Mohammed Khalandar
Bengaluru
Summary
Dynamic Technical Support Team Leader at Automation Anywhere with a proven track record in team management and technical troubleshooting. Skilled in incident management and process improvement, I have successfully enhanced customer satisfaction and loyalty through effective communication and training initiatives. Passionate about driving team performance and resolving complex issues efficiently.
Overview
14
14
years of professional experience
Work History
Technical Support Team Leader
Automation Anywhere
Bengaluru
07.2021 - Current
- Progressed from Senior Technical Support Engineer to Technical Lead, currently overseeing team operations.
- Led technical support team in effectively resolving customer issues and ensuring satisfaction.
- Trained new staff on support processes and service tools for enhanced performance.
- Analyzed support tickets and customer feedback to identify recurring problems and improvement areas.
- Facilitated communication between technical teams and end-users for timely issue resolution.
- Implemented best practices for efficient troubleshooting of complex technical issues.
- Coordinated daily operations to ensure seamless delivery of customer service.
- Motivated team members to build customer loyalty and drive retention initiatives.
Senior Customer care Engineer
Aspect Technology center India Pvt Ltd
Bengaluru
05.2018 - 06.2021
- Resolved escalated tickets related to application support within agreed SLAs.
- Provided technical guidance on installation, configuration, upgrades, and troubleshooting.
- Conducted user training sessions to enhance application usage and efficiency.
- Collaborated with development teams to address software bugs and improve functionality.
- Diagnosed complex technical issues and escalated them to appropriate teams promptly.
- Maintained documentation for application processes and troubleshooting procedures.
- Assisted in system upgrades and effectively implemented new features.
- Developed application support processes to ensure high availability of critical systems.
Service Support Representative
Unisys India Private Ltd
Bengaluru
11.2014 - 04.2018
- Delivered technical assistance to users through phone and email support.
- Diagnosed hardware and software issues across diverse customer systems.
- Collaborated with engineering teams to resolve complex technical challenges.
- Trained junior staff on support procedures and customer service best practices.
- Managed ticketing system to efficiently prioritize and track support requests.
- Conducted remote troubleshooting sessions for software installation assistance.
- Executed root cause analysis techniques to resolve intricate technical problems.
Process Executive
Infosys BPO ltd
Bengaluru
08.2011 - 09.2014
- Managed daily operations to ensure efficient processing of client requests.
- Collaborated with cross-functional teams to enhance workflow and service delivery.
- Resolved client inquiries by providing timely and accurate information consistently.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Visvesvaraya Technological University
Bengaluru07-2011
Skills
- Team leadership
- Verbal and written communication
- Technical troubleshooting
- Incident management
- Process improvement
- Customer relationship management
- Knowledge base development
- Team management
- Analytical thinking
- Communication proficiency
- Escalation handling
Languages
Hindi
First Language
English
Proficient (C2)
C2
Urdu
Intermediate (B1)
B1
Kannada
Elementary (A2)
A2
Timeline
Technical Support Team Leader
Automation Anywhere
07.2021 - Current
Senior Customer care Engineer
Aspect Technology center India Pvt Ltd
05.2018 - 06.2021
Service Support Representative
Unisys India Private Ltd
11.2014 - 04.2018
Process Executive
Infosys BPO ltd
08.2011 - 09.2014
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Visvesvaraya Technological University
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