Client-Facing Support Analyst and SLA Specialist

NaeemReza Vazir

548-***-**** *************@*****.*** linkedin.com/in/nrvazir Toronto, ON, Canada Professional Summary

Support Analyst with over 6 years delivering frontline, client-facing support in fast-paced, business-critical production environments. Served as first point of contact for 150-plus enterprise clients at Thomson Reuters, resolving service requests, configuration changes, and technical issues via phone and ticketing systems while working varying shifts to meet client needs. Used monitoring tools to resolve 800-plus system alerts and maintained a 30-minute SLA response standard. Comfortable prioritizing multiple concurrent requests under pressure, escalating complex issues to technical teams, and maintaining clear, accurate documentation throughout the resolution process. Experience

Independent Contract Engagements Jan 2025 – Present Business Systems and Client Success Analyst Toronto, ON (Hybrid)

• Provided first-line client support, troubleshooting, and user guidance, creating support documentation to improve self-service adoption and reduce escalations.

• Improved operational workflows across order handling and production support, reducing wait times and enhancing customer satisfaction.

• Acted as liaison between clients and internal teams, identifying problems, clarifying needs, and supporting effective resolution.

• Collaborated with cross-functional teams to capture requirements and resolve recurring issues affecting client experience.

• Applied Agile practices to track evolving support requirements using Jira and HubSpot.

• Leveraged customer-facing experience to strengthen communication and issue-resolution skills. Thomson Reuters (Integration Point Consulting Pvt. Ltd.) Jun 2017 – Jul 2019 Support Analyst – Global Trade Management Vadodara, India

• Served as first point of contact for 150-plus enterprise clients including Fortune 500 organizations, delivering timely, professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting.

• Maintained a 30-minute SLA response standard while processing 1,500-plus daily support interactions in a fast-paced, business-critical production environment.

• Used SQL Monitor and NAGIOS-style monitoring tools to identify and resolve 800-plus system alerts, maintaining service continuity and accuracy.

• Processed client requests for configuration and permission changes, managing and prioritizing 50-plus daily requests with precision and accuracy.

• Maintained detailed, accurate records of client interactions and resolutions following standard operating procedures.

• Collaborated with technical teams to escalate complex issues, document requirements, and improve client workflows.

• Worked varying shifts, including early mornings and evenings, to maintain uninterrupted global client coverage. Meditab Solutions Jul 2019 – Jan 2021

Support and Implementation Analyst – US Healthcare Systems Sacramento, CA (Remote)

• Provided client support and technical issue resolution via phone, email, and other electronic media for 17 healthcare organizations in production environments.

• Troubleshot system and network problems, diagnosing and solving hardware and software faults while logging and prioritizing client queries.

• Analyzed call logs to identify recurring trends and underlying issues, responding within agreed SLA time limits and working continuously until resolution.

• Partnered with product and engineering teams to reproduce technical issues, validate fixes, and communicate updates clearly to clients.

• Documented SOPs and update protocols, contributing to continuous improvement of support processes and documentation.

Apexon (Infostretch Corporation Pvt. Ltd.) Aug 2021 – Aug 2023 Implementation Analyst II – Third-Party Risk Management Irving, TX (Remote)

• Provided occasional client support and issue resolution alongside core implementation duties for 30-plus enterprise clients, maintaining full SLA compliance.

• Escalated complex technical issues to product and engineering teams when configuration-level troubleshooting required deeper investigation.

• Maintained accurate documentation of client configurations and change requests across the platform lifecycle. Education & Certifications

Conestoga College Kitchener, ON

Postgraduate Diploma – Digital Solutions Management Sep 2023 – Dec 2024

• CGPA: 3.9 / 4.0 President’s Honors List Co-op at SMART Centre Conestoga Gujarat Technological University India

Bachelor of Engineering (BEng) – Computer Science Jun 2013 – May 2017

• CGPA: 3.23 / 4.0 Training and Placement Cell Lead Certifications

Agile Project Management – Skillsoft (2023) Agile Business Management – Udemy (2021) Technical Skills

Core Skills: Frontline Client Support, Phone and Ticketing Systems, Service Request and Configuration Management, Technical Troubleshooting, SLA Compliance, Monitoring and Alert Resolution, Escalation Management, Shift-Based Coverage

Tools: SQL Monitor, Service Desk, Jira, SharePoint, API Documentation, Microsoft Office 365, Google Workspace Domain: Global Trade Compliance, US Healthcare (EDI 835/837, EHR, HIPAA), Third-Party Risk Management

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