Role focus
Enterprise Application Support
Twelve years of supporting the applications a business runs on: Adobe Acrobat Sign, Microsoft 365, SharePoint and the identity layer underneath them. I work escalations to resolution, then change the process so the same case does not come back.
- 200+enterprise accounts
- 12K+users in one estate
- 50+complex incidents / month
- 20+KCS articles authored
What this work looks like
- Owning escalations from triage through resolution, including the customer conversation while the fix is still being found.
- Holding SLA and CSAT targets without letting the queue decide the priorities.
- Turning repeat cases into KCS articles so the next customer does not have to raise a ticket.
- Onboarding and coaching engineers on the platform, not only on the ticket.
Where I have done it
- Lead Technical Support Consultant, Maharshi Tech Solutions, on a 12,000+ user Uniper estate.
- Lead Technical Support Consultant, Adobe Inc., APAC, across 200+ enterprise accounts.
- Senior Technical Support Consultant, Adobe Inc., on 200+ SSO/SAML integrations.