Technical Support Engineer
Resume:
Nazeem Shaik
Technical support Engineer, Manager
Profile
With over 12 years of experience, I have consistently delivered exceptional results in technical support and project management, resulting in a 30% increase in efficiency and a 20% increase in client satisfaction. I have successfully managed multiple projects, resolved challenges with technical expertise, and ensured 99% SLA compliance, driving 10% cost savings and high customer satisfaction. Employment History
Lead Technical support Engineer at NICE Ltd, Denver January 2018 — November 2023
• Led Support Project initiatives, resulting in 25% improvement in system stability and effectiveness, recognized as SME by senior stakeholders.
• Collaborated with internal teams and vendors to resolve issues within SLAs, maintaining user satisfaction.
• Implemented automation solution, improving operational efficiency by 30%. Managed infrastructure risk and compliance issues.
• Provided technical support for end-users and resolved escalated technical issues.
• Documented customer support processes and procedures, resulting in a 10% reduction in customer support errors
• Developed and maintained good working relationships with vendors and contractors, resulting in improved customer service and satisfaction
• Identified customer needs and communicated benefits of products and services, resulting in a 20% increase in sales Specialist Technical Support at NICE Interactive Solutions Pvt Ltd., Bangalore
February 2015 — January 2018
• Monitored case progress to ensure cases were resolved efficiently and escalated cases when appropriate, resulting in 100% customer satisfaction.
• Resolved 100+ customer issues in 6 months, including power cycling equipment and providing ETR and RFO, resulting in 95% customer satisfaction.
• Led a team of technicians and specialists, ensuring 99.99% uptime of critical systems and implementing cost-saving telecom solutions, resulting in 15% performance increase.
• Collaborated with the development team to prioritize and fix 50+ bugs, leading to increased stability and efficiency of custom solutions.
Details
6000 S Willow Way
Greenwood village, 80111
United States
************@*****.***
Links
Skills
Microsoft Excel
Microsoft Office
Problem Solving
Planning
Firewall
Network Topology
Network Address
Wireshark
Microsoft Network Monitor
Red Hat Enterprise Linux
Information Technology
Data Exchange
Microsoft Windows
TCP/IP
Team Effectiveness
Server Administration
Private Branch Exchange
(PBX)
Computer Security
Vendor Relationship
Management
Network Address Translation
Forecasting
Customer Satisfaction
Process Development
• Provided technical support for end-users and resolved escalated technical issues
• Troubleshoot technical issues and provided on-site technical support
Voice Engineer at Wipro Ltd, Bangalore
October 2011 — February 2015
• Managed team of engineers, specialists and technicians in Enterprise Operations Center. Ensured 99.99% uptime of critical systems.
• Implemented Telecom solutions resulting in 15% increase in performance and 10% cost savings for the business, recognized as a key contributor to business success. • Led delivery of service for 10+ clients resulting in 99% SLA compliance and 7% cost reduction, ensuring high customer satisfaction.
• Managed multiple technical workstreams for partner engagements, ensuring 99% SLA compliance and high customer satisfaction.
• Managed and monitored vendor deliverables, ensuring quality and timely support for critical Avaya applications and driving efficiency improvements.
Server administrator at Wipro Ltd, Bangalore
April 2010 — October 2011
• Developed and implemented server patching and maintenance processes that reduced system vulnerabilities
• Automated server provisioning and configuration management, resulting in faster deployment and easier maintenance
• Automated server provisioning and configuration management to reduce time-to-deployment from weeks to days
• Installed and managed a high-availability server cluster that increased uptime
• Developed and maintained good working relationships with vendors and contractors, resulting in improved customer service and satisfaction
• Developed and managed an organizational structure that allowed for effective resource allocation and delegation of tasks Desktop support Engineer at Techwave Info solutions Pvt Ltd, Bangalore
December 2008 — April 2010
• Performed regular system updates and upgrades to ensure security and compatibility with new applications
• Conducted regular system maintenance tasks to ensure optimal performance and uninterrupted service
• Installed and configured hardware and software on 15K+workstations and laptops
• Investigated and identified the root cause of customer issues and provided detailed reports to stakeholders
• Supported the development and testing of new software applications, ensuring a smooth transition to production Staff Management
Service-Level Agreement
Leadership
Relationship Management
Microsoft Azure
Cloud Computing
Microsoft Project
Communications
Softphone
Information Technology
Infrastructure Library
Telephony
Collaboration
Troubleshooting (Problem
Solving)
Incident Management
Telecommunications
Business Requirements
Customer Support
Business Operations
Operating Systems
Empathy
Project Management
Interactive Voice Response
Decision Making
Management Process
Operations
Management
Agile Methodology
Analytics
Infrastructure
Auditing
Problem Management
Root Cause Analysis
Vendor Contracts
Production Support
Avaya (Telecommunications)
• Coordinated virtual meetings with remote teams, ensuring that all meetings ran on time and within budget
Education
Bachelor of Science, Bangalore University, Bangalore July 2005 — August 2008
Master of Business Administration - MBA, Bangalore University, Bangalore
July 2015 — August 2017
References
Kim Leonard from Nice Ltd (Retired)
*********@*****.*** · 303-***-****
Inna Barvik from Nice Ltd
****.******@****.*** · 720-***-****
USA Work Authorization, H1-B VISA, I-140 Approved
Linux
Quality Control
Investigation
Customer Relationship
Management
Genesys
Scheduling
Service Management
Nice call recording
Desktop Support
Change Management
Creativity
Disaster Recovery
Network Troubleshooting
Active Directory
Vulnerability
Change Control
Hardening
Agile Software Development
ServiceNow
Microsoft Cluster
Languages
English
Hindi
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