Naveed Khan
Associate Director
Bangalore,KA
Summary
Results-driven operations leader with expertise in transition management, operations management, and quality assurance. Focused on enhancing organizational efficiency and driving team development. Skilled in data management and client escalation, delivering strategic planning and effective communication to achieve impactful results.
Overview
19
19
years of professional experience
6
6
Certification
Work History
Associate Director – operations
LTIMindree
06.2022 - Current
- Led cross-functional teams to align project goals with organizational strategy.
- Developed and implemented operational plans for efficient resource management.
- Oversaw stakeholder communications to ensure project clarity and alignment.
- Evaluated performance of subordinates through regular feedback sessions and annual reviews.
- Ensured compliance with all applicable laws, regulations and policies related to the organization's operations.
- Analyzed data collected from various sources in order to identify trends or areas requiring further investigation or action.
- Developed and implemented strategies to increase organizational effectiveness and efficiency.
Operations Manager
Mindtree
03.2022 - 06.2022
- Oversaw daily operations, ensuring adherence to company policies and standards.
- Monitored processes and team performance, implementing improvements to enhance customer service efficiency.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Led team meetings to address progress, challenges, and operational strategies, fostering collaboration and alignment.
- Assessed employee development needs, providing targeted feedback to support goal achievement.
Technical Lead
Mindtree
03.2018 - 03.2022
- Led quality assurance initiatives, ensuring adherence to product standards and regulatory compliance.
- Developed and implemented quality control procedures for operational processes.
- Coordinated audits and inspections to ensure adherence to quality standards.
- Facilitated root cause analysis sessions to address defects and non-conformities.
- Created action plans for addressing any discrepancies found during internal or external audits.
- Analyzed data trends, identifying key areas for process improvement in production workflows.
- Analyzed customer feedback and complaints to identify areas of improvement in product quality.
- Trained team members on quality management systems and best practices.
Communications Management Engineer
Microsoft GTSC (Magna Info tech)
04.2017 - 03.2018
- Managed classified data and communications routing to ensure secure and efficient information flow.
- Facilitated communication between employees, management teams and executive leadership.
- Developed communication strategies to inform stakeholders about upcoming changes.
- Collaborated with senior leadership team to define goals, objectives and timelines associated with planned changes.
- Drafted progress reports on project milestones and identified issues to facilitate timely resolution.
- Attended meetings with senior management teams to discuss progress on projects timelines.
- Maintained knowledge base documentation and delivered technical support to enhance user accessibility.
Cloud Support engineer
Microsoft GTSC (Magna Info tech)
04.2015 - 04.2017
- Facilitated customer management of Azure subscriptions by supporting creation, modification, and cancellation processes.
Managed role assignments using Azure RBAC for secure access control.
Monitored compliance with organizational policies regarding subscription usage.
Addressed billing inquiries related to charges and invoices efficiently.
Guided customers on cost optimization strategies and Azure budgeting tools.
Assisted in setting up spending limits, alerts, and cost analysis reporting for customers.
Served as primary contact for subscription and billing concerns.
Resolved issues related to billing discrepancies and account setup promptly. - Delivered technical support for cloud services, contributing to increased customer satisfaction.
- Diagnosed and resolved complex issues within Azure environments.
- Collaborated with engineering teams to enhance service reliability and performance.
Client Tech Support Specialist (L2)
Dell International Services India Pvt Ltd
09.2009 - 02.2014
- Provided technical support and assistance to customers through phone, email, and remote access.
- Led technical support team to achieve timely issue resolution for customer inquiries.
- Streamlined ticketing system to prioritize critical customer issues and improve response times.
- Implemented best practices for troubleshooting and problem-solving techniques.
- Created training programs for new support staff to enhance understanding of operational procedures.
- Provided guidance and mentorship to staff on technical challenges and solutions.
- Analyzed customer feedback to identify areas for service improvement.
- Monitored performance metrics to ensure high-quality customer service standards were met.
- Conducted regular performance reviews with direct reports.
Technical Support Expert
Dell International Services India Pvt Ltd
09.2006 - 09.2009
- Delivered technical assistance to customers via phone and email, enhancing customer satisfaction.
- Diagnosed hardware and software issues for Dell products efficiently.
- Guided customers through step-by-step solutions, ensuring clarity and effectiveness in problem-solving.
- Collaborated with cross-functional teams to resolve complex technical problems, improving resolution time.
- Investigated problems reported by customers to identify root causes and solutions.
- Escalated unresolved issues to appropriate technical teams for further assistance.
- Provided initial support for technical service inquiries through calls and emails.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
Technical Support Executive
CLI3L
06.2005 - 08.2006
- Resolved customer inquiries via phone or online chat, ensuring timely support and improved customer experience.
- Managed customer inquiries and promptly resolved service-related issues to enhance customer satisfaction.
- Installed network infrastructure components such as routers, switches, and firewalls.
- Configured network settings according to customer specifications.
Interior Designer
Self-Employed
01.2000 - 01.2003
- Designed custom interiors for residential and commercial spaces.
- Selected materials, colors, and furnishings to create cohesive and appealing designs.
- Collaborated with clients to understand design preferences and requirements.
- Managed project timelines while coordinating with contractors and vendors to ensure timely execution.
- Conducted site visits to ensure designs were implemented accurately.
- Managed multiple projects simultaneously while meeting tight deadlines set by clients.
- Cultivated relationships with suppliers to source distinctive decor items that aligned with client visions.
- Visited home sites to assess and fulfill customer needs.
Education
Graduation - Commerce
DR CV Raman University
Bangalore06-2016
Skills
- Operations Management
- Transition Management
- Quality Management
- Staffing management
- Training management
- Team management
- Account management
- Escalation management
- Data Management and Reporting
- IT Infrastructure Management
- IT Technical Support
- Multi-Channel Support Strategy
- Customer support
- Knowledge Management
- Release communication
Certification
- ITIL Foundation, Quint Consulting Services
- MS Azure 70-533, Microsoft (Implementing Microsoft Azure Infrastructure Solutions)
- Azure Fundamentals, Microsoft
- Mastering Data Analysis in Excel, Coursera
- A+ Certified, Comptia A+ Essentials
- CAD Certified, Zee Interactive Learning Systems Ltd.
Personal Information
- Father's Name: K Budan Khan
- Date of Birth: 09/03/82
- Gender: Male
- Marital Status: Married
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Urdu
Upper Intermediate (B2)
B2
Kannada
Advanced (C1)
C1
Tamil
Intermediate (B1)
B1
Timeline
Associate Director – operations
LTIMindree
06.2022 - Current
Operations Manager
Mindtree
03.2022 - 06.2022
Technical Lead
Mindtree
03.2018 - 03.2022
Communications Management Engineer
Microsoft GTSC (Magna Info tech)
04.2017 - 03.2018
Cloud Support engineer
Microsoft GTSC (Magna Info tech)
04.2015 - 04.2017
Client Tech Support Specialist (L2)
Dell International Services India Pvt Ltd
09.2009 - 02.2014
Technical Support Expert
Dell International Services India Pvt Ltd
09.2006 - 09.2009
Technical Support Executive
CLI3L
06.2005 - 08.2006
Interior Designer
Self-Employed
01.2000 - 01.2003
Graduation - Commerce
DR CV Raman University