Summary
Overview
Work History
Education
Skills
Disclaimer
Timeline
Generic

Mohammed Uves Khan

Bengaluru

Summary

A seasoned Senior Technical Specialist with over eight years of expertise in technical troubleshooting, vendor coordination, and incident management. Demonstrated success in mentoring teams, optimizing incident resolution processes, and significantly reducing downtime to ensure seamless operations. Passionate about delivering exceptional customer support, I foster a collaborative environment while remaining committed to meeting service level agreements (SLAs). Adept at driving proactive solutions to complex technical challenges, I consistently contribute to enhancing systems, processes, and overall company success.

Overview

10
10
years of professional experience

Work History

Senior Technical Specialist

Victoria's secret & Co
Bangalore
05.2019 - Current
  • Assisted junior team members in resolving complex technical issues in a timely manner.
  • Work alongside internal teams to diagnose and fix complex technical issues.
  • Reviewing and scrub vendor tickets overnight, ensuring proper severity assignment.
  • Coordinated with Vendors to maintain SLA standards.
  • Participated in review sessions with L1 peers on new software implementations.
  • Acted as primary point of contact for resolving store issues overnight.
  • Currently working on the new project, "ITSD Proactive Focus Area."
  • Addressing potential issues to prevent revenue disruptions, and reduce downtime.

Technical Associate 2

Concentrix
Bengaluru
08.2016 - 05.2019
  • Commenced role as technical associate 1 for Microsoft Client at Concentrix.
  • Supported customers with technical issues related to Windows and Office, delivering consistent daily results.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Resolved escalated customer service issues in a timely manner.
  • Achieved promotion to Tier II Specialist role.
  • Mentored junior team members and managed employee relationships.

Customer Support Executive

Allsec Technologies ltd INDIA
Bangalore
10.2014 - 08.2016
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Resolved customer complaints promptly and efficiently.
  • Maintained a high level of professionalism when dealing with difficult customers.

Education

Bachelor of Commerce -

CCS
06-2017

Skills

  • Keen observation skills
  • Technical troubleshooting
  • Vendor coordination
  • Incident management
  • Customer support
  • Team collaboration
  • Training and mentoring
  • Service level agreements
  • Analytical skills
  • Handling situations

Disclaimer

The above mentioned details are accurate to the best of my knowledge, any reference to the above mentioned details shall be provided on request or on need basis.

Timeline

Senior Technical Specialist

Victoria's secret & Co
05.2019 - Current

Technical Associate 2

Concentrix
08.2016 - 05.2019

Customer Support Executive

Allsec Technologies ltd INDIA
10.2014 - 08.2016

Bachelor of Commerce -

CCS

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Mohammed Uves Khan