🏆 Featured Profile

Marwan
Fahad

Senior Technical Lead | AI and Data Operations Enthusiast

2020–Present Pro Bangalore, IN AI · Data · Operations

Senior Technical Lead experienced in Technical Operations, Escalation Management, and Process Optimization within high-volume enterprise environments — powered by AI automation and data-driven decision making.

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About the Candidate

Senior Technical Lead experienced in Technical Operations, Escalation Management, and Process Optimization within high-volume enterprise environments. Strong passion for Artificial Intelligence, AI Automation, and Data-Driven Decision Making. Skilled in translating business needs into scalable workflows, improving operational efficiency, and leveraging AI tools, Power BI, and Advanced Excel to enhance productivity and accuracy.

4+
Years Experience
L2
Support Level
AI
Automation Expert
2
Certifications
Chapters

🤖 AI & Data

AI Prompt Engineering AI Workflow Automation Copilot Tools Power BI Advanced Excel KPI Analytics ChatGPT

💻 Technical

Active Directory VPN & Group Policy BSOD Troubleshooting Windows OS Support Mac OS Support System Administration

🚀 Operations & Leadership

Escalation Management Root Cause Analysis SLA Management Process Optimization Team Mentoring Workflow Design Cross-Functional Collaboration
Senior Technical Lead – L2 Support Operations
Lenovo
Dec 2022 – Present
  • Lead L2 Technical Support Operations, managing complex escalations while maintaining SLA adherence.
  • Analyze repeat repair trends and operational data to improve resolution effectiveness.
  • Leverage AI tools and automation techniques to reduce manual effort and improve turnaround time.
  • Develop Excel and Power BI dashboards to track KPIs and enable data-driven operational decisions.
  • Collaborate with cross-functional teams to optimize workflows and enhance customer experience.
  • Mentor team members on structured troubleshooting and analytical thinking.
Technical Support Executive – L1 Support
Lenovo (Concentrix)
Feb 2022 – Nov 2022
  • Delivered remote technical troubleshooting ensuring high customer satisfaction.
  • Applied AI-assisted workflows to accelerate issue diagnosis and resolution.
  • Implemented APOS upselling strategies contributing to service efficiency and revenue growth.
  • Maintained technical documentation improving knowledge sharing and process consistency.
  • Exceeded KPIs consistently, earning promotion through Internal Job Posting.
🧠

AI Prompt Design

Design AI prompts and automation strategies to enhance productivity and reduce repetitive tasks across operational workflows.

⚙️

Workflow Automation

Practical use of AI tools in operational workflows — from automated diagnostics to AI-assisted documentation and reporting.

📊

Data-Driven Insights

Use AI-driven insights for analysis, documentation improvement, and performance optimization through Power BI dashboards.

🔍

Continuous Exploration

Continuously exploring AI applications in Operations Management, Analytics, and decision support systems for enterprise use.

🎓

Bachelor of Engineering

Electronics and Communication · Ghousiya College of Engineering
Graduated 2020
Certifications
🏅
AI Prompt Engineering and ChatGPT AI Tool Mastery
↗
📈
Power BI Mastery for Business Analysis
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