Mumtaz D Shaikh
Mumbai
Summary
Adept at troubleshooting and software proficiency, I spearheaded key projects at Ingram Micro SSC Pvt Ltd, enhancing operational efficiency and reducing incident rates by optimizing Access Management and Windows Software Installation. Recognized for exceptional team collaboration and adaptability, my approach significantly improved customer relations, evidenced by prestigious awards and commendations.
Overview
16
16
years of professional experience
Work History
Associate Professional L1
Ingram Micro SSC Pvt Ltd
Pune
10.2023 - Current
- Work for the respective Global regions like APAC, EMEA, and LATAM for Global Service Desk.
- Handled incident tickets and supported resolutions via the ServiceNow Portal and chat.
- Managed and troubleshot user Windows accounts using Active Directory.
- For calls we are using Jabber and Finesse tools.
- Troubleshoot and provided technical analysis concerning operating systems, networks, and application performance issues to resolution.
- Configured and troubleshot multiple Outlook issues.
- Developed schedules for software maintenance and updates.
- Running projects based on the Windows 11 upgrade 23H2.
- Use the IMServe tool for dispatching tickets to the respective teams and maintaining daily BAU purposes.
- Worked on Intune: managed device configurations and security policies, ensured compliance, deployed applications, and automated administrative tasks across various platforms to enhance operational efficiency.
- Use of Exchange Admin Portal: Administered mailbox management, implemented email security measures, managed group configurations, supported email migrations, and provided actionable insights through reporting and monitoring.
- Received and processed CRM tool service request tickets for adding and modifying managed roles.
- Provided support for regions including AMER, APAC, EMEA, and ANZ, using the CRM.
- Instance tool.
- Worked on the Impulse application, troubleshooting common problems and account issues.
- Managed the IMFIRST instance to add, modify, and revoke users for U.S. and Canada locations.
Client Onboarding Manager
TradeUltra FX Traders
Dubai
01.2021 - 01.2022
- Creating problem records, regularly monitoring them, and making sure the problem records are closed within the defined SLAs.
- Incident monitoring and sending management notifications/communications to the stakeholders.
- Provided ultimate ownership and responsibility for end-to-end management activities for all priority 1 and 2 incidents.
- Aiming to achieve a reduction in the incident volume by eliminating the recurring incidents, and to minimize the impact of those that cannot be prevented.
- Detecting and eliminating problems that have caused, or are likely to cause, unplanned interruptions to the IT service.
- Prepare various reports, such as the Service Desk Daily Stats, the Incident Management Productivity report, the Service Desk Ticket Ageing report, and the Service Desk Ticket Acknowledgment report, on a daily basis, and publish them to higher management.
- Conducted KYC formality reports on questionable accounts and transactions.
- Performed periodic reviews and reports on merchants to comply with rules, regulations, and KYC requirements.
- Partnered with client-facing teams to collect legal documents and associated information for regulatory and internal policies.
- Monitored testing results on related controls from business unit compliance officers.
- Prepare the Client Onboarding Process - frontend and backend.
- Coordinate and guide the IT team to make changes in the CRM (Current Desk).
- (Awarded a certificate of appreciation.)
- Best Team Manager Award for Client Onboarding - 2021.
IT Helpdesk End-Users Support
Travelex Worldwide Currency Exchange Pvt Ltd
Mumbai
06.2019 - 08.2020
- Managing users accounts like account unlock and password reset, enabling access from Active Directory
- Handling Smartcard and secure pass login related issues and supporting applications used by the bank
- Troubleshooting of basic network issues, VPN, Bit Lockers, crypto security, and windows profile related issue for work from home users
- Installation and troubleshooting the hardware devices (Laptop & desktops, printers, scanners, Wi-Fi access points)
- RSA Administration - assigning token to the end users as per requirements and troubleshooting of issues related to RSA
- Provide share drive access, handling issues related to sync
- Coordinating and escalating issue with concerned teams to resolve issues regarding systems, network, servers etc
- Communicating Major IT incidents/service request for all support queries and adheres to all services procedures
- Ticketing Tool: Global Service Now
IT Helpdesk Support-Analyst
Radius Global Solution (AMEX)
Mumbai
05.2017 - 04.2018
- Use active directory to unlock and reset windows passwords, created user accounts and assigned passwords, group policies, created and reserved static IP address through DHCP server tools, bound clients through VPN
- Provide support for go-live date for the POS system, software deployment, installation, upgrading, user support, hardware repair, malfunction troubleshooting, reports
- Worked with the configuration of USB devices and new monitors, new registers and peripheral devices, LAN, created service request tickets on footprints and escalated the unresolved issues
- Responding to user's mail in Microsoft Outlook within SLA
- Resetting user's domain password on service request from Active Directory
- Managing outage communications and escalations for Priority 1 and 2 Incidents
- Taking regular updates on ongoing incidents
- Coordinating with Onshore resolver groups for the resolution of the issue
- Maintaining Knowledge Base of reoccurring issues
- Troubleshooting Internet & Proxy related issues
- Tools / Utilities - Net Support Manager, Active Directory, LANDesk, Office 365, Azure Portal, Citrix
- Employee of the month for 5 consecutive months - 2017/18 by meeting the KPI's Dashboard and FCR
Customer Service Executive
New Cherry Electronic
Dubai
09.2013 - 02.2017
- Company Overview: Subcontract with CITI UAE and Mashreq Bank.
