Shaik Faqrudhin Email & Phone Number

Aguascalientes, Ags., Mx

Greater Bengaluru Area

Responsible for Level 2 and L3 production support to handle the tickets raised by the L1 team.Analysis of the existing design and code for issue resolution and bug fixing.Guide the team in implementation of automation in ticket resolution and also for repetitive routine tasks.Capability to coordinate the bug fixing effort with the Development Team.Ensure the best possible performance and responsiveness of the applications and identify bottlenecks & bugs.Adhering to various SLA management processes and tools.

Greater Bengaluru Area

Responsibilities:· Managed relationships with E2E clients overseeing platform solution development and deployments· JIRA Admin; Created and ran monitoring reports for usage, performance, and/or availability, developed automation, and templates. Fresh Desk Admin; Create Tickets, monitoring the tickets and flow up with the team on the issues.· Created and developing OKRs for the platform solutions per region, persona, and issues· Design and oversaw processes for L1-L3 support/engineer teams such as escalation, communication, and handling clients.· Design knowledge-base to scale the support team for onboarding and training.. Continuous updating of documentation.. Taking ownership of technical issues by troubleshooting and qualifying cases before sending them to development.. Attending meetings with other company departments as necessary to perform duties.. Creating product troubleshooting guides to assist end-users and teammates.. Managing assigned tickets with a level of quality that provides a high degree of customer satisfaction.

Chennai Area, India

Written 30+ documents on troubleshooting/security product/customer management leading to reduced resolution times by 28%Championed customer loyalty by improving processes, KPI metrics, and documentation in a call center environment of 100+ employees. Lead lasting organizational change by providing value and business impact reports to stakeholders.Debugging of issues in the product and providing root cause report to the client on timely manner.Documentation on the new features which are implemented in the product during the monthly releases.

Chennai, Tamil Nadu, India

Providing last-line support over 30 interactions daily from Individual-Mid level business.• Deployed virtual environments for clients in Data Server Windows Server 2012, and VMware vSphere• Debugging Debian, RHEL, and general Linux production environments• Configured network rules(L1/3/7), troubleshoot Windows and MAC OS• Contributed over 20+ documents to internal WIKI KB for mobile, gateway/router, and troubleshooting procedures• Utilized the following technologies; TeamViewer, WebEx, Join.Me, SSH, RDP