Headline

Senior Product Support Engineer | Digital Video & Creative Cloud Specialist | Escalation SME | 12+ Years at Adobe

About

I help enterprises and creative professionals maximize the value of Adobe Creative Cloud by delivering fast, reliable technical support and enabling smooth adoption of next-gen AI tools like Firefly and Acrobat AI. 💡 What I bring: 10+ years of IT & enterprise support experience Trusted by Adobe engineering teams—100+ validated bug reports that shaped product fixes Led 5,000+ deployments annually with 95%+ CSAT Reduced team downtime by 80% with proactive recovery workflows Global trainer on AI adoption (Firefly & Acrobat AI) Core Expertise: Adobe CC (Premiere Pro, After Effects, Acrobat, Firefly AI) • IT Support (Windows/Mac) • Active Directory & Access Mgmt • Incident & Escalation Mgmt • Enterprise Deployments • Cloud Sync 🎯 Passionate about solving tough problems, building customer trust, and enabling innovation. Always open to opportunities in IT Support, Technical Consulting, and AI Adoption Enablement.

Location

Greater Delhi Area

Work experience

Sr. Technical Consultant at Adobe, Jan 2014 - Present · 12 yrs 6 mos, Noida Sector 127, Senior Technical Support Consultant | Adobe Systems | Noida | Jan 2014 – Present - Delivered 95%+ CSAT across 5,000+ deployments annually, turning escalations into loyalty. - Validated 100+ critical bugs, directly influencing product stability. - Reduced downtime by up to 80% via advanced recovery workflows. - Trained global teams on Firefly AI & Acrobat AI for smooth AI adoption. - Handpicked for elite product groups (Retention, Installation, Photography). - Recognized with multiple CSAT Champion Awards.

Senior Specialist-Incident & Change Management at HCL Technologies Pvt Ltd, Mar 2012 - Oct 2013 · 1 yr 8 mos, HCL Technologies Pvt Ltd, Noida SEZ, Sector 126, Global Account Manager | HCL Technologies | Noida | Mar 2012 – Oct 2013 - Administered 3,000+ enterprise profiles across 18 global domains using Active Directory. - Coordinated access management for onboarding, exits & role changes. - Oversaw enterprise app deployments with minimal disruption. - Partnered with stakeholders to improve SLA compliance & service delivery.

Senior System Engineer at Piexsys Technologies Pvt Ltd, Aug 2010 - Jan 2012 · 1 yr 6 mos, Greater Delhi Area, Handling team of 20 web designers and developers. • Assisting Web Developers for Creating Web-Portals for Schools & Colleges. • Creating Presentation for the client, showcasing & including his requirement and expectations from the Portal. • Conducting Vitality Trainings for the Process. • Helping SEO Activities for handling Site Visibility and Clicks Globally. • Troubleshooting Various Operating Systems: ie. XP, Vista, Windows 7. • Managing & Configuring Outlook, Lotus Notes. • Handling Escalations and Providing Quick Resolution. • 3rd Party Software solution through Remote Assistance. • Updating Online Bulletin Boards and News-Update as per client request on Real-Time basis. • Updating News-Letter and SMS alerts as per the Client needs. • Resolving Technical queries and up selling with Pre-define Customer Satisfaction Target. • Helping Development Team in Developing Different Portals For: • Educational Institutions, Schools, Colleges , • Matrimonial Services, Wedding Planning, • Social Networking Sites. • Holding client Meetings and Presentation in Seminars for the Organization. • Relationship Manager to Key Clients to impart swift services on real time basis.

Senior Technical Resolution Expert at Dell, Oct 2007 - Jul 2010 · 2 yrs 10 mos, • Assisting a Team of 20 Technical Experts. • Active Technical Team Support. • DATA RECOVERY from Laptop Desktops. • Technical Hardware – Software Trouble shooting with up selling. • Troubleshooting Various Operating Systems: i.e. XP, Vista, Windows 7. • Managing & Configuring Outlook, Lotus Notes. • Handling Escalations and Providing Quick Resolution. • 3rd Party Software solution through Remote Assistance. • Providing Support to the Team-Members on real-time basis and Handle Escalations whenever Required. • Managing AVAYA and providing different AUXES to the Technicians as per requirement. • Imparting Technical Training for ‘BQ Techs’ on weekly Basis. • Remote Resolution Team Member: • Working on Network Printers, Lotus Notes, and Outlook. • Software Deployment: Deploy-Upgrade software’s and patches on client computers using Unicenter Software Delivery. • AWARDED STAR OF THE QUARTER in JULY 2010

Education

Master of Business Administration - MBA, Human Resource Management, Shobit University

BBA, Business Administration and Management, General, Delhi University