Sameer Mirza Email & Phone Number

Aurora, Co, Us

Hamilton, Bermuda, Bm

Hamilton, Bermuda, Bm

Hamilton, Bermuda, Bm

• Develop and maintain an effective and productive relationship with assigned account(s) at all levels within their organization (from front-line contact center management through senior/executive leadership)• Responsible for customer satisfaction, retention and referenceability for all assigned accounts and drives improvements that ensure we do this across our enterprise customer base• Work with Project Managers to ensure that projects mesh well with the overall strategy and are implemented successfully• Excellent triage and advanced troubleshooting skills• Demonstrate superior in-depth knowledge of Afiniti products and associated technologies, especially those employed by assigned accounts, with subject matter expertise in two or more technical areas

Hamilton, Bermuda, Bm

Promoted to manager position to manage, recruit, train and supervise professional Technical Support Engineers. Foster an environment in which clients enjoy high levels of service and employees are motivated to deliver top performance. Manage and liaison front-end operations and bridge the gap between client and engineering team(s) • Organize and manage system outages, projects deployments, implementations and communications with both assigned clients and all internal teams.• Supervising, controlling and managing a team of Professional Technical Support Engineers in the AFINITI Command Center for monitoring and resolving any issues that occur during production in Client environment.• Responsible for the management and implementation of break-fix and maintenance issues through their full life cycle within SLA, along with continuously communicating status internally and externally.• Continuously improve relationships with clients, account execs, and internal teams.• Interface with System Integration Engineering, Switch Interface Engineers, Engine Coders, AI Engineers, and Account Executives in addition to Global Deployment Leadership

Hamilton, Bermuda, Bm

Hamilton, Bermuda, Bm

San Mateo, Ca, Us

• Effectively leading a team of 3-4 individuals in two shifts (Morning and Night).• Making sure goals are met efficiently in the shortest possible time.• Frequently organizing training sessions related to the product (DeviceAnywhere) and keeping the team on the same platform.• Maintaining and administering “Ensemble Server” which encapsulates the device. • Extensive hands on experience on almost all hand held devices such as Blackberry’s, HTC, Palm AudioVox, Motorola, Nokia, Sony Ericsson, Samsung, Sanyo & iPhone.• Knowledge of various carriers such as O2, Verizon, Vodafone, Sprint (Nextel), AT&T (Cingular), Alltel, T-Mobile, Helio, Boost Mobile, 3 UK, SFR FRA, T-Mobile Germany, Willcom Japan, Kiddi au Japan.• Handling issues related to Java (jad/jar) file uploads to the device using Sprints (Nextel) total up loader tool and DeviceAnywhere application loader.• Reaching out to customer issues using GoToMeeting and solving issues in real time.• Effective time management on responding to queries/tickets and handling multiple issues during shift.• Direct correspondence on handling and discussing issues with customers through IP phone, Skype, Email.• Handling Platinum customers directly on call and solving issues in the shortest possible time.

• Responsible for providing Xper2go clients/customers in USA fast, reliable and permanent solutions for network issues.• Conducted network audits, Wireless infrastructure design.• Configured Cisco routers and Cisco 1100 access points.• Deployed, configured and administered Nomadix, IP3 and Zyxel gateway devices.• Configuring Symantec and Veritas Backup Software (8.6-10D).• Ensured streamline support for client meetings/workshops clients included (Facebook, Yahoo!, Boeing).• Maintaining service level agreement on client’s servers.• Deployed PMS billing on gateway.• Managing Active Directory of multiple clients like Sheraton Pasadena, Landmark Label, Nursing Resources, Sheraton Palo Alto.• Responsible for providing streamline support for network issues online through WebEx and GoToMeeting.

Master Of Business Administration (M.B.A.), Marketing

Be (Cse), Computer Systems Engineering