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

720-***-****

ad149q@r.postjobfree.com

Links

Linkedin

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)

ad149q@r.postjobfree.com · 303-***-****

Inna Barvik from Nice Ltd

ad149q@r.postjobfree.com · 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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