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

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Software

Power Point

Excel

Sharepoint

CC Express

Acrobat

Adobe e-Sign

Windows

Mac

Availability
See my work availability
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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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Sameer JainIT Professional