Name: Javaid Bashir

Job Role: Subject Matter Expert (SME)

Experience: 8+ Years (2 yrs 10 mos @ Cognizant)

Location: Hyderabad, Telangana, India

Core Technical Competencies

Google Cloud Platform (GCP) 92%

Google Workspace (GWS) Support 95%

Technical Support & Root Cause Analysis (RCA) 95%

Cloud Operations & Web Hosting (DNS, SSL, SSH, cPanel) 88%

SQL, MySQL & PhpMyAdmin 80%

Web Development (HTML5, CSS3, JS, PHP, WordPress) 82%

Data Analysis, Excel 365 & Operational Reporting 85%

SLA Compliance, Jira & Customer Satisfaction (CSAT) 96%

About

About Me

Technical Support and Cloud Operations professional with extensive experience supporting enterprise customers and global teams. Currently working as a Subject Matter Expert at Cognizant, specializing in Google Cloud Platform and Google Workspace support.

I hold a Master’s in Computer Applications (MCA) from the Islamic University of Science & Technology and a Bachelor’s in Computer Applications (BCA) from the University of Kashmir. I have progressed through multiple roles in technical support and operations, gaining strong expertise in troubleshooting complex technical issues, performing root cause analysis, and delivering excellent customer experience.

My work involves supporting resellers, enterprise customers, and internal Google teams while ensuring high service quality and strict SLA compliance. My technical background includes hands-on experience with cloud technologies, web hosting environments, and website infrastructure, including WordPress, DNS, SSL, FTP, SSH, and MySQL. I also generate operational reports, analyze service data, and collaborate with teams to improve processes and enhance service delivery.

Profile: Subject Matter Expert (SME) & Cloud Operations Lead
Domain: Google Cloud Platform (GCP), Google Workspace & Cloud IT
Education: MCA (Computer Science) & BCA (Computer Engineering)
Languages: English (Professional), Hindi (Native), Urdu (Native)
Cloud & Infra: GCP, Google Workspace, cPanel, WordPress, DNS, SSL, FTP, SSH
Data & Databases: MySQL, PhpMyAdmin, Microsoft Excel 365, SQL, Power BI, Tableau
Ticketing & Tools: Jira, ServiceNow, Git, Content Optimization & Knowledge Bases
Portfolios: javaidbashir.in • admin.javaidbashir.in • itzmejavaid.github.io

8 + Years of Enterprise IT & Cloud Experience

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Experience

Work Experience

Progressive track record across leading technology leaders including Cognizant, Accenture, Genpact, Tata Consultancy Services (TCS), and Hinduja Global Solutions (HGS).

Career Timeline

January 2026 - Present (10 months)

Subject Matter Expert (SME) – Google Cloud Platform

Cognizant — Hyderabad, Telangana, India Cognizant Total: 2 years 10 months

Provided technical guidance and support to Technical Support Representatives (TSRs) handling issues related to Google Cloud Platform.
Monitored key performance metrics and ensured project targets and service standards were consistently achieved.
Supervised day-to-day operational activities to ensure smooth workflow and high-quality service delivery.
Acted as an escalation point for complex technical issues, assisting teams with troubleshooting and resolution.
Collaborated with cross-functional teams to improve processes, optimize workflows, and enhance overall team performance.
Contributed to operational success by maintaining service quality, improving efficiency, and supporting team development.

January 2024 - January 2026 (2 years 1 month)

Senior Associate – Google Cloud Platform & Google Workspace Support

Cognizant — Hyderabad, Telangana, India Enterprise Cloud Operations

Provided technical support for issues related to Google Cloud Platform (GCP) and Google Workspace (GWS) services.
Managed and resolved support tickets raised by resellers, enterprise customers, and internal Google teams, ensuring timely issue resolution.
Generated customized reports and fulfilled operational data requests to support decision-making and business operations.
Acted as the primary point of contact for client queries and complaints, delivering effective solutions while maintaining strong client relationships.
Stayed updated with process improvements, policy changes, and industry best practices to ensure efficient and accurate service delivery.
Maintained high standards of data accuracy and compliance, adhering to internal policies and statutory audit requirements.

March 2023 - December 2023 (10 months)

Technical Support Associate – Tier 2

Accenture in India — Hyderabad, India Promoted to Tier 2 Support

Promoted to Tier 2 Technical Support in recognition of strong performance and advanced troubleshooting skills.
Utilized advanced diagnostic tools to investigate and resolve complex technical issues.
Created, tracked, and managed support tickets while escalating critical issues to appropriate engineering teams.
Collaborated with engineering teams to perform root cause analysis and resolve complex customer problems.
Maintained proactive communication with customers through email and callbacks to ensure timely resolution and high satisfaction.
Ensured strict adherence to Service Level Agreements (SLA) by prioritizing and resolving tickets within defined timelines.
Monitored and managed support queues to maintain SLA compliance and efficient issue resolution.
Contributed process insights and feedback to development teams to improve help articles and internal documentation.
Followed up with customers to confirm issue resolution and address any remaining concerns.
Conducted training sessions for new Tier 2 support batches, sharing troubleshooting strategies and best practices.

April 2022 - December 2023 (1 year 9 months)

Query Management Specialist

Accenture in India — Hyderabad, India 91% CSAT Score Achieved

Responded to customer queries via chat and email support, ensuring timely and effective communication.
Delivered strategic solutions to resolve technical issues and maintain a high level of customer satisfaction.
Achieved efficient issue resolution by focusing on First Call Resolution (FCR) and minimizing repeat interactions.
Managed multiple customer interactions simultaneously in a high-volume support environment.
Actively listened to customers, analyzed issues, and escalated complex cases to engineering teams when required.
Maintained compliance with Service Level Agreements (SLA) while achieving a 91% Customer Satisfaction (CSAT) score.
Recorded, diagnosed, and resolved incidents and service requests within the defined scope of technical support.
Quickly handled service disruptions to restore normal operations and minimize user impact.
Specialized in non-voice support channels, including chat and email interactions.

