Mousam Choudhury
Technical Escalation Manager | Critical Incident & RCA Management | Enterprise SaaS Support | Cisco WebEx & Citrix Cloud
Bengaluru
5+ years of work experience
Sep 20232 yrs 8 mosApr 2026
India
* Collaborated with cross-functional teams in a shared environment to troubleshoot and resolve client issues related to Cisco Webex services.
* Acted as a Subject Matter Expert (SME), managing day-to-day operations of support agents and offering technical and procedural guidance.
* Facilitated onboarding for new team members by delivering role-specific training and providing continuous support for smooth integration.
* Handled urgent Tier 1 and Tier 2 escalations, often involving executive-level clients and key organizational stakeholders.
* Scheduled and led meetings with senior stakeholders and organizational heads to gather business requirements and deliver tailored solutions.
* Utilized internal tools and platforms such as CCRC, SWP-OPS, MATS, Control Hub, Salesforce Cloud One, and others to manage and resolve cases efficiently.
* Managed regional escalations, ensuring prompt and effective resolution in line with SLAs and escalation protocols.
* Maintained and protected sensitive client data using Cisco Cloud infrastructure, adhering strictly to security and compliance standards.
* Generated performance and case management reports, highlighting recurring issues such as billing failures due to system migration, international data transfers, slow update requests, and more.
* Oversaw team task completion, coordinated workflows, and provided support to ensure optimal team collaboration and efficiency.
Jul 20227 mosJan 2023
Bengaluru, Karnataka, India
* Assisted customers with inquiries via phone and chat support.
* Collaborated effectively with a diverse team to achieve goals and resolve product and service-related issues.
* Quickly and efficiently identified customer needs to provide appropriate solutions.
* Acted as an on-duty Subject Matter Expert (SME) to handle and resolve customer escalations.
* Supervised a small team responsible for supporting U.S. clients and delivering prompt, effective solutions.
* Helped customers troubleshoot iPhone issues including network connectivity, iCloud setup, and system updates.
* Resolved technical issues related to MacBooks, such as startup failures, performance lags, and OS errors.
* Delivered step-by-step support for common iOS and macOS issues, minimizing user downtime.
* Educated clients on best practices for device care, security configuration, and system optimization.
Dec 20216 mosMay 2022
Bangalore Urban, Karnataka, India
* Executed daily responsibilities with accuracy, efficiency, and attention to detail.
* Proposed innovative ideas to enhance team performance and drive improved outcomes.
* Collaborated with diverse teams to meet goals and resolve product-related challenges.
* Prioritized and organized tasks effectively to meet service and performance objectives.
* Delivered training courses on Artificial Intelligence, Machine Learning, and Cloud Engineering to U.S.-based clients.
* Maintained up-to-date knowledge through continuous learning and advanced technical training.
* Completed specialized training in AI, ML, and Cloud Engineering to guide clients in exploring career advancement opportunities.
* Handled escalation calls and led meetings with employers from various organizations to discuss and coordinate company-specific training programs for large employee groups.
Mar 20219 mosNov 2021
India
* Collaborated with marketing and operations teams to implement effective sales initiatives.
* Developed and executed strategic sales plans that contributed to increased revenue across India.
* Analyzed data from sales campaigns to identify trends, performance metrics, and actionable insights.
* Reviewed usage logs to detect patterns in sales activity and uncover areas for improvement.
* Arranged merchandise displays to boost product visibility and drive sales.
* Established and monitored key performance indicators (KPIs) to track progress against sales targets.
* Participated in regular team meetings to evaluate performance and align with sales goals and objectives.
* Managed customer relationships throughout the entire sales cycle, ensuring a high level of satisfaction and retention.
Jan 20201 yr 2 mosFeb 2021
India
* Assisted customers with inquiries via chat support, ensuring timely and accurate responses.
* Resolved customer issues by following established procedures and support guidelines.
* Documented all customer interactions in the company database for future reference and quality assurance.
* Collaborated with team members to improve service delivery and meet performance metrics.
* Educated customers on product features and services to enhance overall user experience.
* Maintained up-to-date knowledge of products and services to provide accurate and relevant support.
* Delivered remote technical support, diagnosing and resolving issues efficiently.
* Utilized troubleshooting tools to identify root causes of technical and operational problems.
* Implemented best practices for troubleshooting techniques across the organization to improve consistency and effectiveness.
* Conducted training sessions for staff on proper use of internal systems and applications.
* Participated in ongoing training programs to continuously improve technical skills and product knowledge.
Jan 20201 yr 2 mosFeb 2021
Comprehensive customer support for Sirius XM via chat for L1-L3 Support.
Mousam’s AI Stack
Education
Bachelor's degree, Bachelors in Computer Science and Application
Karimganj college
20153 yrs2018
Bachelor of Computer Science
Assam University
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