ARIF SHAIKH
Mumbai
Summary
Dynamic IT Operations Manager with a proven track record at ConnectWise, excelling in incident management and team building. Spearheaded initiatives that reduced ticket resolution times by applying Six Sigma principles, while enhancing customer service through effective communication and leadership development. Committed to operational efficiency and high-performance standards.
Overview
1
1
Certification
15
15
years of professional experience
Work History
IT Operations Manager / Team Manager
ConnectWise
Mumbai
07.2021 - Current
- Directed end-to-end IT service delivery operations, leveraging ConnectWise Asio Platform and CRM tools to enhance global ticketing workflows.
- Oversaw multi-tier technical support teams, tracking key performance indicators (KPIs) to achieve enterprise performance targets.
- Mentored and evaluated team leaders, fostering a sustainable leadership pipeline across operations floor.
- Process Engineering: Apply Six Sigma principles to continuously reduce average ticket resolution times and systematically eliminate workflow bottlenecks.
- Escalation Management: Act as the ultimate resolution point for high-priority technical issues involving complex server setups, software infrastructure, and platform outages.
Senior Team Leader / Team Leader
ConnectWise
Mumbai
07.2017 - 07.2021
- Supervised real-time queue management for global tech support operations, optimizing resource allocation to enhance response times.
- Designed and delivered specialized training programs to equip team members with skills for empathy-driven support and effective de-escalation of upset customers.
- Monitored daily team performance metrics, ensuring adherence to enterprise-level SLAs to maintain service quality.
Senior Technical Support Executive
ConnectWise
Mumbai
07.2011 - 06.2017
- (Advanced through technical roles, enhancing expertise in technical support and customer service.)
- Provided high-level diagnostic troubleshooting for servers, user access issues, and core software infrastructure.
- Achieved high first-contact resolution (FCR) rate while effectively managing front-line client relationships.
Education
Bachelor of Commerce (B.Com) -
Kalinga University
Higher Secondary Certificate (HSC) -
Eden High School
Secondary School Certificate (SSC) -
Our Lady of Good Health High School
Skills
- Team building and collaboration
- Incident and escalation management
- Server management
- KPI tracking and performance monitoring
- Operational efficiency
- Complex issue resolution
- Technical support scheduling
- Customer service and relationship management
- Effective communication
Certification
- ITIL V4 Certified – Grey Campus
- Six Sigma Foundations
- Operations Management Foundations
- Working with Upset Customers & Empathy for Customer Service Professionals
- Communication Foundations
Custom
Target Locations: UAE / Saudi Arabia / Qatar / Oman / Kuwait (Open to Relocation)
PERSONAL DETAILS FOR GULF APPLICATIONS
- Passport Status: Valid / Ready to travel
Timeline
IT Operations Manager / Team Manager
ConnectWise
07.2021 - Current
Senior Team Leader / Team Leader
ConnectWise
07.2017 - 07.2021
Senior Technical Support Executive
ConnectWise
07.2011 - 06.2017
Bachelor of Commerce (B.Com) -
Kalinga University
Higher Secondary Certificate (HSC) -
Eden High School
Secondary School Certificate (SSC) -
Our Lady of Good Health High School