Sadiqullah Noorullah

• Review team's performance (Backlog, CSAT, Escalations) at regular intervals and coordinate with internal team on necessary process improvement plans for individuals.
• Handle field and client direct escalations and close loop them on timely manner.
• Conduct timely 1-1 session with engineers/SMEs to identify challenges and make corrective actions.
• Being part of/conducting meetings with client/managers on a weekly/monthly/quarterly basis to discuss team's performance.
• Partner with other teams like CSM, Sales and engineering to drive cases towards solution.
• Responsible for overseeing day-to-day operations and monitoring queues closely to manage day to day volume in efficient way along with WFM team.
• Experience in ticketing tools like Salesforce, JIRA, CRM.

• Worked for one of largest providers of cloud, premises-based and hybrid business telephony and unified
  communications (UC) solutions
• Responsible for providing technical support to customers and
  partners via email, chat or voice
• Responsible for configuring and troubleshooting various UC products like call recording, conference bridge, email to fax, voicemail transcription, mobility, soft-phone, contact center
• Troubleshoot VOIP phones and voice network by performing and analyzing packet captures of network traffic, pull router logs, CDR to determine call quality and call completions issues
• Mentored L1, L2 and L3 support engineers.

• Worked for Vonage and responsible for providing technical
  support to customers via email, voice or chat
• Responsible for troubleshooting SOHO networking
  devices, VoIP devices and Vonage application.

Key Achievements:

• Awarded as Performer of quarter for JFM 2013 and Idol for the month of October 2013
• Ranked always as one of top 10 performing support engineers.