Sakeena Firdose User

I’m a Technical Support professional with hands-on experience across customer support, fintech, and Microsoft 365 environments. I’ve built my career around problem-solving, precision, and customer empathy—always delivering calm, structured support in fast-paced situations.

At Ola, I supported customers through complex service issues, investigated and resolved inquiries and complaints efficiently, and maintained high satisfaction. I also used Zendesk to perform daily support operations, educate customers on billing procedures, and streamline processes to reduce downtime and improve overall reliability.

In Microsoft’s support environment, I troubleshoot Outlook and OneNote, resolve complex technical issues, and escalate product-level bugs to engineering when needed. I anticipate customer needs, anticipate root causes, and maintain accurate case records in service management systems—helping drive dependable outcomes and consistently strong CSAT (90+).