Saleem Shaikh
Pune,Maharashtra
Summary
Experienced IT professional with 14 years of expertise in production application support, software support, and system administration. Skilled in diagnosing, troubleshooting, and resolving complex technical issues across diverse environments. Proven track record in client retention and increasing client satisfaction rates. Adept problem-solver dedicated to ensuring seamless operations and optimizing system performance. Committed to delivering high-quality support and driving continuous improvement in IT processes.
Overview
17
17
years of professional experience
Work History
Senior Software Support Engineer
First Insight Software Solution Pvt. Ltd.
02.2019 - Current
- Duration : 6 years and 2 months
- Troubleshoot server-related application performance and connectivity issues between workstations and servers.
- Installed, configured and maintained In-house applications such as FileMaker on servers and workstations and main systems and network connections.
- Assist Clients with with product training and onboarding when needed.
- Managed user access and security in Windows Active Directory, particularly for Microsoft Azure-based CLOUD VM environments.
- Integrate 3rd Party Hardware equipments like Auto-Refractors and Phoropters used by Ophthalmologist.
- Collaborate with third-party vendors to resolve integration issues, ensuring system integrity.
- Administered and optimized FileMaker and SQL Studio, ensuring robust database performance.
- Provide timely Microsoft SQL server Database back-up to clients and collaborate with 3rd party IT teams for data security.
- Proficiency in using tools like Postman for API webservice testing and troubleshooting.
- Developed comprehensive documentation of technical procedures and guidelines for efficient knowledge transfer among team members.
- Strong analytical skills to interpret integration logic and identify potential optimizations or improvements.
- Implemented customized solutions to cater to unique client requirements, ensuring seamless integration with existing systems.
- Managed escalated cases with professionalism, prioritizing issue resolution while maintaining excellent customer service standards.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborate with engineering teams and Escalation teams to implement software customizations based on client requirements.
Senior Technical Support Executive
Cybage Software Pvt. Ltd.
10.2016 - 02.2019
- Process : PerfectMind
- Duration : 2 Years and 3 months
- Provided expert-level troubleshooting for Salesforce-based applications serving Martial Arts Schools in North America.
- Designed and implemented custom objects and fields within Salesforce to enhance client systems.
- Managed Salesforce standard objects, including Accounts, Contacts, Leads, Opportunities, Cases, and Reports.
- Configured and enforced object-level and field-level security, utilizing tab permissions, record types, and page layouts.
- Administered user setup and deactivation processes, ensuring compliance with security protocols
- Collaborated with Tier 3 Engineers to implement client-specific CRM customizations.
- Diagnosed and resolved web page layout and browser compatibility issues across Windows and macOS platforms.
- Configured email clients on Windows and macOS, particularly Microsoft Outlook.
Senior Customer Care Executive
FarePortal
10.2015 - 07.2016
- Process : Sales and Customer Service
- Duration : 9 months
- Managed relationships with B2B airline suppliers to support customer demands and drive revenue growth
- Provided customer support and handled complex inquiries, ensuring high customer satisfaction
- Facilitated sales of airline tickets and managed post-sale customer service
- Handled special requests and last-minute travel changes, offering tailored solutions
- Utilized live reservation systems, including Amadeus and Sabre, for ticketing and customer support
Senior Customer Care Executive
Tech Mahindra
07.2008 - 03.2015
- Client : Hutchison 3 Global Services
- Process : Mobile Broadband Support
- Duration : 6 Years and 8 months
- Provided remote technical support, resolving customer issues with efficiency via remote access
- Specialized in troubleshooting internet and browser issues across Windows XP, Vista, 7, 8, and 8.1
- Resolved connectivity issues with Huawei and ZTE modems and Wi-Fi devices
- Escalated and managed tickets with the second-line support team, ensuring timely resolution
- Led daily team briefings and managed case assignments to optimize team performance
Education
Bachelor of Commerce - S.Y B.com
University of Pune
Maharashtra, PuneHigher Secondary school Certificate -
Poona College of Arts, Science And Commerce
Maharashtra, Pune12.2007
Secondary School Certificate -
YMCA MES
Maharashtra, Pune12.2005
Skills
- Technical troubleshooting expertise
- Hardware troubleshooting
- Network troubleshooting
- System configuration
- Backup and recovery
- Application installations
- API Testing
- Proficient in multi-tasking
- Teamwork and collaboration
- Excellent communication
- Technical documentation
- Effective communication within diverse teams
Languages
English
Hindi
Marathi
Hobbies
Playing Cricket or Soccer on weekends
Late night drive in city.
Timeline
Senior Software Support Engineer
First Insight Software Solution Pvt. Ltd.
02.2019 - Current
Senior Technical Support Executive
Cybage Software Pvt. Ltd.
10.2016 - 02.2019
Senior Customer Care Executive
FarePortal
10.2015 - 07.2016
Senior Customer Care Executive
Tech Mahindra
07.2008 - 03.2015
Bachelor of Commerce - S.Y B.com
University of Pune
Higher Secondary school Certificate -
Poona College of Arts, Science And Commerce
Secondary School Certificate -
YMCA MES
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