Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Taheel Shaikh

Pune, Maharashtra

Summary

Energetic and dedicated support engineer, with a focus on providing exceptional customer service. Committed to fostering strong relationships with customers to drive business. A collaborative team player who is adaptable, and eager to learn new technologies for supporting business needs.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Consultant

Infosys LTD
Pune
10.2024 - Current
  • Delivered empathetic and solutions-oriented support to customers via call and email, resolving high volumes of technical and product-related inquiries in a fast-paced SaaS environment.
  • Collaborated cross-functionally with engineering, product, and data science teams to investigate, troubleshoot, and resolve software issues, significantly improving the customer experience.
  • Authored and regularly updated Knowledge Center articles and FAQs, ensuring technical accuracy and clarity in alignment with internal review schedules.
  • Utilized tools like Microsoft ICM, Zenoss, Jira, and Salesforce to track issues, communicate updates, and ensure timely resolution of customer cases.
  • Handling escalation tickets for the team and delgated tasks for smooth business operations.
  • Working on infrastructure maintenance and deployment ticket.
  • Datacenter monitoring via the Zenoss portal, which has integration with Linux, Windows, and Azure cloud-based interfaces/machines.
  • Working on technical tickets created by internal stakeholders and customers.
  • Access management for the internal and external clients for various tools and applications.
  • Provided assistance with SSO implementations and configurations, ensuring secure and smooth user experiences.

Service Engineer

Nuance || Microsoft
Pune
04.2021 - 10.2024
  • 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.
  • Assisted customers in resolving software and hardware problems promptly.
  • Updated maintenance logs and reports accurately, facilitating effective tracking and planning.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.

SR. Technical Support Engineer.

Concentrix (Microsoft-Enterprise Product Support)
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
Pune
08.2011 - 10.2014
  • Effectively handled 0-30 and 0-90 days past due mortgage accounts by offering options to customers regarding refinancing or rewriting.
  • 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.
  • 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, India
12-2010

Skills

  • Operating system installation and troubleshooting
  • Azure Cloud Support
  • Change ticket implementation
  • Windows 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

Accomplishments

  • Site Reliability Star Award 2024 (Microsoft||Nuance)

Certification

  • AZ-900
  • AZ-104
  • MCSE

Timeline

Senior Consultant

Infosys LTD
10.2024 - Current

Service Engineer

Nuance || Microsoft
04.2021 - 10.2024

SR. Technical Support Engineer.

Concentrix (Microsoft-Enterprise Product Support)
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
08.2011 - 10.2014

Bachelor of Science - Computer Science And Programming

AKI's Poona College

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Taheel Shaikh