Mohammed Kabeer Shaikh
Technical Support Engineer
Pune
Summary
Dedicated and results-oriented Technical Support Engineer with 1.5 years of experience in providing comprehensive support for Office 365 services, managing user accounts, troubleshooting technical issues, and ensuring high availability of cloud-based applications. Known for delivering high customer satisfaction and achieving quick resolution times, improving user experience and productivity across the organization. Strong focus on proactive monitoring, process improvement, and training end-users to leverage product capabilities effectively.
Overview
1824
1824
years of professional experience
1
1
Certification
2
2
Languages
Work History
Technical Support Engineer
Concentrix - Microsoft
Pune
04.202 - Current
- Achieved and maintained an average customer satisfaction rating of 90% by resolving end-user issues with patience, precision, and strong communication skills, consistently meeting SLAs and quality standards.
- Reduced the average ticket resolution time by 20% through effective prioritization, streamlined workflows, and implementing best practices in troubleshooting and documentation.
- Identified repetitive support issues and took initiative to create comprehensive documentation and knowledge base articles, reducing recurring support requests by 15%. Suggested process automation solutions for routine tasks, saving time and improving team efficiency.
- Provided guidance and training to end-users on new Office 365 features and best practices, enhancing user adoption and proficiency in using Office applications. Host onboarding sessions to familiarize new employees with the Office 365 environment.
Associate Claims Representative
Aviva Insurance
Pune
01.2022 - 04.2023
- Reduced claimant frustration with prompt communication regarding claim status updates and next steps.
- Assisted in training new hires on best practices for managing workload, navigating company systems, and delivering quality customer service for a seamless transition into their new roles as Associate Claims Representatives.
- Streamlined the claims process for faster resolution through diligent investigation and fact checking.
- Contributed to the overall success of the claims department through consistent performance by 20 %, achieving established goals, and actively participating in continuous improvement initiatives.
Education
B.E - Mechanical Engineering
Keystone School of Engineering
Pune 04.2001 -
Skills
Office 365 troubleshooting
User Support
Exchange Online administration
ITIL Knowledge
Training and mentoring
Accomplishments
- Recognized by team leads and awarded twice for “Rockstar Award” for the last quarter due to outstanding performance in supporting Office 365 tools and achieving excellent feedback on user satisfaction and technical problem-solving.
- Recognized for swift response in high-priority incidents, including unplanned service disruptions or critical security alerts, consistently restoring services in less than the targeted response time. Received commendation for prompt and effective handling of escalations.
Certification
Microsoft Office 365 Fundamentals
Timeline
Microsoft Office 365 Fundamentals
02-2024
Associate Claims Representative
Aviva Insurance
01.2022 - 04.2023
B.E - Mechanical Engineering
Keystone School of Engineering
04.2001 -
Technical Support Engineer
Concentrix - Microsoft
04.202 - Current
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