Summary
Overview
Work History
Education
Skills
Timeline
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Fathima Shahzia

Thane

Summary

Dynamic IT Service Delivery Manager with a proven track record at MetaFirms Technologies, excelling in client relationship management and ITIL processes. Skilled in IBM storage solutions and technical troubleshooting, I foster team collaboration and drive successful outcomes through effective communication and problem-solving strategies. Passionate about enhancing customer satisfaction and operational efficiency.

Overview

17
17
years of professional experience

Work History

Team Manager - IT Service Delivery

MetaFirms Technologies Est
Dubai
01.2023 - 12.2023
  • Directed IT service management portfolio, focusing on client satisfaction and portfolio growth.
  • Cultivated strong customer relationships to facilitate business expansion and mutual success.
  • Acted as escalation contact for technical teams and clients, addressing concerns promptly.
  • Orchestrated training sessions for new technical staff, promoting skill development and team coherence.

Partner Technical Specialist, Storage

IBM INDIA PVT LTD
Mumbai
09.2022 - 12.2022
  • Conducted sessions to enable partners on IBM storage products.
  • Provided technical assistance to facilitate deal closures.
  • Managed relationships with IBM Business Partners to strengthen engagement.
  • Acted as technical specialist for selected accounts, aiding clients in designing and sizing IBM Storage solutions.

Storage Technical Specialist, WW Techline

IBM INDIA PVT LTD
Mumbai
10.2011 - 09.2022
  • Enhanced team engagement and visibility as speaker for IBM Techline at international events.
  • Provided comprehensive technical support across IBM’s storage product lineup.
  • Accountable for resolving technical issues affecting IBM Sales team and Business Partners.
  • Created documentation and training sessions for technical teams and global partners.
  • Engineered customized solutions addressing performance and capacity needs.
  • Developed onboarding training materials for new hires within Storage Portfolio.
  • Facilitated thorough training on technology, products, processes, and procedures.
  • Managed critical incidents to ensure rapid resolution.

Remote Technical Specialist – Storage and POS Systems

IBM INDIA PVT LTD
Bangalore
03.2007 - 10.2011
  • Set up remote technical support for IBM POS machines, streamlining operational workflows.
  • Assisted Remote Technical Engineers with log collection and technical troubleshooting.
  • Functioned as Storage and POS Support Specialist, resolving high-severity customer issues.
  • Performed root cause analysis for IBM Disk Systems and IBM Tape Systems.
  • Conducted Kepner Tregoe training sessions for team members to enhance analytical capabilities.

Education

B.E - Bachelor of Engineering

Visvesvaraya Technological University
Karnataka
06-2006

Skills

  • Interpersonal and communication skills
  • IBM storage solutions
  • Network infrastructure management
  • ITIL processes and service management
  • IT service management
  • Customer relationship management
  • Technical troubleshooting
  • Team training and collaboration
  • Client escalation management
  • Technical documentation
  • Public speaking at international events
  • Problem solving and analysis
  • Effective communication strategies
  • Active listening techniques

Timeline

Team Manager - IT Service Delivery

MetaFirms Technologies Est
01.2023 - 12.2023

Partner Technical Specialist, Storage

IBM INDIA PVT LTD
09.2022 - 12.2022

Storage Technical Specialist, WW Techline

IBM INDIA PVT LTD
10.2011 - 09.2022

Remote Technical Specialist – Storage and POS Systems

IBM INDIA PVT LTD
03.2007 - 10.2011

B.E - Bachelor of Engineering

Visvesvaraya Technological University

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Fathima Shahzia