/ licensing architectures.
  • I solve high-impact technical issues for professional video creators and enterprise customers: reproducing defects, coordinating with engineering for fixes, and delivering retention-saving resolutions that improve CSAT and protect revenue. I’m comfortable with both Windows and macOS diagnostics, log analysis, and complex codec/rendering workflows.
  • Seeking Senior Specialist / Escalation SME / Product-facing technical roles where I can combine deep troubleshooting skills with cross-functional leadership to accelerate bug resolution and improve customer outcomes.
  • Professional with deep expertise in subject matter, prepared to drive impactful outcomes. Proven ability to deliver results through collaborative teamwork and adaptability. Skilled in research, analysis, and effective communication. Known for reliability and strong focus on meeting organizational goals.

Overview

19
19
years of professional experience
5
5
years of post-secondary education
4
4
Certificates
3
3
Language

Work History

L3 Escalation SME - Adobe

Adobe
Noida, Uttar Pradesh
01.2014 - 07.2026
  • January 2014 till Date
  • Owned L3 escalations across the Creative Cloud Digital Video & Audio product suite (Premiere Pro, After Effects, Audition), driving end-to-end investigation and resolution.
  • Diagnosed and resolved complex rendering, codec, synchronization, GPU and plugin conflict issues across Windows and macOS, enabling timely release validations.
  • Reproduced bugs and collaborated directly with Engineering to create actionable defect reports and test validation cases.
  • Led installation architecture support for Creative Cloud: licensing, cross-device activation, installer troubleshooting, and subscription billing dispute resolution to protect revenue.
  • Managed pre- and post-production workflow troubleshooting for professional creators; delivered first-call resolutions in high-impact customer retention scenarios.
  • Recognized consistently for top CSAT performance and selected for specialized DVA & Installation teams.

    Tools/Technologies: Premiere Pro, After Effects, Audition, Creative Cloud Desktop, XML workflows, MP4/MOV/AVI/MPEG, GPU diagnostics, log analysis, CRM systems.
  • Resolved escalated technical incidents across hardware, software, and network environments.
  • Diagnosed root causes using ticketing systems, logs, and remote support tools.
  • Configured endpoints, accounts, and access permissions for complex user support requests.
  • Documented troubleshooting steps and solutions to strengthen knowledge base accuracy.
  • Collaborated with Tier 1 teams to transfer unresolved issues and improve case handling.
  • Monitored service requests and prioritized workloads to maintain response consistency.
  • Guided users through advanced troubleshooting for operating systems, applications, and connectivity issues.
  • Advised process improvements to reduce recurring support issues and streamline resolution paths.
  • Reduced response time for customer inquiries by implementing efficient ticket prioritization strategies.

Global Account Manager

HCL Technologies
Noida, Uttar Pradesh
03.2012 - 10.2013
  • ACTIVE DIRECTORY Admin/ Windows Administrator 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.
  • Provided ongoing training and development opportunities for team members to enhance their skills in managing global accounts effectively.
  • Optimized resource allocation by balancing account priorities with team capabilities, leading to improved project outcomes.

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.
  • Led cross-functional project plans, aligning scope, timelines, and stakeholder expectations across development teams.
  • Oversaw requirements gathering, translating business needs into actionable implementation plans.
  • Mentored project team members, strengthening execution discipline and accountability across initiatives.
  • Facilitated client discussions, clarifying objectives and maintaining alignment throughout project delivery.

SENIOR TECHNICAL RESOLUTION EXPERT

DELL International
Gurgaon, Haryana
10.2007 - 07.2010
  • Delivered technical resolution and account management for UK/US enterprise customers; drove upsell opportunities.
  • 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
  • Resolved complex customer issues through root-cause analysis and clear, timely communication.
  • Coordinated cross-functional escalations to restore service and close cases efficiently.
  • Documented resolutions accurately in case-management systems to support audit readiness.
  • Trained new team members on resolution workflows, system navigation, and service standards.
  • Improved resolution quality by refining knowledge-base content and troubleshooting procedures.
  • Provided exceptional support during high-pressure situations, diffusing tension and facilitating productive discussions towards resolutions.
  • Reduced escalation rates by proactively identifying potential issues and providing appropriate solutions.
  • Enhanced communication channels between customers and the company, fostering better understanding of needs and expectations.
  • Improved customer satisfaction by efficiently resolving disputes and addressing concerns.
  • Managed a high volume of cases, effectively prioritizing tasks to ensure timely resolutions.

Education

MBA - Human Resources Management

Shobhit University
Uttar, Pradesh
03.2013 - 06.2015

BBA - Business Management

AIMT
New Delhi
03.2004 - 05.2007

Skills

    Social Media, Forums, Emails, Chats and Calls Handling

PC/MAC hardware Software ProficientData Recovery, Disaster Recovery ProficientMicrosoft apps: PowerPoint, Word, Excel, Microsoft Dynamic 365 CRM, RATS andAdobe Video editing & Animating apps- Adobe Premiere pro, After effects, PremiereRush, Audition, Character Animator and Adobe AnalyticsTeam PlayerCreative and Imaginative

English,Hindi,Urdu

Escalation Handling

Certification

Digital Marketing

Accomplishments

  • Digital Video Support (Premiere Pro, After Effects)
  • L3 Escalation Management
  • Media Formats & Codec Troubleshooting
  • GPU / Rendering Diagnostics
  • SaaS Installation & Licensing
  • Log Analysis & Bug Reproduction
  • Customer Retention Strategy
  • Cross-functional Engineering Coordination
  • Windows & macOS Diagnostics
  • CRM / Ticketing Systems

Timeline

Artificial Intelligence
12-2026

Adobe Certified Professional - Premiere Pro

10-2025
Digital Marketing
04-2017

Data Recovery

01-2015

L3 Escalation SME - Adobe

Adobe
01.2014 - 07.2026

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

SENIOR TECHNICAL RESOLUTION EXPERT

DELL International
10.2007 - 07.2010

BBA - Business Management

AIMT
03.2004 - 05.2007

Hobbies

Singing

Writing Poetry

Reading Books

Making Friends

Hobbies

Singing

Writing Poetry

Reading Books

Making Friends

Hobbies

Singing

Writing Poetry

Reading Books

Making Friends

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Mohammad Aamir KhanSenior Product Support Engineer - Adobe