Azeem Akhtar
Kolkata
Summary
Proven in elevating operational efficiency and client satisfaction, my tenure at Clinisys Solutions highlighted my adeptness in technical troubleshooting and fostering team development. Leveraging ITIL processes and a knack for systemic problem-solving, I consistently surpassed performance metrics, ensuring robust technical support and strategic improvements in service delivery. Team-oriented individual promoting exemplary presentation, project management and risk oversight skills. Demonstrative Scrum Master with background communicating effectively with and leading high-performance teams. Considered expert in prioritizing tasks and optimizing workflows.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Clinisys Solutions
07.2023 - Current
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Delivered Tier-3 support and SME input to internal and external customers.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Consistently met or exceeded performance metrics, contributing to overall team success.
Technical Account Manager
Citrix
04.2021 - 07.2023
- Streamlined internal processes to improve efficiency within the Technical Account Management team.
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
- Provided in-depth product training for customers, enhancing their understanding and usage of the technology.
- Established trust with clients by consistently delivering on commitments and providing transparent communication.
- Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships.
- Served as a liaison between clients and internal teams to ensure smooth project execution and delivery.
- Conducted presentations to large groups at trade shows, reseller events and onsite product trainings.
- Utilized data analytics tools to monitor account performance, identifying trends and making informed recommendations.
- Led cross-functional teams to deliver customized solutions that exceeded client expectations.
- Presented technical presentations to clients to explain product features and benefits.
Cloud Support Technician
Accenture
11.2020 - 04.2021
- Evaluated new technologies for potential adoption within the company''s cloud infrastructure, staying current on industry trends and best practices.
- Maintained up-to-date knowledge on various operating systems, applications, network configurations commonly encountered within the cloud environment.
- Proactively identified potential areas improvement within the support team, implementing strategies to address gaps in knowledge or skills.
- Collaborated with cross-functional teams to develop comprehensive solutions for complex cloud-based challenges.
Senior Analyst
Capgemini
09.2018 - 11.2020
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Created dashboards to monitor and track key performance indicators.
Skills
- Technical Documentation
- Technical Troubleshooting
- Ticket management
- ITIL Processes
- System Troubleshooting
- Sprint Planning
- Retrospective Analysis
- Stakeholder Management
- Presentation Skills
- Project Management
- Multitasking
- Self Motivation
Certification
ITIL Certified
SAFe Scrum Master Certified
Salesforce Internal Certification
Citrix Cloud Certification
Languages
Bengali
Advanced (C1)
English
Advanced (C1)
Hindi
Advanced (C1)
Timeline
Technical Support Engineer
Clinisys Solutions
07.2023 - Current
Technical Account Manager
Citrix
04.2021 - 07.2023
Cloud Support Technician
Accenture
11.2020 - 04.2021
Senior Analyst
Capgemini
09.2018 - 11.2020
ITIL Certified
SAFe Scrum Master Certified
Salesforce Internal Certification
Citrix Cloud Certification
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