Wasim Javed Shaikh

• Assisted in organizing and overseeing assignments to drive operational excellence.
• Reviewing change Plan and schedule. Planning activities including scheduling the change request, assessing the risk and impact, creating plan defining and sequencing the task need to accomplish change request and align resource for each task
• Ensuring the daily changes are deployed successfully. Driving calls to keep the team updated with their respective task, Publishing deployment status reports.
• Responsible for the successful delivery of service, E2E change processing against agreed deadline
• Responding to critical incident, problem to reduce impact
• Drive Crisis call and value to drive quick service restoration ensuring continuity of service
• Manage Incident Management bridge calls with support team, On-call support application team including Service Owner/Operations-Lead
• Ensure Incident Management process is followed Incident and Problem records accurately reflect action taken to restore services and change to Configuration items are recorded
• Act as a direct escalation point for incident from incident management team and other support team
• Executes the Incident management process task. User creation and access management
• Undertake all communication related to management of incident and resolving conflicts
• Interact with stakeholder as when required and action on priority.
• Performing Health Check for multiple business application like Tibco, SAF, Genesys, Nagios, Vodafone Application
• Following established procedure, process, ticketing, and escalation standards to ensure prompt resolution to issues
• Performing Password Reset for In-house, Partners team
• Attend the Incident remedy ticket priority wise without any escalation and complete it within the stipulated time
• Monitoring multiple application using AppDynamics, Splunk, Nagios SAF and more related tools
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• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Educated staff on organizational mission and goals to help employees achieve success.
• Devised and implemented processes and procedures to streamline operations.
• Conducted regular reviews of operations and identified areas for improvement.
• Developed effective improvement plans in alignment with goals and specifications.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Following Incident Management process end to end.
• Worked as Incident life cycle coordinator for American Express networking team
• Working on RFC, raising change (PAC Preapproved, SAC Standard approved Changes Normal change, Expedited Emergency)
• Worked as Desktop support Engineer for Kraft and Amex project
• Ensuring Three strike policy is followed along with closure of incident
• Training new joiner helping with onboarding

• Spoke to customers in native language to increase loyalty and establish relationships.
• Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
• Trained and supported new team members, maintaining culture of collaboration.
• Developed new sales opportunities through development and rollout of promotional plans.
• Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
• Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
• Identified customer needs and wants to enhance customer experiences and boost sales.
• Managed customer relations through communication and helpful interactions.
• Greeted customers and offered assistance for increased customer satisfaction.
• Provided product price information to customers.
• Created solutions for customers to satisfy specific needs, quality and budget.
• Developed and implemented strategies to increase customer satisfaction and engagement.
• Trained and mentored junior staff on customer service strategies and techniques.
• Utilized customer feedback to improve product offerings.
• Monitored customer service metrics and performance indicators to identify areas of opportunity.

• Elected Captain of Cricket Team
• Completed Bachelor of Science and major subject as Electronics
• Secured First Class with 69%
• Winner of Inter college Cricket Team

Completed Higher Secondary Certificate with 2nd Class in Science Stream

Completed SSC from St Joseph High School securing 2nd Class.