Faizaan Khalid Shaikh
Pune
Summary
Technical Project Manager and Client-Facing Specialist with 9+ years of experience in product support, technical consulting, and operations management. Proven expertise in optimizing workflows, analyzing product performance, and delivering tailored solutions to high-profile clients. Adept at collaborating across teams to drive process improvements, deliver complex projects, and ensure customer success.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Experienced Tech Support Engineer
Helpshift Technologies Pvt. Ltd
Pune
10.2022 - Current
- Managed premium client accounts, optimizing workflows, creating efficient processes, and mentoring team members.
- Conducted operational reviews and led process improvement initiatives to enhance efficiency.
- Delivered regular training sessions to improve technical proficiency and customer handling capabilities.
- Collaborated with management to align technical support strategies with client needs and company goals.
Experienced Tech Lead QC RD Engineer
Nice Nexidia
Pune
12.2021 - 09.2022
- Adept at project understanding and collaboration between clients, Engineering, and Support teams
- Specialized in escalations and technical articles
- I worked as a Tech Lead QC RD Advanced Support Engineer where my job role was to understand client projects and work closely with the Engineering team and Support team to deliver them
- I mainly handled escalations and look into technical articles.
- Skilled at working independently and collaboratively in a team environment.
Technical Support Analyst
BMC Software
Pune
09.2014 - 12.2021
- Worked as a Technical Support Analyst for over 5 years and then transitioned into Senior QA Analyst fro BMC.
- Led updates to Knowledge base, devised effective test strategies, and enhanced product quality
- Worked on Windows server 2003, 2008, 2008 R2, 2012 R2,2016 and 2019
- Worked on Group policies, DNS, WSUS
- Working knowledge of Rest API methods
- Ability to work with JavaScript, HTML, and JSON
- Knowledge and understanding of HTTP code responses
- Handled issues related to active directory, DNS, DHCP, server rebuild, VPN, Cisco any connect
- Worked on client’s Database servers (2005,2008,2012,2014,2016,2017 on both Express and Enterprise Edition), Terminal Servers, Domain Controllers
- Working knowledge of Jira and Salesforce
- Working knowledge of Agile Scrum
- Worked as a knowledgebase Administrator for BMC Technical Articles
- Worked for On-premises clients and Cloud clients as well
- Installs, configures, coordinates, controls, maintains and troubleshoots servers
- Monitored and manages system resources including CPU usage, disk usage
- Have been working on Windows Server Platform to configure the product that also uses a SQL Server and an IIS Server
- Hands on experience in creating reports using Crystal Reports
- Experience in configuring Active Directory accounts and Mailboxes
- Troubleshooting experience as an Exchange Server Admin for IMAP/POP and SMTP protocols
- Configuration knowledge for Office365 accounts using Exchange Web Services
- Understanding of Remoting Services and the protocols used for the same
- Working knowledge of IIS server
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Education
Bachelor of Engineering - Information Technology
University of Pune
Sinhagad Academy Of Engineering 03.2009 - 07.2014
SSC - SSC
St Vincents High School
Pune 06.2006 - 06.2007
Skills
- ITIL Foundation 4, PeopleCert
- Customer Service
- Application Installation
- Technical Solutions Development
- Windows Servers
- Time Management
- Root Cause Analysis
- Directing Team Members
- Technical Expertise
- Employee Training
- Product Knowledge
- JIRA Systems
- Support System Management
- Issue Escalation
- Customer Support Strategy
- ITSM Software
- Software Debugging
- Ticket Management
- Short and Long-Term Planning
- Attention to Detail
- Microsoft Windows and Office
- Support End-Users
- Workforce Planning
- Troubleshooting Network Issues
Accomplishments
- ITIL Foundation 4, PeopleCert
- Winner of 2023 Hackathon at HelpShift
Timeline
Experienced Tech Support Engineer
Helpshift Technologies Pvt. Ltd
10.2022 - Current
Experienced Tech Lead QC RD Engineer
Nice Nexidia
12.2021 - 09.2022
Technical Support Analyst
BMC Software
09.2014 - 12.2021
Bachelor of Engineering - Information Technology
University of Pune
03.2009 - 07.2014
SSC - SSC
St Vincents High School
06.2006 - 06.2007
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
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