Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Work Preference
Interests
Timeline
AccountManager
Sageer Ali Khan

Sageer Ali Khan

IT Support Expert
Bangalore

Summary

Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.

Overview

7
7
years of professional experience
4
4
years of post-secondary education
6
6
Certifications

Work History

Subject Matter Expert

Concentrix
02.2023 - 1 2024
  • Demonstrated leadership in ambiguous, high-pressure situations, working independently with limited direction.
  • Took ownership of urgent customer matters, building strong relationships with internal stakeholders.
  • Optimized service delivery by aligning technology owners with best practices and methodologies.
  • Demonstrated strong problem-solving skills and critical thinking techniques.
  • Understood organizational change management and user experience improvement techniques.
  • Engaged professionally with people at all levels, utilizing strong interpersonal skills.
  • Managed time and priorities with attention to detail across a diverse array of competing initiatives.
  • Integrated effectively into a team focused on technical and process improvement.
  • Effectively dealing with issues, while maintaining a positive relationship with the customer.
  • Developed comprehensive training programs to ensure effective knowledge transfer and successful product adoption
  • Provided subject matter expertise to support the development of new products, services and processes.
  • Resolved escalated customer issues in a timely manner while maintaining positive relationships.
  • Worked with user groups to solve business problems with available technology.
  • Calculated, compiled, and submitted metrics to drive performance measures.
  • Delivered prompt reporting of noncompliance and sought corrective act.

Escalation Engineer

Concentrix
02.2021 - 01.2023
  • Served as a subject matter expert in key technology areas, providing guidance and expertise to colleagues and clients alike.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Went beyond minimum requirements in driving service transition and integration activities, aiming for world-class delivery.
  • Developed actionable plans with clear deliverables and milestones, eliminating ambiguity.
  • Communicated with high energy, leveraging excellent verbal, written, and presentation skills.
  • Created clear and actionable service-related communications for targeted audiences.
  • Established strong relationships with key stakeholders, fostering trust and collaboration across departments.
  • Developed troubleshooting guides for the team to efficiently diagnose and resolve complex technical problems.
  • Leveraged root-cause analysis techniques for identifying underlying issues, enabling long-term improvements to product stability.
  • Analyzed trends in escalations data to identify recurring issues and initiate preventative measures.
  • Created knowledge base articles for common issues, enabling quicker resolutions for customers and support staff.

Microsoft Support Analyst

Concentrix
03.2018 - 01.2021
  • Troubleshot technical issues with Microsoft products.
  • Assisted with software installation and configuration.
  • Addressed system compatibility concerns.
  • Guided users through step-by-step troubleshooting processes.
  • Provided solutions for technical challenges.
  • Ensured a positive customer experience in resolving technical problems.
  • Addressed billing inquiries and concerns.
  • Assisted with payment-related issues.
  • Clarified charges on invoices and billing statements.
  • Provided information on subscriptions and account management.
  • Helped users understand and manage their billing accounts.
  • Ensured a smooth and satisfactory experience for customers regarding the financial aspects of Microsoft services.

Support Representative

HGS - Hinduja Global Solutions
06.2016 - 03.2018
  • Built relationships with customers through active listening, empathy, and communication skills
  • Troubleshot and resolved a variety of software, hardware, network, and system issues for customers
  • Responsible for driving the incident Management process including Major incidents and effectively engaging L2, L3 & Service delivery teams
  • Utilized problem solving skills to diagnose root causes of technical problems reported by customers
  • Queue management Inbound & Outbound; with a strong focus on achieving SLA targets.

Education

Bachelor of Engineering - BE, Electrical and Electronics Engineering -

Visvesvaraya Technological University (VTU)
06.2011 - 06.2015

Skills

Continuous Process Improvement

Certification

Foundations of Cybersecurity - Google

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceTeam Building / Company RetreatsHealthcare benefitsWork from home optionPersonal development programs

Interests

Cloud Security

Timeline

Subject Matter Expert

Concentrix
02.2023 - 1 2024

Escalation Engineer

Concentrix
02.2021 - 01.2023

Microsoft Support Analyst

Concentrix
03.2018 - 01.2021

Support Representative

HGS - Hinduja Global Solutions
06.2016 - 03.2018

Bachelor of Engineering - BE, Electrical and Electronics Engineering -

Visvesvaraya Technological University (VTU)
06.2011 - 06.2015

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Sageer Ali KhanIT Support Expert