Aamir Shaikh

• Got Promoted to Lead Functional Consultant - Customer Support Operations in July 2023.
• Provide Tier 2 support to global enterprise customers and partners in a 24/7 environment, ensuring timely resolution of complex issues on the Icertis Contract Intelligence (ICI) platform.
• Lead and mentor a team of 15 functional consultants, conducting daily scrum sessions, resolving escalations, and ensuring consistent delivery of high-quality support.
• Work on critical and high-priority cases, including complex data fixes and support for churn customers nearing contract termination, ensuring minimal business disruption.
• Troubleshoot and resolve platform issues using SQL Server, identifying root causes and applying appropriate data fixes or configuration changes.
• Proactively improve customer self-service experience by creating Knowledge Base (KB) articles and video tutorials, enabling users to perform tasks independently through the ICI UI—reducing support team dependency.
• Identify areas where functionality can be shifted to the UI and raise feature requests with the Product Management team. Responsible for drafting comprehensive Business Requirement Documents (BRDs), including:
  1. Current vs. desired functionality
  2. Visual mockups for UI/UX enhancements
  3. Use-case justifications for product scalability
• Successfully contributed to the implementation of multiple features through detailed BRDs, improving customer usability and efficiency.
• Conduct customer training sessions for newly released features, enabling seamless adoption and reducing post-release support queries.
• Organize internal training and enablement programs, including:
  1. Regular sessions for internal teams on new features
  2. Full On-the-Job Training (OJT) for new joiners to ramp up effectively
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to resolve platform issues, gather feedback, and ensure continuous improvement of the ICI platform.

• Providing Tier 2 support to Enterprise customers and partners of Icertis in a 24/7 environment.
• Understanding how the ICM product works and how it is used by different customers as per their requirements.
• Handling multiple cases at the same time as per the priority.
• Working on SQL Server database to troubleshoot and fix the issue
• Research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.
• Work closely with cross-functional teams and address client concerns on the ICI Platform.
• Ask customers targeted questions to quickly understand the root of the problem.
• Develop knowledge base articles for both customer and internal team to reduce troubleshooting time and drive faster issue resolution.
• Plans and conceptualizes the necessary testing to be carried out in the ICI Platform.
• Develop a strong professional rapport with assigned customer accounts to help build our business.
• Provide training to new-joiners and assisting them in their issues.

• Provided Tier 1 and Tier 2 support to enterprise customers and partners of GEP in a 24/7 environment.
• Collaborated with the software development team to address reported errors and bugs in newly released software and assisted in deploying release fixes.
• Utilized SQL Server database to troubleshoot problems.
• Coordinated with cross-functional teams to address customer concerns regarding various GEP eProcurement tools.
• Managed multiple cases simultaneously based on severity.
• Developed support documentation to empower the user community to enhance skills, utilize system features, and resolve questions independently.
• Conducted User Acceptance Testing (UAT) as required and ensured comprehensive documentation as per defined standards, even over weekends.
• Fostered strong professional relationships with assigned customer accounts to contribute to business growth.
• Proactively communicated issue statuses in a timely manner to clients and management.
• Applied knowledge, experience, and analytical skills to diagnose and resolve issues in unique and complex customer environments.

• Maintaining, monitoring, and securing all automated processes.
• Scheduling and monitoring bots in production.
• Coordinating with IT infrastructure teams to ensure the availability of automated business processes and resolving any issues affecting bot execution.
• Publishing a dashboard displaying bot execution results.
• Coordinating with business SMEs for process exceptions or bot failures.
• Maximizing the utilization of runners (licenses) by effectively scheduling processes.
• Managing all configuration and process-level changes.
• Providing reporting capabilities to explain transaction execution failures due to various system-level validations.
• Regularly issuing weekly reports on robot execution status.

• Maintaining a 3-day SLA, understanding clients' EMR issues, and resolving them in the live production environment.
• Serving as a point of contact, offering technical support to enterprise customers and partners of eClinicalWorks.
• Handling multiple cases simultaneously based on their severity.
• Striving to provide resolutions during the initial customer interaction.
• Coordinating with cross-functional teams to address customer concerns regarding various eClinicalWorks products.
• Collaborating with internal teams to prioritize tasks.
• Documenting all processes and steps taken, maintaining high accuracy according to company standards.
• Executing SQL queries based on client issues.
• Possessing experience with DNS, FTP, Apache Tomcat 6 and 8, and SQL Server.
• Contributed to continuous improvement and quality assurance tasks.

Project Name: Chickoo Business Solution (CBS)

Advantages:

Roles and Responsibilities:

• Coding in HTML, JavaScript, JQuery, and closely collaborating with the project manager.
• Interacting with clients and explaining CBS to them.
• Managing client relationships to build a strong rapport with key decision-makers.
• Analyzed proposed technical solutions based on customer requirements.
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.

• Creating a prospect database for clients for various campaigns and conducting lead generation.
• Interacting with C-Level Executives and presenting them with technology, products, and services.
• Ensuring high customer satisfaction by closely collaborating with project teams, presales teams, and achieving committed service quality.
• Conducting rigorous follow-up with clients to forecast future activity, service offerings, and explore new opportunities with existing or new clients.
• Market research includes the use of LinkedIn, business directories, etc.
• Mentoring the sales team.