Imran Shad

Customer-focused service professional with 12+ years of experience supporting global users through service desk operations, incident management, customer communication, issue resolution, and service delivery. Experienced in handling customer queries, coordinating resolutions across technical teams, managing escalations, and ensuring high levels of customer satisfaction. Strong verbal and written communication skills with extensive experience supporting users across multiple countries and time zones through phone, email, and ticketing systems.

Associate at Wipro (2006-07 – 2012-12)

• Handled inbound customer calls and emails related to technical support issues.
• Logged, tracked, and resolved incidents using ticketing systems.
• Assisted users with account access, password resets, software issues, and connectivity problems.
• Maintained service quality standards while meeting response and resolution targets.
• Delivered professional customer service and ensured customer satisfaction.

Senior Associate at TCS (2013-01 – 2020-03)

• Managed customer incidents and service requests for a global user base.
• Provided regular updates to customers and stakeholders regarding issue resolution.
• Handled escalations and coordinated with support teams to ensure timely service restoration.
• Maintained high customer satisfaction through effective communication and problem resolution.
• Prepared service reports and monitored SLA compliance.

Service Management Professional at Tronox (2020-04 – 2025-11)

• Supported global users by ensuring timely resolution of IT-related issues and service requests.
• Coordinated with technical teams to address customer-impacting incidents and maintain service continuity.
• Managed escalations and communicated updates to stakeholders during service disruptions.
• Conducted user awareness and training sessions to improve customer experience and service adoption.
• Monitored service performance metrics and worked with teams to improve response and resolution times.

Bachelor of Law in Law – Calcutta University