Taheel Shaikh
Pune, Maharashtra
Summary
Energetic and dedicated support employee with a focus on providing exceptional customer service. Committed to fostering strong relationships with customers to drive business growth. A collaborative team player who is adaptable and eager to learn new technologies for supporting business needs.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Engineer
Nuance || Microsoft
Pune
04.2021 - Current
- Oversaw scheduling and delegation of tasks for the team.
- Facilitated bridge calls to effectively address and resolve product issues identified by us or reported by the client.
- Identified and rectified server related issues in Azure Portal, Linux, and Windows environments.
- Updated internal process documents for increased efficiency and improved accessibility within the team.
- Communicated customer needs and improvement suggestions to product development teams.
- Provided technical support for customers on site or remotely via phone or email.
- Stayed up-to-date with latest technologies through attendance at conferences, seminars, and workshops.
- Maintained accurate records of work performed to ensure quality assurance.
- Assisted customers in resolving software and hardware problems promptly.
- Updated maintenance logs and reports accurately, facilitating effective tracking and planning.
- Utilized software and tools to streamline processes and optimize performance.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
SR. Technical Support Engineer.
Concentrix
Pune
01.2020 - 03.2021
- Provided L2 Technical Support to clients using Windows Server and Client operating systems for various components.
- Windows Activation.
- Windows Upgrade/Downgrade.
- Windows Update (Patching).
- Working on servicing registries and group policies.
- Identified and resolved operating system corruptions through diligent analysis and effective problem-solving.
- Collaborated with cross-functional teams to successfully resolve complex customer cases that required the input and expertise of multiple departments.
- Setting up KMS activation server.
- Conducted weekly/monthly triages to foster greater understanding of product and technologies among team members.
Licensing Administrator
Nuance || Kofax
Pune
04.2018 - 12.2019
- Handled issues through Email and Chat, executing proactive outbound calls to achieve faster resolution.
- Support Nuance Partners with license registration errors.
- Served as support for Partners in resetting licenses and carrying out re-installations.
- Managed order tracking, renewal opportunities creation and management on SFDC and Oracle R12.
- Gained expertise in PowerPDF through cross training and effectively resolved L1 Technical Support issues related to Power PDF tickets.
Licensing Specialist
Symantec || Veritas
Pune
11.2014 - 04.2018
- Provided L1 support for Symantec/Veritas products, assisting partners and end users through Email/Chat and Inbound calls.
- Identified license failures by troubleshooting reported/identified issues and followed established workflows for proper routing of the ticket.
- Drive and maintain a high level of customer satisfaction.
- Creating sales opportunities.
Customer Service Representative
AHMSI || Homeward || Ocwen
Pune
08.2011 - 10.2014
- Effectively handled 0-30 days past due mortgage accounts by offering options to customers regarding refinancing or rewriting.
- Managed 0-90 day delinquent mortgage accounts. Facilitated collection and presented loan modification options, including in-house modifications and government-sanctioned Home Affordable Modification Program (HAMP).
- Operated within the research department during my last 6 months at the organization, focusing on back-end tasks such as acknowledging customer complaints and forwarding issues raised by the Customer Care team. Contributed to HAMP modification document verification while working alongside the underwriting team to successfully modify loans.
- Participated in weekly client meetings to resolve delivery challenges, monitor SLA metrics, and predict future performance.
- Provided training to new hires and maintained process documentation and claims report.
Education
Bachelor of Science - Computer Science And Programming
AKI's Poona College
Pune, Maharashtra, India12-2010
Skills
- Operating system installation
- Azure Cloud Support
- Change ticket implementation
- Patch management
- Troubleshooting, Diagnosis and Maintenance
- Program/Application installations
- Server and System Administration
- Technical Support (Windows Server & Client OS)
- System monitoring
- Incident Management
- User Account Management
Certification
- AZ-900
- AZ-104
- MCSE
Accomplishments
- SRC Star Award 2024 (Microsoft||Nuance)
Timeline
Service Engineer
Nuance || Microsoft
04.2021 - Current
SR. Technical Support Engineer.
Concentrix
01.2020 - 03.2021
Licensing Administrator
Nuance || Kofax
04.2018 - 12.2019
Licensing Specialist
Symantec || Veritas
11.2014 - 04.2018
Customer Service Representative
AHMSI || Homeward || Ocwen
08.2011 - 10.2014
Bachelor of Science - Computer Science And Programming
AKI's Poona College
- AZ-900
- AZ-104
- MCSE
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