Seasoned Technical Support Engineer with over 17 years of experience, I have continually excelled in spearheading technical support operations and incident resolution. Throughout my career, I've consistently achieved remarkable reductions in incident handling time, amplified customer satisfaction, exceeded KPI targets, and elevated quality standards.I specialize in establishing and optimizing 1st and 2nd line support operations, adeptly troubleshooting a wide array of IT-related issues. My approach revolves around taking ownership of user problems and diligently following up on their status, ensuring the delivery of high-caliber customer service. Additionally, I have a proven track record in managing security, authorization, and user administration-related requests, prioritizing security and compliance at every turn.My skill set extends beyond technical prowess to encompass strong capabilities in People Management, Leadership, Facilitation, and Communication. I thrive in fostering a collaborative work culture, leveraging automated troubleshooting tools, and driving continuous process improvements. My robust analytical abilities enable me to dissect complex issues, leading to swift and effective resolutions.As a technology-inclined professional, I bring a customer-oriented attitude to every interaction. I excel in providing comprehensive network and software support to users while actively developing and implementing technical solutions to enhance operational efficiency. Furthermore, my expertise in analyzing system performance and security enables me to proactively address potential issues, ensuring an optimal user experience at all times.In summary, I am a results-driven Technical Support Engineer with a passion for delivering exceptional service, driving process improvements, and fostering collaborative work environments. I am eager to leverage my extensive experience and skill set to contribute positively to your team.
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Network Operations Engineer L3NutanixBengaluru, Ka, In
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Senior Technical Support EngineerJpmorgan Chase & Co. Oct 2015 - PresentHyderabad, Telangana, India• Implementing automated troubleshooting steps strategically, resulting in an impressive 13% reduction in incident handling time, thus enhancing team efficiency• Supervising team of 6, overseeing day-to-day operations while driving process enhancements, knowledge dissemination, and fostering collaborative work culture• Elevating KPI objectives by maintaining technician incident rates 6% below benchmark, achieving an exceptional average of 23 incidents per technician per day• Raising quality standards from 80% to an outstanding 92%, demonstrating steadfast commitment to continuous improvement and delivering superior outcomes• Demonstrating leadership and strategic insight in optimizing key performance indicators, ensuring consistent top-tier service delivery amidst dynamic work environment• Managing and updating Asset Database, resulting in notable 16% reduction in equipment downtime, optimizing resource allocation, and enhancing overall efficiency• Delivering comprehensive in-house training on MS Office applications, significantly enhancing staff proficiency levels• Recording all calls in the Service Desk Call Logging system• Conducting basic in-house training in MS Office applications• Serving as the sole point of contact for IT issues and queries• Offering 1st and 2nd line support• Coordinating external technical support when issues couldn't be resolved in-house• Assuming ownership of user problems• Managing an Asset Database and monitored changes• Possessing fundamental Active Directory knowledge• Managing and provisioning Blackberry accounts -
Senior Technical Support AnalystUnisys Sep 2014 - Oct 2015• Ensured 100% compliance with SOPs and SLAs at Unilever Limited by streamlining user account creation and termination processes, enhancing security and operational efficiency• Implemented robust password reset process, effectively reducing security vulnerabilities and safeguarding corporate systems through expert application of access management and security protocols• Managed security, authorization, and user administration tasks independently, ensuring seamless operations by leveraging in-depth knowledge of access control and user governance• Conducted periodic access reviews, resulting in 7% improvement in data accuracy by identifying and rectifying discrepancies, and employing analytical and auditing skills• Improved response time by 18% for access-related issues through leading customer communications, thereby enhancing user satisfaction• Proactively identified and escalated access-related security issues, contributing to reduction in potential security threats• Stayed abreast of security and privacy regulations, providing guidance on compliance measures and ensuring adherence to latest industry standards• Identified security issues related to access• Independently addressed security-related requests• Executed Access Management tasks• Managed customer communications regarding Access issues• Handled account terminations and creations• Ensured security through the password reset process -
Subject Matter ExpertIgate Jun 2010 - Jul 2014Nsez Sec-82, NoidaPossess over 6years of rich and varied work experience in Technical Support and Operations for Customer Service. Have also managed Quality, Compliance and has experience in Technical training. Possess Excellent People Management, Leadership, Facilitation, Communication, Interpersonal and Analytical skills. -
Senior Technical Support OfficerIbm Daksh Feb 2008 - Aug 2009 -
Technical Support OfficerIbm Daksh Oct 2006 - Feb 2008
Shaik Ahamad Education Details
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Bachelor Of Commerce - Bcom -
Jyothi Vidyalaya
Frequently Asked Questions about Shaik Ahamad
What company does Shaik Ahamad work for?
Shaik Ahamad works for Nutanix
What is Shaik Ahamad's role at the current company?
Shaik Ahamad's current role is Network Operations Engineer L3.
What schools did Shaik Ahamad attend?
Shaik Ahamad attended Mnr Degree College, Jyothi Vidyalaya.
Who are Shaik Ahamad's colleagues?
Shaik Ahamad's colleagues are Yashvinder Kumar, Jay Lopez, Cameron Stockwell, Radhika Nair, Rajath S, Rishabh Gupta, 森次達郎.
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