Hi, I’m
Jaffar Sheikh
Senior Technical Support Specialist (Shift Lead)
Chennai
Summary
A detail-oriented, passionate and dependable potential resource to the organization, where I can utilize my skills and knowledge, to help the organization grow and further enhance my growth.
Overview
10
years of professional experience
4
years of post-secondary education
3
Languages
Work History
ADP India Pvt Ltd @ Next Gen HCM (Lifion)Chennai
Senior Technical Support Specialist (Shift Lead)
04.2019 - 05.2023
Job overview
- Skilled at technical analysis and solution driven to maintain Client sentiment with internal teams, and global product/platform team (GPT) for front end design and backend coding issues on UX.
- Demonstrated high level of analytical skills during Critical/High priority issue to identify its impact and root cause.
- Displayed training capabilities during various training sessions for new and tenured agents within Client Success, Client Support, GPT, and developer support team
- Designed and established a “Learning and development module”, that standardize new hire training across multiple teams and easily modifiable when changes are required to accommodate current UX features
- Proven ability to Propose, redefine and implement processes to improve Individual performance, team communication, product stability and technical Skills
- Streamlined support process to accommodate changes proposed due to Business Unit merge and to future proof the client support process during disasters, Year-End processes, and future BU/CRM migrations
- Demonstrated strong organizational management skill by establishing a quarterly review protocol to discuss individual performance, growth, goal improvement plans and discuss about teams’ prospect and current working conditions
- Exercised Leadership responsibilities on Onboarding new hires, maintain shift headcount, analyzing, delegating projects across the team and establishing everyday team responsibilities module for skill exposure.
- Received multiple recognitions and awards for performance and innovations to improve product and team life quality throughout my tenure at Lifion by ADP.
ADP India Pvt Ltd
Client Support Specialist
05.2017 - 04.2019
Job overview
- Responded to all client inquires and provided further services, technical Support on HCM software.
- Established proven knowledge on UK Payroll related questions ADP HCM UK platform
- Trained and shared HCM platform and UK payroll related knowledge to new Trainees
- Provided assistance to other team members and R&D as Subject Matter Expert.
Groupon Shared Services
Client Support Specialist
08.2016 - 04.2017
Job overview
- Provided services to Merchants with questions related to Business exposure through Groupon throughout North America, Europe, Australia and certain countries in Asia
- Expertly resolved Merchants issues relating payments, queries regarding vouchers purchased and other financial requests
- Liaised with Technical teams for Merchants request to modify their Business page, deal contents and deal timeline through backend UI modifications.
HCL BSERV
Engineer
01.2015 - 08.2015
Job overview
- Assisting United Kingdom Customers with queries related to Broadband and Telephone connections
- Providing Technical assistance to all Broadband connection related issues
- Providing Product support on (company provided) Routers and modems
- Assisting with Customers instructions on how to setup router and resolve connection congestions.
Allsec Technologies Ltd
Customer Support Officer
06.2013 - 01.2015
Job overview
- Tracking transaction and shipment process for Ford resource suppliers, globally
- Provide assistance regarding payment queries via phone and e-mail
- Handling calls from North and South America, Europe, South - East Asia
- Assisting in creation and development of customer relationship management system 3
Education
United Institute of Technology
B.E from Electrical & Electronics Engineering
01.2009 - 04.2013
University Overview
GPA: 7
Skills
Technical support expertise
Technical application support
Technical Training Leadership
Strategic planning
Operations management
Project Management
Product development
Client communication
Software Proficiency
SQL scripting
Leadership Skills
Innovations
Employee Evaluation
Organization and Time Management
Training and Development
Performance improvement
Additional Information
- PERSONAL DETAILS , Date of Birth, Gender Male Pan Card FFIPS1075B Aadhaar Number 5336 4370 6127 Passport L3782238 (Valid till September 2023) Marital Status
Accomplishments
- Collaborated with team of 4 in the development of Learning and development program.
- Achieved outstanding results by analyzing and resolving tickets with accuracy and efficiency.
- Documented and resolved Client critical issue which lead us to set a baseline for Client issue SLOs
- Supervised team of 21 staff members.
- Established a stabilized Client Support tea, through effectively helping and exposing the team to multiple skills
Hobbies
I am a brilliant cook, a gamer and meme enthusiast
Timeline
Senior Technical Support Specialist (Shift Lead)
ADP India Pvt Ltd @ Next Gen HCM (Lifion)
04.2019 - 05.2023
Client Support Specialist
ADP India Pvt Ltd
05.2017 - 04.2019
Client Support Specialist
Groupon Shared Services
08.2016 - 04.2017
Engineer
HCL BSERV
01.2015 - 08.2015
Customer Support Officer
Allsec Technologies Ltd
06.2013 - 01.2015
United Institute of Technology
B.E from Electrical & Electronics Engineering
01.2009 - 04.2013