This document contains contact and personal information for Uzer Khan, as well as his educational and professional experience. Uzer Khan is currently employed as a Subject Matter Expert at Mphasis Ltd, providing level 3 technical support for American Express. He has over 10 years of experience in IT service desk operations and administration. His objective is to utilize his skills and abilities in a growth-oriented role that recognizes individuality.

1. Contact Numbers:
Mobile:+ 91 9767000313
Official Email:
uzer.khan@entercoms.com
Personal email:
uzerkhn@yahoo.com
Present Address:
1059 Raviwar Peth,
Near Ganesh Peth Police
Chowky,
Pune – 411002.
Personal Information:
Date of Birth: 1st
Dec 1985
Sex: Male
Nationality: Indian
Marital Status: Married
Passport Number : H9789155
Languages Known :
 English
 Hindi
 Marathi
Corporate Achievements:
 Quality champ Award
from Director
 Summit Award
Winner.
Tools Known:
 Service Now
 Service Center
 Bomgar Support
 Dameware
Uzer Shakeel Khan
Objective:
Seeking a position to utilize my skills and abilities where growth prospects
are unlimited and individuality is recognized by work, and to achieve
professional satisfaction by meeting higher responsibilities.
Education
B.Sc Information Technology
2011 SMU University
H.S.C
2004 Maharashtra Board
S.S.C
2002 Maharashtra Board
Technical Skills
 Operating System: Win XP, Win 7
 Application Software: Microsoft Office.
 Technical support experience in Windows Operating Systems
 Experience of Technical support in the computer field
Career Profile
 Has experience in IT Service desk operations and administration,
remote infrastructure monitoring support.
 Excellent communication & interpersonal skills with strong
analytical, organizational and relationship management abilities.
 Comprehensive problem solving abilities, excellent verbal and written
communication skills, Ability to deal with people, Fast learner, Team
facilitator.
 Ready to travel Local or Overseas if required for Business purpose.

2. Current Employer: Mphasis Ltd.
Title: Subject Matter Expert
Period: From May 2012 till date
Band &Level: Band 5 level 3
Project: American Express.
Job Profile:
Currently Providing Level 3 technical support on incidents for American Express corporate staff which
includes
o The role resolves help desk problems, developing documentation, escalating help desk
problems, improves processes,managing a knowledge base,assisting Team Leader to
manage productivity, assisting Team Leader in coaching and mentoring, assisting Team
Leader to implement new business, taking escalations calls.
o Provide real time support to TSA/TSE and Sr. TSE, attend change management calls and
conduct refresher and update training.
o Work closely with Team Leaders to manage team resources.
o Maintain daily knowledge of team member availability. Escalate any resource issues (e.g.
availability, productivity, quality) to the Leadership team.
o Updated the existing systems and applications with improved functions to enhance
overall productivity
o Prepared and maintained necessary paperwork related to projects undertaken by the
organization.
o Responsible for troubleshooting, installation, configuration and repairing computer
systems.
o Provided functional and technical support, troubleshooting and diagnosing hardware and
software problems, including desktop, laptop, LAN, and remote systems
o Desktop/laptop hardware and software installation.
o Repair and maintenance of computer, printers, monitors, scanners and hardware.
o Install configure and troubleshoot Microsoft Office software.
o Active Directory Support:
 Working on Active directory to find users details and giving access to Admin
groups through Active Roles Server Console.
o Incident Management:
 Routing the incidents that are out of scope from level 2 to level 3 teams such as
AD support, Field Services, Security Provisioning, Lotus notes, Wintel Support
to resolve issues.
 Serve as the communication and escalation focal point for the team (particularly
during outages) Train new staff on GFS processes and procedures.

3. Previous Process: JP Morgan Chase (ITO-SD)
Title: Sr. Technical Support Executive
Band & Level: Band 5 level 2
Project: JP Morgan Chase (ITO-SD).
Job Profile: Worked as Floor support, handled escalations, Helped customers in resolving the issue
and creating tickets through Live Chat Application (Non Voice) for 6 months.
Previous Employer: Wipro (BPO)
Title: SME (L2)
Band & Level: Band 5 level 2
Project: Windstream.
Job Profile: Worked as SME which included Troubleshooting Hardware, Software,
Networking devices and issues.
Worked with agents in Quality and Product Focus group to get them on par with other
agents.
Handled OJT batch successfully.
Previous Employer: Wipro (BPO)
Title: SME (L2)
Band & Level: Band 5 level 2
Project: Capital One Investigative Solutions.
Job Profile: Making investigations on the customer disputes with the merchant.
Analyzing whether the case to be referred to fraud department.
Analyzing the reasons of the Disputes.
Proficient in all the MasterCard and Visa USA policies.
Analyzing the documents sent by the Cardholder and arriving at the decision
Strengths:
 Able to work and stay focused under pressure
 Flexible with working hours.
 Team Player.
 A strong will power with desire to contribute and succeed.
 Ready to do things differently if it aids better results with “Can Do Attitude”.

4. Declaration:
I do hereby declare that the above-mentioned details are true to the best of my knowledge.