About

Syed Kabir Ahmed is a highly skilled technical support engineering manager with over 17 years of experience. He is a technology and business visionary professional with expertise in resolving technical issues, controlling risk, collaborating across multiple departments, and optimizing resources for driving IT strategy and enhanced customer experience. He is targeting challenging roles in IT Operations, System Administration, Service Delivery Management, and Product Technical Support Manager (D 365) with an esteemed organization. Currently, Syed is working as a Technical Support Engineering Manager at Sonata Software, where he manages technical support engineers, enhances team performance, and ensures timely support delivery. He exhibits leadership skills in monitoring team member development, training, coaching, and evaluation, resulting in achieving customer satisfaction ratings. He also interfaces between Development, Support, and Sales teams to identify and correct customer issues. Syed has steered efforts in enhancing customer support efficiency by streamlining team support activities and standardizing responses to common questions and problems. He increased the number of first-day resolutions and reduced the number of follow-ups on incidents by 23% in the first 6 months. He has administered escalated customer complaints through resolution utilizing cross-functional and global resources as required. In the past, Syed has worked as a Customer Success Manager at Sonata Software, where he handled Large Enterprise and Business Startup accounts. He built and managed pre and post-sales relationships with assigned accounts and leveraged a strong business relationship across the Sales, Engineering, Product development team, and technical support teams to exceed customer expectations. Syed has a Master of Science degree in Risk Management from the University of Kent, a PGD in Cyber Security from Annamalai University, a Bachelor of Science degree in Visual Communication from Annamalai University, an Engineering Diploma in Electrical, Electronics, and Communications Engineering from Al-Khateeb Polytechnic, and a High School Diploma in Science & Maths from Colonel Hill English High School. He has relevant experience as a Senior Software Engineer and in Azure. Overall, Syed is a high-impact professional with a proven track record of success in his field. He is an excellent communicator, team leader, and problem-solver who is passionate about driving IT strategy and enhanced customer experience.