Cloud Security
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
Attention to Detail
Multitasking
Customer Relationship Management
Technical Support
Strategic Thinking
Time management abilities
Team building
Data Analysis
Adaptability and Flexibility
Training and mentoring
Strong analytical skills
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 TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceTeam Building / Company RetreatsHealthcare benefitsWork from home optionPersonal development programsInterests
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