Salik Khan

• 7715920218 • [email protected]

Dynamic IT operations, Cybersecurity, Technical Support, and consulting professional possessing extensive skills and
knowledge in cloud technologies, SQL, and Active Directory, dedicated to enhancing operational excellence and fostering
innovation in the Cloud Technology, Cyber Security, and IT services fields.

Experience
2024 – PRESENT
Senior Associate |WNS | Gurugram

• Operating within the FinTech domain, I support Stripe’s global payment gateway process, managing end-to-end
responsibilities involving account and business verification, risk analysis, and technical guidance for Stripe
integration
• Handle diverse cases related to account verification, business onboarding, KYC, and bank disputes for Stripe users
worldwide.
• Support businesses with Stripe integration by resolving technical and compliance-related issues with precision and
empathy.
• Conduct risk assessments using advanced tools like Lumos and Account Inspector to detect anomalies and ensure
regulatory adherence.
• Manage large volumes of customer cases through CRM systems and backend tools while maintaining strict
adherence to AHT (Average Handle Time), TPH (Transactions Per Hour), CSAT, and DSAT performance metrics.
• Deliver customer-centric resolutions while balancing fraud prevention, business needs, and operational efficiency.
• Collaborate with internal teams to escalate technical issues, improve process documentation, and share best
practices.

MAY 2024 – NOVEMBER 2024

• Specialized in Active Directory (AD) and Azure AD support within enterprise-level environments. Played a critical role
in managing hybrid directory infrastructures, access control, replication management, and Azure backup and
recovery services for business continuity.
• Provided technical support and maintenance for Active Directory (AD) and Azure AD, ensuring smooth identity and
access management across enterprise networks.
• Managed user accounts, permissions, and access controls, maintaining strict compliance with IT security protocols.
• Implemented and troubleshooted Hybrid Active Directory environments, enabling seamless on-prem to cloud
integration.
• Monitored directory health, managed replication, and proactively resolved issues to prevent service disruptions.
• Supported Azure Backup and Recovery solutions, executing timely restorations and disaster recovery protocols.
• Collaborated with cross-functional IT teams to streamline infrastructure changes and directory service
enhancements.
DECEMBER 2022 – APRIL 2024
Technical Support Executive |Teleperformace (Adobe) | Gurugram

• Served as a Technical Support Executive for Adobe, delivering high-quality assistance for Adobe Acrobat Pro across
multiple communication channels. Resolved technical issues efficiently through chat, calls, and emails in a hybrid
support environment using Adobe Omnichannel as a platform.
• Delivered real-time technical support to global Adobe customers for Acrobat Pro, handling up to 30–50 interactions
daily across chat, voice, and email.
• Utilized remote access tools to troubleshoot and resolve complex user issues, ensuring a smoother and more
personalized support experience.
• Achieved a high first-contact resolution rate, significantly improving customer satisfaction scores (CSAT).
• Maintained accurate case documentation and follow-ups through Adobe Omnichannel and OMS systems.
• Balanced speed and quality in a high-volume support environment, consistently meeting or exceeding performance
KPIs.
• Collaborated with cross-functional teams for escalations and knowledge sharing, enhancing team productivity and
process efficiency.

Skills
Cloud Infrastructure Management • Virtualization Technologies • User Experience Optimization • IT Service Management •
Incident Response Strategies • Data Protection & Recovery • Network Architecture Design • Compliance & Regulatory
Standards • Performance Tuning Techniques • Data-Driven Decision Making • ML, AI & NN Python • Java • C++ • Linux •
Penetration testing & Cyber Security • Web Development • Neuro Linguistic Programming • Excellent time management
skills

Education
MAY 2022
Bachelor's in Computer Applications | Jaipur University | Rajasthan
7.5 GPA

JUNE 2017
Class 12th | Bandra Junior College (HSC) | Mumbai
70%

MAY 2015
Class Xth | R.B.K School (ICSE)| Mumbai
87%

CERTIFICATIONS
• Trinity College London : Communication Skills - Qualified in 2012 with AAA grades

• IBM : Cyber-Security Tools & Cyber Attacks - Certified Ethical Hacker issued by International Business Machines through
Coursera.
• Google: Technical Support Fundamentals - Certified Technical Support issued by Google through Coursera.

• AutoCAD: Computer added designing program in AutoCAD.

• 3DSMax: Certification in 3dsMax designing.

• Mumbai University: Career Guidance & Employability Skills – Guru Nanak Khalsa College

• Certification of NLP and IG-NLP Membership: International Guild of Neuro Linguistic Programming - For demonstrating
knowledge and becoming an Associate NLP Practitioner