March 2020 - April 2022 (2 years 2 months)

Process Developer

Genpact — India (Hyderabad) NPS: 65 Maintained

Managed global customer accounts, addressing technical requirements and resolving website-related issues using strong analytical and problem-solving skills.
Worked effectively both independently and within cross-functional teams, adapting to collaborative and remote work environments.
Applied strong time management and customer engagement strategies to consistently achieve monthly sales targets while maintaining a Net Promoter Score (NPS) of 65.
Demonstrated leadership capabilities by guiding team members, sharing product knowledge, and supporting the team as a process lead when required.

January 2019 - March 2020 (1 year 3 months)

Process Associate (Web Hosting & Server Infrastructure)

Genpact — Hyderabad, India Promoted to Process Developer

Developed strong technical expertise in web hosting technologies, including web servers, WordPress, domains, DNS, SSL, website security, FTP, SSH, and MySQL.
Assisted customers in purchasing and setting up Microsoft 365 email plans, including configuring accounts and integrating them with email clients such as Microsoft Outlook and Gmail.
Helped customers host their websites on cPanel, Windows, and WordPress hosting servers, and guided them in creating and designing basic landing pages.
Supported users in creating website backups, performing website migrations to hosting servers, and updating configuration files to ensure smooth transitions.
Delivered consistent high performance, resulting in a promotion to Process Developer.

June 2018 - December 2018 (7 months)

Technical Support Help Desk

Tata Consultancy Services (TCS) — Hyderabad, India Tier 1 Workstation Support

Communicated complex technical concepts in clear, user-friendly language, improving understanding for non-technical users.
Documented support interactions and troubleshooting steps to maintain accurate records and improve future issue resolution.
Provided basic end-user troubleshooting and desktop support, assisting users with technical issues and guiding them through online application processes.
Responded promptly to incoming sales inquiries and technical support requests, ensuring timely assistance and a positive customer experience.

February 2017 - April 2018 (1 year 3 months)

Customer Relationship Officer

Hinduja Global Solutions Ltd — Bengaluru, India Foundational Corporate Operations

Applied consultative communication techniques to understand customer requirements and provide tailored solutions.
Developed and implemented customer support strategies that improved customer satisfaction and retention.
Proactively informed customers about new programs, services, and updates, helping them maximize available offerings.
Assisted customers with account setup and onboarding, ensuring a smooth process when enrolling in new services.
Gained foundational corporate work experience, learning professional communication, teamwork, and customer service practices in a corporate environment.

Education

2013 - 2016

Master of Computer Applications (MCA)

Islamic University of Science & Technology (IUST), Pulwama Computer Science

Advanced software engineering, distributed systems, system architecture, and cloud paradigms.
Specialized in full-stack web architecture, server infrastructure, and database administration.
Successfully engineered the institutional "IUST Touch" software application.
Mastery in advanced programming: C, C++, Java, .NET, and relational database systems (SQL / MySQL).

March 2010 - December 2012

Bachelor's of Computer Application (BCA)

University of Kashmir Computer Engineering

Rigorous foundations in computer science, software programming, data structures, and computer networks.
Practical software engineering utilizing C++, Java, and Python.
Hands-on web engineering: HTML5, CSS3, JavaScript, and database integration.
Active participation in computer science workshops, algorithm clubs, and technical forums.

Industry Training

June 2016 - December 2016 Rooman Technologies — Bengaluru, India

A+, N+, MCITP, Exchange Server, CCNA, CCNP

Comprehensive professional training in industry-leading certifications covering IT hardware fundamentals (A+), networking essentials (N+), Microsoft system administration (MCITP), email infrastructure management via Microsoft Exchange Server, and Cisco network routing/switching (CCNA and CCNP).

Skills Overview

Cloud & Infrastructure: Google Cloud Platform (GCP), Google Workspace, Cloud Operations, Web Hosting, Domains, DNS, SSL, FTP, SSH, cPanel, Website Infrastructure, WordPress.
Programming & Web: HTML5, CSS3, JavaScript, PHP, Python, C, C++, PhpMyAdmin, MySQL.
Service Management: Root Cause Analysis (RCA), SLA Compliance, Customer Support, Incident Management, Escalation Handling, ServiceNow, Jira, Report Preparation, Content Optimization, Quality Assurance.

Download Latest CV (PDF)

Certifications

Industry-recognized professional certifications and credentials

Microsoft 365

I'm Javaid Bashir

Subject Matter Expert (SME) at Cognizant

With over 8+ years of enterprise IT & cloud operations experience

About

About Me

Experience

Work Experience

Career Timeline

Subject Matter Expert (SME) – Google Cloud Platform

Senior Associate – Google Cloud Platform & Google Workspace Support

Technical Support Associate – Tier 2

Query Management Specialist

Process Developer

Process Associate (Web Hosting & Server Infrastructure)

Technical Support Help Desk

Customer Relationship Officer

Education

Master of Computer Applications (MCA)

Bachelor's of Computer Application (BCA)

Industry Training

A+, N+, MCITP, Exchange Server, CCNA, CCNP

Skills Overview

Certifications

Certifications

Open for Collaboration & Leadership Opportunities

Specializing in Google Cloud Platform, Google Workspace & Enterprise IT Support

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