Summary
Work History
Education
Skills
Software
Work Availability
Interests
Quote
Timeline
Hi, I’m

Sameer Jain

IT Professional
Faridabad
Sameer Jain

Summary

Results-oriented Support Lead offering a decade of experience in field of Customer Support Operations. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.

Work History

Adobe
Noida

Lead Technical Support Consultant
02.2021 - Current

Job overview

  • Leading team providing project management support, managing tasking, schedules, deliverables and customer relations for high-visibility enterprise & SMB-wide projects.
  • Prepared employee schedules for maximum coverage during key hours.
  • Managed specialist team(SMEs) to provide technical assistance and customer service.
  • Monitored employee and customer interactions to assess quality of service.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Coached employees through day-to-day work and complex problems.
  • Monitored employee and customer interactions to assess quality of service.
  • Monitored customer service metrics and provided feedback to team members, upholding quality standards.
  • Evaluated entry and exit criteria for applications, working with clients to capture enterprise and SMB technical requirements comprehensively.
  • Generated reports to track performance and analyze trends.
  • Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
  • Analyzed customer service data to identify trends, identify solutions and improve customer experience.
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally.
  • Tested new software and updates/upgrades/Sprint Fix prior to deployment.
  • Helped streamline repair processes and update procedures for support action consistency.

Adobe
Noida

Senior Technical Support Consultant
02.2017 - 01.2021

Job overview

Adobe
Noida

Technical Support Consultant
10.2014 - 01.2017

Job overview

Genpact
Gurgaon

Process Developer
12.2013 - 05.2014

Job overview

Genpact
Gurgaon

Process Associate
06.2012 - 11.2013

Job overview

IGate Patni
Noida

Trainee
07.2011 - 09.2011

Job overview

Honeywell
Gurgaon

Trainee
06.2010 - 08.2010

Job overview

Education

Indian Institute of Management
Kozhikide

Advaced Operations Management & Analytics from Operations Management & Analytics
01.2022 - 01.2023

University Overview

Maharishi Dayanand University
Rohtak

B. Tech from Information Technology
05.2008 - 05.2012

University Overview

Skills

    Project Management

Operations management

Improvement initiatives

Strategic planning

Policies and procedures

Coaching and mentoring

Report generation

Team Building

Schedule Management

Training and mentoring

Systems and software programs

Technical support escalations & Knowledge

Software

Power Point

Excel

Sharepoint

CC Express

Acrobat

Adobe e-Sign

Windows

Mac

Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests

Cricket

Cooking

Travel

Geo-Politics

Quote

Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs

Timeline

Indian Institute of Management
Advaced Operations Management & Analytics from Operations Management & Analytics
01.2022 - 01.2023
Lead Technical Support Consultant
Adobe
02.2021 - Current
Senior Technical Support Consultant
Adobe
02.2017 - 01.2021
Technical Support Consultant
Adobe
10.2014 - 01.2017
Process Developer
Genpact
12.2013 - 05.2014
Process Associate
Genpact
06.2012 - 11.2013
Trainee
IGate Patni
07.2011 - 09.2011
Trainee
Honeywell
06.2010 - 08.2010
Maharishi Dayanand University
B. Tech from Information Technology
05.2008 - 05.2012

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