Sakeena Firdose User
@sakeenafirdoseuser
Technical Support Engineer focused on Microsoft 365 troubleshooting and customer satisfaction.
What I'm looking for
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+).
Experience
Work history, roles, and key accomplishments
Associate Engineer - Technical Support
Concentrix
Jun 2024 - Present (2 years)
Troubleshooted Microsoft 365 issues in Outlook and OneNote, resolving complex technical problems and escalating product-level bugs to engineering teams while maintaining accurate service-case records.
Technical Support Engineer
Ola
Jun 2023 - Apr 2024 (10 months)
Assisted customers with complex Ola service issues, investigating and resolving inquiries and complaints efficiently while maintaining CSAT of 90+ through calm, empathetic support.
Education
Degrees, certifications, and relevant coursework
Shaheen Falcon PU College
Pre-University Course (PUC), Computer Science
2020 - 2021
Completed a PUC program in Computer Science from Shaheen Falcon PU College (Feb 2020 to July 2021), focusing on programming and databases.
Jame-ul-Uloom
SSLC (10th Grade)
Grade: 10
Completed SSLC (10th grade) at Jame-ul-Uloom, earning a Grade 10 in July 2018.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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