Saim Muzaffar
Srinagar
Summary
Solution-focused Support Engineer known for unparalleled productivity and efficient task completion. Specialize in troubleshooting, network management, and software configuration. Excel in communication, problem-solving, and teamwork, ensuring seamless collaboration and customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Product Support Specialist
Cornerstone On-demand
Pune
06.2023 - 07.2024
- Provided dedicated client support for Cornerstone products, addressing technical issues, resolving user queries, and maintaining optimal system performance.
- Assisted clients in configuring and customizing LMS features to meet their unique organizational requirements, enhancing efficiency and alignment with business goals.
- Consistently maintained FRC (First Response Consistency) and CSAT (Customer Satisfaction) scores above 90%, demonstrating a commitment to exceptional service quality and client satisfaction.
- Focused on the timely resolution of client issues and effective communication to enhance the overall customer experience.
- Delivered expert-level guidance on troubleshooting, system updates, and best practices, ensuring seamless LMS operation and improved user satisfaction.
- Implemented and managed Single Sign-On (SSO) solutions using Identity Provider (IdP) integrations, ensuring secure and seamless access across multiple systems and applications.
- Successfully managed and resolved assigned cases, ensuring adherence to SLAs, and high client satisfaction.
- Collaborated with clients to understand their business processes, and provided expert guidance on configuring Cornerstone applications.
- Contributed to the creation of a comprehensive product knowledge base through accurate and complete case activity updates.
- Customized Salesforce objects, fields, and workflows to align with specific business requirements.
- Designed and created customized reports to meet the diverse informational needs of different customers in Saba.
- Expertise in Salesforce administration, including user management, profile configuration, and permission sets.
- Leveraged Saba Cloud API to integrate, and optimize learning and talent management solutions.
- Improved efficiency in training operations by analyzing API jobs and debugging issues.
- Collaborated with cross-functional teams to deliver scalable, secure, cloud-based learning platforms.
Senior System/Technical Support Engineer
Cognizant
Bangalore
06.2021 - 05.2023
- Worked with Azure Active Directory (AAD) to manage user authentication and identity management, ensuring secure access to resources across the organization.
- Utilized PuTTY and Linux servers to retrieve and analyze log files, identifying issues, and implementing optimal solutions to improve system performance and reliability.
- Implemented and provided technical support for voice services and equipment.
- Monitored system health and logs to troubleshoot performance issues, ensuring minimal downtime, and swift resolution of technical challenges.
- Configured and managed Azure Active Directory (AAD) for seamless user authentication and identity management, integrating with on-premises Active Directory environments.
- Collaborated with cross-functional teams, including developers, network engineers, and security specialists, to ensure the smooth integration and operation of Azure-based solutions.
- Monitored, controlled, and operated access, networks, and domains, maintaining compliance with organizational security standards.
- Optimized and managed Azure storage solutions, including Blob Storage, to support high-performance, cost-efficient data management.
- Facilitated communication between technical and non-technical stakeholders to ensure clear understanding of issues.
- Created knowledge base documents for frequently asked questions.
Research Analyst
Phronesis Partners
Delhi
01.2020 - 02.2021
- Contributed to diverse live technology projects, leveraging data-driven methodologies to support strategic initiatives.
- Worked extensively with databases to extract, transform, and analyze complex datasets, ensuring high data integrity and relevance.
- Performed advanced data retrieval and analysis using SQL, streamlining data processes, and delivering actionable insights to stakeholders.
- Conducted fieldwork activities, including data collection and observation.
- Manipulated data into databases such as Microsoft Access or Excel spreadsheets.
- Utilized software programs such as Microsoft Access or Excel to store extracted information.
- Constructed database queries in SQL language to retrieve data from MySQL databases.
Internship Student
National Institute of Electronics and Information Technology
Srinagar
05.2018 - 07.2018
- Developed a Hospital Management System as part of a collaborative team project, integrating robust backend functionality using SQL.
- Utilized Java programming to design, implement, and test key application features, ensuring scalability and user-friendly functionality.
- Contributed to the system architecture, focusing on database optimization, seamless integration, and performance enhancements.
Education
Bachelor of technology - Computer Science & Engineering
Chandigarh Group of Colleges
06.2020
Skills
- SQL and MS Access: Query writing and data retrieving
- Customer Support Tools: Jira, ServiceNow, Salesforce
- Network and sign-in troubleshooting: DNS, SSO, IDP, SSL, Wireshark
- Linux troubleshooting: PuTTY and command-line troubleshooting in Linux
- Analysis Tools: Audits, Wireshark, Fiddler logs
- MS Azure: Active Directory, AD rights delegation
- API Troubleshooting: Experience with API documentation for Saba, Postman, Saba API, and REST API
- Report Management: Saba and Salesforce reports
Certification
- Microsoft Certified: Azure Fundamentals, 11/01/24
- Salesforce Certified Associate, 04/01/24 - 04/01/25
- Cisco Certified Network Associate(NWKINGS)(Course Certification), 12/01/23
- Networking Essentials Cisco, 07/01/21
- Programming in Java, 05/01/18 - 07/01/18
Accomplishments
- Stood First in an Extempore organized by the literally club.
- Participated in Youth Parliament organized by Tech-Comm Professional Society.
Hobbies and Interests
- Current Affairs
- Sports
- Movies
- Music
- Technology
Languages
- English
- Urdu
- Hindi
- Kashmiri
Timeline
Product Support Specialist
Cornerstone On-demand
06.2023 - 07.2024
Senior System/Technical Support Engineer
Cognizant
06.2021 - 05.2023
Research Analyst
Phronesis Partners
01.2020 - 02.2021
Internship Student
National Institute of Electronics and Information Technology
05.2018 - 07.2018
- Microsoft Certified: Azure Fundamentals, 11/01/24
- Salesforce Certified Associate, 04/01/24 - 04/01/25
- Cisco Certified Network Associate(NWKINGS)(Course Certification), 12/01/23
- Networking Essentials Cisco, 07/01/21
- Programming in Java, 05/01/18 - 07/01/18
Bachelor of technology - Computer Science & Engineering
Chandigarh Group of Colleges
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