Shehzad As Email & Phone Number

Ebene

Ebene Mauritius

• Worked closely with Implementation and Development Leads to translate market requirements intodetailed technical solutions and system designs that align with the product development strategy.• Analyze new requirements, identify, and document any cross-team dependencies.• Work with partners and other development teams to define the technical solutions and interfacesrequired.• Document existing system components and architecture.• Act as a liaison between product management, development and support groups.• Review code and ensure alignment with architectural guidelines.• Participate in feature design reviews and assist the product management team in understanding theimpact and scope of requirements.• Develop requirements for implementation of new features in conjunction with the product manager andbusiness analysts.• Contribute technical documentation to assist with the onboarding of new employees.• Review product release notes and ensure the accuracy of any technical details.• Conduct systems testing and work with test engineers in the design / development of automation tests.

Mauritius

• Provide technical support for resolution of customer IT problems, incidents, issues, requests and queries. •Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. • Ensure accurate documentation, notification, escalation, tracking and follow up of all incidents. • Technical software support, Workstation Compliance, Asset management, Windows 11 support, Apple Mac Support, Microsoft Office Application support,Password, passwordless, bit-locker support and Mobile Phone (Android and Iphone) Intune. • After one year i took charge of the position of Incident coordinator, my tasks were: • Incident Management role - Work with email and self service tickets and working on resolve them in a timely manner to Define action plans to reduce the ticketing bucket volume. • Ensure all ticket are worked in < 3 days and not let any breach • To send Daily opening, closing balance and backlogs for tickets. Completing call backs taken from new joiners to reduce the volume of incoming calls. • Assessing tickets from new joiners before Assigning to level 2 support/Returning tickets in case level 2 team. • Ensuring that bucket has no breached tickets before EOD and Ensuring to maintain SLA of Self service and Email Green every month. • After another year i became a SME for the project and i took charge also of referral team tasks, which are : • Searching for a point of contact from every concerned assignment Queue for tickets to get the correct troubleshooting for new issues • Analyzing all mails and cascade to team. • Analyzing posts on Yammer and cascade to team • Completing Tasks sent from Italian Local tech support lead • Ensure to help all colleagues with their queries when coming in office. • Provide quality guidelines for team to follow and apply.

Mauritius

• Keep track of tasks via ERP according to standard set. • Proposing services to clients and challenging any objections with a view to make sales. • Responding to customer queries and update within and established timeframe using established procedures. • Maintaining and updating knowledge and solution databases. • Actively research new technology and application pertaining to business activities• Working with end-users to diagnose and resolve technical issues. • Setting up workstations with computers and necessary peripheral devices (router and printers etc.• Installing and configuring appropriate software and functions according to specifications• Develop and maintain local networks. • Ensure security and privacy networks and computer systems. • Provide orientation and guidance to users on how to operate new software and computer equipment. • Perform troubleshooting to diagnose and resolve problems (repair and replace parts, debugging etc.). • Identify computer and network equipment shortage and place orders. • Microsoft services (Exchange, Microsoft 365)• Sophos security partner management• Installing/replacing, upgrading or diagnosing PC parts/Laptops/other peripherals.• Networking (Cabling, Patching, Some network configurations, Data cabinets mounting and devices connections)• Deal also with camera (Cabling, Fixation, Configuration)