Salim Shaikh
Technical Operations Manager
Undri
Summary
Professional Summary Over 12 years of experience in IT Industry and currently working in the Banking Industry as a Technology Manager Assistant Vice President.
Highly experienced with Service providers and Vendor Management along with Internal Delivery Managers and Stakeholders
Experienced people Management with over 9 years of experience in Service Industry.
Excellent reputation for resolving problems and improving customer satisfaction.
Dedicated professional with history of meeting company goals utilizing consistent and organized practices.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills.
Overview
13
13
years of professional experience
1
1
Language
1
1
Certificate
Work History
Technology Assoc. Manager
Wells Fargo
07.2021 - Current
- Managing weekly/bi-weekly/monthly metrics for the Service Desk Teams and also responsible for sending reports to the business leaders and stakeholders on a daily basis showing the trends analysis
- Responsible for planning, consulting, negotiating and managing deliverables of the business & technology requirements
- Working on the Net Promoters Score Evaluation across the Service Desk Teams and providing timely Feedbacks on improving the scores
- Managing overall performance of the team members and ensuring to build and sustain high performance work culture
- Accountable for the overall engagement of the work group and manage attrition
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Delivered services to customer locations within specific timeframes.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Carried out day-to-day duties accurately and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Prepared variety of different written communications, reports and documents.
- Conducted research, gathered information from multiple sources and presented results.
- Drove operational improvements which resulted in savings and improved profit margins.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Used coordination and planning skills to achieve results according to schedule.
ITSM - IT Project Lead (Service Desk)
T-Systems ICT India
08.2019 - 07.2021
- Mentor Engineers to improve the capabilities and usefulness of the Service Desk team and maintain service levels for the Service Desk Team
- Reporting and Driving Timely Actions by Operations Teams
- ITSM strategy and implementation – Incident, Problem, Change, Asset Management
- Onboarded new temps by entering employee information into systems.
- Monitored company inventory to keep stock levels and databases updated.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Delivered services to customer locations within specific timeframes.
- Led projects and analyzed data to identify opportunities for improvement.
IT Service Desk
T-Systems India, T-Systems
10.2017 - 07.2021
Process Analyst
T-Systems
10.2017 - 08.2019
- Worked as a first point of contact and Service Desk Lead supporting the Service Desk Team
- Got trained on the HP Serve Manager 9 Ticketing tool provided by the German Support team and implemented the same in India.
- Maintained authoritative knowledge on change management techniques effective in improving processes without disrupting operations.
- Analyzed and documented company processes for executive leadership and suggested areas for improvement.
- Increased efficiency and team performance by implementing actionable process improvements.
- Gathered documentation and created reports on assessed information.
- Protected confidentiality and data integrity in work-related tasks as depicted in company regulations and protocols.
- Designed process models to provide clear, understandable tools for presenting complex business processes to individuals with minimal knowledge on topic.
Technical Support Engineer
NetApp – Convergys
02.2016 - 10.2017
- In assisting NetApp customers/Clients and End-Users by providing a range of technical support
- Troubleshooting protocols running on NetApp hardware to assist customer with problem isolation and resolution
- Installation/upgrades of storage/hardware/software/infrastructure
- Coordinated activities between multiple support groups to ensure adherence to extant Service Level Agreements where other groups are needed to resolve a single Service Desk incident
- Functioned as primary point of contact for incidents reported from users and Maintain incident ownership
Storage Technical Support Engineer
NetApp, Convergys
02.2016 - 10.2017
IT Service Desk Analyst
MWH Global
09.2011 - 01.2016
- Supported Incident Management & Service Request fulfillment activities at Global Helpdesk
- Ensured that the passwords reset issues and issues that impact the production are taken care at the earliest so that no productivity is hampered
- Troubleshooting of issues with the Office 365 and Office 2013 products that also include supporting issues with the Lync 2010, Lync 2013 and Skype for business which is now upgraded version of Lync 2013, on Desktops and iPad and iPhones Devices
- Primary Ownership of all incidents raised at Helpdesk level including following up historical tickets assigned to other teams
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Monitored systems in operation and quickly troubleshot errors.
- Used ticketing systems to manage and process support actions and requests.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
IT Analyst
Halliburton Technologies
03.2011 - 09.2011
IT Support Specialist
Halliburton
03.2011 - 09.2011
- Assisted all the users who work in the field with important queries related to their account details and Software requirements
- Made sure that the we were updated with technical developments in appropriate areas of work ensuring that a good level of Incidents (80%) reported by colleagues are resolved at first point of contact with the Service Desk
- Ensured all the resolved request is closed by me once the requester confirms that the task has been completed
- Passwords reset and account status details updating as in when required
Senior Customer Representative
Zensar Technologies
08.2010 - 03.2011
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Provided customers with updates and periodic statements on service developments and changes in trends.
Education
Master Of Business Administration - Information Technology
RGIMT
Maharashtra 11-2022
Skills
- Ul>
- Customer Service
- P>ITSM
- P>IPC
- P>Communications Specialist
- P>Experienced in Service Desk
- P>Technology planning and Transitions
- P>SIAM
- P>People Management
- P>Information Technology Infrastructure
- P>Voice and Data Technology
- P>Technology due diligence
Timeline
Technology Assoc. Manager
Wells Fargo
07.2021 - Current
ITSM - IT Project Lead (Service Desk)
T-Systems ICT India
08.2019 - 07.2021
ITIL Service Operations
03-2019
Process Analyst
T-Systems
10.2017 - 08.2019
IT Service Desk
T-Systems India, T-Systems
10.2017 - 07.2021
Technical Support Engineer
NetApp – Convergys
02.2016 - 10.2017
Storage Technical Support Engineer
NetApp, Convergys
02.2016 - 10.2017
IT Service Desk Analyst
MWH Global
09.2011 - 01.2016
IT Analyst
Halliburton Technologies
03.2011 - 09.2011
IT Support Specialist
Halliburton
03.2011 - 09.2011
Senior Customer Representative
Zensar Technologies
08.2010 - 03.2011
Master Of Business Administration - Information Technology
RGIMT
Accomplishments
- IT Cost Optimization Project Co-ordinating with the Deutsche Telekom International for getting the analysis done on the migration from Windows 7 to Windows 10
Certification
ITIL Service Operations
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