Headline

Technical Lead at Lenovo | Process Optimization & Technical Operations | Data-Driven Decision Making | AI & Automation Enthusiast | Esports Athlete.

About

I am a Senior Technical Lead at Lenovo with over three years of experience driving technical operations, escalation management, and process optimization within high-volume support environments. My focus lies in improving resolution efficiency, reducing repeat technical issues, and enhancing customer experience through data-driven decision making. I was promoted to Technical Lead within my first year based on consistent performance, strong technical expertise, and the ability to identify operational gaps and implement scalable solutions. I regularly translate business requirements into practical technical workflows, helping teams operate more efficiently while maintaining service quality. My technical background includes system administration, Active Directory, VPN and Group Policy management, BSOD troubleshooting, and advanced technical escalation handling. I also leverage advanced Excel and Power BI to build dashboards, analyze performance trends, and support strategic decisions across operations. Alongside technical leadership, I have experience in APOS upselling and escalation handling, contributing to improved service efficiency and revenue outcomes. I actively integrate AI and automation into workflows to minimize manual effort, reduce errors, and improve turnaround time. Outside the corporate environment, my involvement in esports has strengthened my strategic thinking, precision, and performance under pressure, qualities I bring into leadership and problem solving every day. I am passionate about building scalable systems, mentoring teams, and continuously improving processes that create measurable business impact.

Location

Bengaluru

AI stack

antigravity

claude code

codex

gemini

kimi

lovable

Work experience

Technical Lead at Lenovo India, Feb 2022 - Present · 4 yrs 8 mos, Bengaluru, Karnataka, India, • Lead L2 technical support operations, managing complex technical escalations and ensuring timely resolution. • Analyze repeat repair and failure trends to identify root causes and improve resolution effectiveness. • Collaborate with cross-functional teams to optimize support processes and enhance customer experience. • Utilize Excel, Power BI, and AI tools to create performance dashboards and operational insights. • Support team performance improvement through technical guidance and structured problem solving.

Technical Support Specialist at Concentrix, Feb 2022 - Nov 2022 · 10 mos, On-site

Education

Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering, Ghousiya College of Engineering

Shantiniketan public School

Public links

github: https://github.com/marwanfahad

marwanfahad.github.io: https://marwanfahad.github.io/My-portfolio/