Saleem Shaikh

• Troubleshoot server-related application performance and connectivity issues between workstations and servers.
• Installed and configured the in-house CRM application Maximeyes on servers, workstations, and ensured that network connectivity is maintained.
• Managed user access and security in Windows Active Directory, including Microsoft Azure Cloud environments.
• Perform feature testing in test environments for clients.
• Assist clients with product training and onboarding.
• Provide timely Microsoft SQL database backup to clients, and collaborate with third-party IT vendors for ensuring compliance.
Integrate third-party hardware equipment, like auto-refractors and phoropters, used by ophthalmologists.
• Apply patches for software, and install new versions to eliminate security problems and protect data.
• Collaborate with third-party vendors to resolve integration issues, ensuring system integrity.
• Proficient in using tools like Postman for API testing.
• Proficient in Microsoft Azure Cloud, including managing user access and security.
• Developed comprehensive documentation of technical procedures and guidelines for efficient knowledge transfer among team members.
• Implemented customized solutions to cater to unique client requirements, ensuring seamless integration with existing systems.

• 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

• 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

• 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