Salim Shaikh
Sr. AVP-Technical Operations Manager
Hyderabad
Summary
Accomplished IT Professional with 15 years of experience, currently serving as Sr. AVP for Technology Operations at Wells Fargo. Collaborate with Leadership and Business Stakeholders to provide valuable insights to the production team. Proficient in strategic business planning, team development, business management, customer relations, and team leadership. Recognized for compliance, reliability, adaptability, strategic vision, and effective problem-solving abilities, with a proven track record in driving business growth and operational efficiency.
Overview
15
15
years of professional experience
5
5
Certificates
1
1
Language
3
3
years of post-secondary education
Work History
Sr Technology Assoc. Manager
Wells Fargo
07.2021 - Current
- Fostered strong connections with Wells Fargo Bankers to ensure seamless operations.
- Evaluated Service Level Management metrics consistently to enhance staffing and volume efficiency.
- Kept leadership and stakeholders informed swiftly, ensuring SLA compliance during disruptions.
- Elevated proficiency of Service Desk Members to guarantee outstanding user interactions on all platforms.
- Oversaw IVR and chat functionalities on Genesys platform and ServiceNow platform.
- Ensured accurate querying of reports in ServiceNow.
- Partnered with Data Analyst team to develop Power BI Dashboard for stakeholders and business leaders.
- Collaborated with Change Management team to maintain planning and staffing for upcoming changes.
- Led monthly discussions with stakeholders to review implications for business applications.
- Directed a team of 45, with 20 full-time employees and 25 contractors, in providing banking technology support.
- Directed multiple projects at once to ensure deadlines were met.
ITSM - IT Project Lead (Service Desk)
T-Systems ICT India
10.2017 - 07.2021
- Executed flawless deployment of ITSM frameworks for Incident, Problem, Change, and Asset Management operations.
- Managed projects aimed at fostering perpetual improvement.
- Optimized recruitment processes to support career development.
- Led projects and analyzed data to identify opportunities for improvement.
- Planned, designed, and scheduled phases for large projects.
Technical Support Engineer( Service Desk 2)
NetApp – Convergys
02.2016 - 10.2017
- Delivered assistance to clients of NetApp through technical support.
- Optimized incident resolution process by unifying contributions from different support teams.
- Boosted customer satisfaction by efficiently handling and solving technical issues.
- Promoted transparency by keeping communication channels open with clients throughout troubleshooting.
IT Service Desk Analyst
MWH Global
09.2011 - 01.2016
- Assisted in diagnosing and resolving problems with Office software on various devices.
- Minimized disruption to users' workflows through effective incident management.
- Identified key improvement areas to elevate IT service desk efficiency.
- Streamlined communication processes for geographically distributed teams.
- Reduced support wait times by optimizing ticket management processes.
IT Support Specialist
Halliburton
03.2011 - 09.2011
- Resolved essential queries for field users regarding account information and software needs.
- Utilized ticketing systems for effective support management.
- Responded effectively to high call flow and provided technical assistance.
- Addressed and corrected hardware, software, and network malfunctions.
Senior Customer Representative
Zensar Technologies
08.2010 - 03.2011
- Compiled consumer details to identify demands and advise fitting products.
- Delivered outstanding customer service by swiftly addressing concerns.
- Evaluated customer requirements to suggest suitable products.
- Resolved escalated calls with professionalism, displaying empathy while leading customers to optimal solutions.
Education
Master Of Business Administration - Information Technology
RGIMT
Maharashtra 04.2016 - 10.2018
Timeline
ServiceNow Administration Training
12-2024
AZ-900 Cloud Certification
11-2023
ServiceNow Foundation Training
02-2023
Sr Technology Assoc. Manager
Wells Fargo
07.2021 - Current
ITIL Intermediete Service Operations
03-2019
ITSM - IT Project Lead (Service Desk)
T-Systems ICT India
10.2017 - 07.2021
Master Of Business Administration - Information Technology
RGIMT
04.2016 - 10.2018
Technical Support Engineer( Service Desk 2)
NetApp – Convergys
02.2016 - 10.2017
ITIl v3 Foundation
05-2012
IT Service Desk Analyst
MWH Global
09.2011 - 01.2016
IT Support Specialist
Halliburton
03.2011 - 09.2011
Senior Customer Representative
Zensar Technologies
08.2010 - 03.2011
Certification
ITIL Intermediete Service Operations
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Marathi
Intermediate (B1)
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Suprit Sahu Suprit Sahu null
Marketing & Communications Intern at CYIENTMarketing & Communications Intern at CYIENT