- Demonstrating and presenting products to customers, and establishing new business.
- Providing technical support with hardware and mobile-related issues, along with maintaining the relationship with clients by providing support, information, and guidance; researching and recommending new opportunities; and recommending profit and service improvements.
- Gathering information, doing analysis to know the edge of the company, and presenting the best technique to use in selling.
- Provided outstanding customer service satisfaction (front line), going the extra mile for clients, and helping them resolve their technical issues with new Cherry electronic products.
- Monitoring order status on a weekly basis, customer information and records, and file updates on a daily basis.
- Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed, scheduled, and executed customer orders for new and established customers.
- Conferred with customers about concerns regarding products or services to resolve problems and drive sales.
Credit Card Escalation Desk
SERCO GLOBAL SERVICES UK
Mumbai
09.2011 - 02.2013
- Company Overview: BARCLAYS
- Ensure Wing-to-Wing Resolutions of cases received 24/7 with utmost accuracy and delivering best in class service
- Final Resolution to be communicated to Customer and external as well as internal Stakeholders, Senior management team, other external sources
- Maintain reports / mis / dashboards for the activities handled to monitor performance and progress
- Details analysis of cases received
- Identify chronic issue in system and drive it closure via RCA tool
- To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions
- Preparation of case sheet and presenting the same to higher management
- Function comfortably in a fast-paced performance-based customer services
- BARCLAYS
Operation Coordinator
OFFSHORE INTERNATIONAL MANAGEMENT PVT LTD
Mumbai
03.2009 - 08.2011
- Manages operational tasks under the direction of General Manager
- Leads the project management workflow for assigned 9-UAE projects
- Helps assigned teams meet and exceed their goals and objectives
- Contributes to reports for internal and external stakeholders
- Collaborates with managers to set procedures, polices, and processes
- Assists with financial tasks, including [forecasting, expense reports, budgeting, etc.]
- Handles logistical responsibilities, including [supply chain management, customer service, client services, quality management, etc.]
- Follows all federal, state, and local business laws and regulations and company policies
- Executes actionable strategies to hit goals and objectives
- Demonstrates strong project management and productivity skills
- Excels at [customer service, client services, relationship building, etc.]
- Oversaw compliance with safety and quality standards, significantly reducing incident rates.
- Negotiated contracts with vendors to secure favorable terms.
- Coordinated daily operations activities and assigned tasks to staff members.
- Generated reports detailing performance metrics and progress against goals.
Education
Bachelor of Commerce -
Mumbai University
Mumbai02.2013
Skills
- Good telephone etiquette
- Troubleshooting
- Software proficiency
- MS Office
- Access Management
- Good listening skills
- Supervision
- Adaptability
- Good knowledge of customer relations
- Ability to multitask
Specialtrainingandcertifications
- ITIL 4 Foundation Certification Training, Completed
- Diploma In Cabin Crew Training, Kompass Aviation Academy, 2008
- CERTIFICATE COURSE IN FIRST-AID, Life Supporters Health Care Academy, 2008
- Certificate Course in Computer Literacy Program, AICPTR Info tech, 2008
Profile
Good Telephone Etiquette, Troubleshooting, Software proficiency, MS office, Access Management, Good listening skills, Supervision, Adaptability, Good knowledge of customer relations, Ability to multitask, Ability to work in a team, Sense of judgment
Personal Information
- Passport Number: X5212416
- Citizenship: Indian
- Date of Birth: 01/11/89
- Marital Status: Married
Timeline
Associate Professional L1
Ingram Micro SSC Pvt Ltd
10.2023 - Current
Client Onboarding Manager
TradeUltra FX Traders
01.2021 - 01.2022
IT Helpdesk End-Users Support
Travelex Worldwide Currency Exchange Pvt Ltd
06.2019 - 08.2020
IT Helpdesk Support-Analyst
Radius Global Solution (AMEX)
05.2017 - 04.2018
Customer Service Executive
New Cherry Electronic
09.2013 - 02.2017
Credit Card Escalation Desk
SERCO GLOBAL SERVICES UK
09.2011 - 02.2013
Operation Coordinator
OFFSHORE INTERNATIONAL MANAGEMENT PVT LTD
03.2009 - 08.2011
Bachelor of Commerce -
Mumbai University
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