Mohammad Junaid Alam
@mohammadjunaidalam
Bilingual French-English IT Service Desk Analyst delivering technical support and high customer satisfaction.
IndiaWhat I'm looking for
I am a bilingual French-English IT Service Desk Analyst with over four years of experience supporting clients across banking, telecom, and IT domains. I specialize in technical troubleshooting, incident management, and ensuring SLA compliance while communicating clearly in French and English.
At Cognizant I provided first‑contact support for Wi‑Fi, VPN, AD tools and enterprise applications, documented incidents in ServiceNow/Remedy, and met KPIs such as FCR, AHT, and CSAT. Previously I handled Canadian French customers for banking processes at TCS and delivered French customer support and training at Sitel.
I hold a B.Sc. (Physics Honours) and formal French qualifications (Advanced Diploma, DELF A2), and I bring a service-oriented mindset, strong root-cause troubleshooting, and proven experience training and collaborating with teams.
Experience
Work history, roles, and key accomplishments
COProvide bilingual French-English technical support for global clients, resolving Wi-Fi, VPN, AD and enterprise application incidents via ServiceNow/Remedy while meeting SLAs and KPIs such as FCR, AHT and CSAT.
Managed Canadian French customer document verification for Bank of Montreal, ensuring accuracy and compliance for mortgage, personal and vehicle loan processes and communicating results to customers.
SICustomer Service Professional
Sitel India
Dec 2016 - Feb 2021 (4 years 2 months)
Delivered French-language inbound customer support for Equifax, handling credit reporting inquiries and upselling while training new hires as company-nominated French trainer.
Tourist Guide (French Clients)
Independent
Apr 2016 - Nov 2016 (7 months)
Guided French-speaking international tourists, delivering cultural and historical insights and ensuring high client satisfaction and smooth travel experiences.
Education
Degrees, certifications, and relevant coursework
Magadh University
Bachelor of Science (Honours), Physics
Completed Bachelor of Science with Honors in Physics from Magadh University, awarded in 2021.
BBBharatiya Vidya Bhavan
Advanced Diploma, French Language
Completed an Advanced Diploma in French Language from Bharatiya Vidya Bhavan in 2016.
Alliance Française
DELF A2 Certificate, French Language
Obtained DELF A2 certification in French (DELF A2) from Alliance Française in 2014.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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