Tausif Shaikh Email & Phone Number

London Area, United Kingdom

London, England, United Kingdom

● Executed technical analysis, Root Cause Analysis (RCA), and problem management along with helping the Level 2 (L2), Level 3 (L3) & Level 4 (L4) teams with technical inputs.● Drove the migration from Single Tenant to Multi-tenant PODs from Cloud deployment to effectively manage the infrastructure.● Enabled team on technical troubleshooting by leveraging multiple debugging approaches and in-depth technical product knowledge.● Managed technical delivery aspects for the entire shift (Americas) with global teams set up across India, San Jose, and Costa Rica.● Executed critical product analysis for senior management’s consumption and to drove engineering and product initiatives.● Managed defect scoping in terms of impact analysis, workarounds to help establish the priority and alignment with the release vehicle, as part of Release Management.● Cross-functional team Collaboration: o With Products team - Led initiatives around product improvements & supportability initiatives based on critical data, business impact, etc. o With Sales Engineering – Worked on internal escalations to unblock critical time-sensitive Proof of Concept (POC)’s & the incorporated the feedback loop from the field teams. o With Engineering – Acted as the bridge between the support and engineering teams (L4, Dev, etc.) and managed operational engagement on JIRA cards i.e., query, defects, Improvements. o With Training Team – Created training content around the new product lines that were converted into the Automation Anywhere University (AAU) modules for internal/external customer consumption. o With Documentation – Worked with the documentation team on addressing the gaps, improving content quality, and UX changes to achieve higher product penetration.

Vadodara, Gujarat, India

● Managed and led the team of Technical Engineers to investigate issues technically and implement solutions. Trained and mentored new hires using support onboarding best practices.● Handled escalation to expedite the investigation and facilitate customers with RCA (Root Cause Analysis) along with preventive measures.● Implemented HA/DR (High Availability/ Disaster Recovery) model for premium customers to achieve continuous, uninterrupted operations for enterprise products. Developed superior step-by-step procedure to carry out product implementation which includes On-Premise, Cloud modes.● Deployed product on the virtual environment (i.e. Citrix XenDesktop, XenApp, VMWare) as well as on private Cloud (i.e. AWS, Microsoft Azure).● Led the migration project known as MEAP (Migration Early Acceptance Program), driving migration from legacy applications to Enterprise A2019 (for both Cloud and On-Premise models). ● Defined working model/ process for the team to target the cases that are immediate closure. This process paved the path for 1 Business Day (BD) resolution to shoot up and reduced the ART (Average Handling Time).● Received the “Star of the Week” Award (March 2021) from management for my extraordinary contribution to customer’s success.● Hosted weekly stability meetings to discuss production issues and their permanent solution with various Development Leads. Defined processes to expedite Turn Around Time (TAT) and achieved reduction in TAT by ~20% from the existing TAT.● Attended cross-functional meetings, promoting synergy across environments within the platform.● Built automation framework for several reports, reduced around 70% overall processing time.● Worked closely with the Product, Sales, and Engineering teams to address priority issues.

Vadodara, Gujarat, India

● Troubleshot issues with Infrastructure, Implementation, Application-level with help of logs analysis and various tools (i.e., WireShark, Fiddler, and Java Accessibility).● Analyzed issues reported with IQBot – a cognitive-based tool that extracts the data from PDFs using machine learning capabilities.● Developed object locators using Developer Tools, which is used to capture the objects of a web page to clone them so that automation can be achieved. This increased the success rate of the automation and helped overcome challenges that are intermittently observed while locating.● Created a digital workforce for customers to automate their mundane tasks by preparing bots (automated task scripts).● A key driver of the content delivery team to prepare study material in the form of document/video to publish on self-help portals of the organization to be consumed by internal/external customers. ● Authored knowledge base article for the new feature or defect concluded, to help customers leverage the solution beforehand. Aligned articles with Knowledge-Centered Services (KCS) standard, maintained the Article Quality Index (AQI) 99%.

Mumbai, Maharashtra, India

● Worked as a SPOC (Single Point of Contact) for all the stakeholders/ business users on any issues related to Applications handled by Business Support Group (BSG). ● Analyzed and determined the RCA and implemented solutions in terms of process and proactive measures.● Worked on user queries regarding the data discrepancy/ system availability and application logic with various BU (Business Unit).● Supported Incident Management by providing information and work-around depending on the severity of the incident.● Created a knowledge base for issues occurring on a regular basis.● Generated reports from DB by writing SQL queries as per customer’s requirements.● Performed health checkups of the system to ensure the system's availability and proactively resolving the issue identified during the checkup.● Part of the UAT (User Acceptance Testing) coordination with end-users to secure signoff. Conducted post-implementation follow-up of all changes to ensure they work correctly. ● Validated the issue reported via case management tool in staging/ UAT environment to replicate the issue, for better understanding and log a problem ticket with the development team to have the issue investigated further.● Piloted weekly calls with the Business Unit to address any emergency concern or the ticket/issue that requires urgent attention.● Liaised with the Product and Development team to address core issues from the root.● Received client appreciation for ‘‘best investigation of issues and better problem tracking towards permanent resolution’’.

Bengaluru, Karnataka, India

● Provided support for MoneyCenter application for the concern /issue raised via tickets, service request/ incident. ● Prepared Use Test Cases to check the application behavior in terms of logic and functionalities of the product.● Led the PDV (Post Deployment Verification) process, to safeguard the functionality of the application is intact post the patch /monthly release which moved to production. This was an activity where a client worked with me to validate test cases on the recently developed version of the product and secured their signoff.● Managed Platinum accounts (i.e. Bank of America, USAA) as being a single point of contact proactively worked on the ongoing issues. Performed RFB (Ready-For-Business) checks for customers.● Worked on user’s queries regarding the data discrepancy/ system availability and application logic, day-to-day support procedures like amending the static data as per user requirement.● Performed RCA on repetitive incidents and issues for permanent rectification of problems. Also ensured an enhancement is logged and worked upon to reduce the ticket inflow.● Handled P0 (complete outage) calls with the technical team and sent out a timely support notification to businesses about the progress.● Communicated updates to business users via, call, email, or case updates to keep them abreast about the progress and also, to avoid potential escalation.

Bengaluru, Karnataka, India

● Provided application support to end-users (Qantas Airlines) and resolved their concerns raised via ticket. ● Identified bugs/defects in the system and report them to the concerned team. Coordinated with internal technical teams and brought them to closure.● Prepared SQL queries to fetch data and prepare a report which would be shared with the requestor.● Deployed to the client facility for the migration project and received the client’s appreciation for the work carried out well before the expected deadline. The total duration of the project was 90 business days, however, I managed to get it completed within 55 working days. Achieved accolades from clients for the same.● Deduced the process for migration of user profiles from Legacy system to the Citrix XenDesktop to achieve data security and high system availability all the time.

Master Of Computer Applications - Mca

Bachelor'S Degree, Electrical And Electronics Engineering