MUSIC
SALIM MAHEMUD SHAIKH
Service Desk Manager
Pune,Maharashtra
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
3
3
Language
Work History
Service Desk Manager
Fujitsu Consulting India
Pune, Maharashtra
11.2023 - Current
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Established clear performance metrics for continuous improvement in both individual and team performance levels.
- Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Managed vendor relationships to ensure timely delivery of hardware, software, and support services at competitive prices.
- Fostered a culture of continuous learning among team members through ongoing professional development opportunities and knowledge sharing sessions.
- Championed the adoption of IT service management best practices to drive process improvements and increase overall Service Desk effectiveness.
- Increased first call resolution rate through comprehensive staff training and development programs.
- Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
- Optimized resource allocation by regularly reviewing team workload and adjusting schedules as needed.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Implemented a robust incident management process for effective tracking, escalation, and resolution of service-related issues.
- Streamlined communications between Service Desk teams to reduce duplication of effort in addressing similar incidents or requests.
Technical Support Associate
Diebold Nixdorf India Pvt Ltd,
Hyderabad, Telangana
04.2018 - Current
- Assist external users of the client's technical products or services; identify, investigate, research, and provide resolution to user questions and problems
- Assists customers by diagnosing problems and providing resolutions for technical and service issues
- Builds relationships and fosters teamwork with team members, leadership, and individuals within other debts
- Give technical support and training to Product Managers and sales staff
- Perform cross-functional activities such as data collection, analysis, development of custom reports and slide decks
- Provide Support based on email generated requests or reports
- Tolerance for repetitive work in a fast-paced, high production work environment
- Assigns and monitors work and reviews progress of work with employees, management, and trainer
- Assisting with the performance management of the Customer Service team (internal and external)
- Building relations with commercial and key accounts via regular meetings
- Critical thinking to drive for solutions to issues
- Measure, monitor, and report on established Customer service KPIs’s ensuring that they are met on an ongoing basis
- Positive communication with customers to provide our luxury service standards
- Supervises a team of employees, providing guidance and development through coaching and formal performance reviews,
- Actively manage missing results with sites and internal teams in a timely manner
- Familiarity in working with proxy servers and packet capture utilities would be a plus
- Flexibility, working in a fast paced, customer oriented environment juggling multiple demands
- In manager’s absence work with next level manager to resolve issues
- Multi-task and manage several ongoing tasks and priorities
- Operational knowledge of numerous software programs, Internet browsers, devices and operating systems: including PCs, Macs, Internet, HTML, web-based applications, and networks
- Oversee the weekly aging report, following up on incidents which appear idle
- Providing regular updates to the customer as you work towards resolution
- Partner with the Customer Satisfaction team to review customer comments for trend analysis, closing the loop with customers who report their issue is still unresolved
- Provide assistance and support to Tier 2 agents with escalations, highlighting trends and creating corresponding knowledge base articles
- Serve as the lead representative for the team – instruct, train, coach, mentor; includes providing information, instruction, and/or resolution to technical related questions regarding the use of online, web-based products
- Work in an environment where ideas are shared, and success is celebrated 3
- Plexus IT Solution
- Addressed customer's information needs by developing technology solutions and supporting information and technology systems on multiple computing platforms
- Assisted in designing, coding, testing, deploying, maintaining, enhancing, and supporting company software systems
- Assist with writing web services and working within the Identity Management development framework to create and maintain user provisioning capabilities
- Communicated with User Experience team to ensure quality client impact
- Communication within local teams and with the wider Fugro global development network
- Designed and implemented software that integrates products with third-party applications or products
- Developed new software and customized towards company needs
- Identified and implemented opportunities for process improvement
- Think through hard problems, and work with a team to make them a reality
- Work as part of a small software development team to produce technical work, as directed by the Project Manager and the Lead Developer
Subject Matter Expert
Wipro Technologies
Pune, Maharashra
06.2022 - 06.2023
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Mentored junior team members, contributing to their professional growth and development.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
- Installed, configured, and monitored new system features based on user needs.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Implemented mentoring program for junior staff, accelerating their professional development and contribution to projects.
- Fostered culture of continuous improvement, identifying and implementing process optimizations.
Consultant
SUTHERLAND GLOBAL SERVICES
MUMBAI, MAHARASHTRA
04.2014 - 02.2018
- Boosted success of client's organization by improving performance, motivation, job satisfaction, hiring practices, training programs and management systems.
- Initiated success of client's organization by improving performance, hiring practices and management systems.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Supported clients with business analysis, documentation and data modeling.
- Saved considerable costs by renegotiating outsourcing contracts.
- Authored detailed work plans to meet business priorities and deadlines.
- Created detailed roadmaps of action items and project goals and generated reports to inform budgeting and planning.
- Developed service plans in consultation with clients, and performed follow-ups assessing quantity and quality of services.
Software Developer
PLEXUS IT SOLUTION
MUMBAI, MAHARASHTRA
01.2012 - 09.2014
- Developed software for both desktop and mobile operating systems.
- Participated in software field testing to verify in-situ performance of developed projects.
- Implemented target tracking to research prototypes over large data sets.
- Documented technical workflows and knowledge in private wiki for education of newly hired employees.
- Architected data engineering pipelines to support analysis of machine learning performance.
- Translated verbal customer requirements into written use cases and testable development stories.
- Introduced automated diagnostics for sensor data collection and processing to elevate data quality.
- Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
- Coordinated with project management staff on database development timelines and project scope.
- Integrated live, virtual and constructive programs into cohesive product.
- Designed intuitive graphical user interfaces using knowledge of serial communications and database design to improve user experience.
Education
Bachelor of Science - Mathematics
SMT CHM COLLEGE
ULAHASNAGAR, MAHARASHTRA 06.2009 - 04.2010
Science
S.I.C.E.S HIGH SCHOOL & JUNIOR COLLEGE
AMBARNATH MAHARASHTRA 06.2005 - 06.2006
S.S.C -
M.M.M. HIGH SCHOOL
AMBARNATH MAHARASHTRA 06.2003 - 06.2004
Skills
Technical Support
Staff Management
Business planning
Organization and Time Management
Teambuilding
Interests
TRAVELLING
VIDEO GAMES
Timeline
Service Desk Manager
Fujitsu Consulting India
11.2023 - Current
Subject Matter Expert
Wipro Technologies
06.2022 - 06.2023
Technical Support Associate
Diebold Nixdorf India Pvt Ltd,
04.2018 - Current
Consultant
SUTHERLAND GLOBAL SERVICES
04.2014 - 02.2018
Software Developer
PLEXUS IT SOLUTION
01.2012 - 09.2014
Bachelor of Science - Mathematics
SMT CHM COLLEGE
06.2009 - 04.2010
Science
S.I.C.E.S HIGH SCHOOL & JUNIOR COLLEGE
06.2005 - 06.2006
S.S.C -
M.M.M. HIGH SCHOOL
06.2003 - 06.2004