Samir Shaikh

About Samir Shaikh

Third Level Support experience for Mail Servers including Windows, and Novell on all hardware platforms. Creative thinker and analytical problem-solver with demonstrated ability to manage projects from planning through execution/completion under the pressure of fast-paced, time-sensitive environments. Decisive, energetic, focused team leader/player who can lead teams through implementing change and improvements. Exceptional interpersonal communicator who effectively interacts with clients and all levels of management. 10+ Years of experience in IT Industry.

Experience

1. Senior Application Support Engineer

   GEP Worldwide

   Nov 2022 — Present · Navi Mumbai, IN

   Provide inputs to the team leads for the status update calls with the key\\\\nstakeholders from the client side\\\\n Develop a sound understanding of the organizational policies, procedures and\\\\neProcurement tools and implement it on a day to day basis\\\\n Provide technical assistance via phone, email and webex to clients across the\\\\nglobe for eProcurement tools\\\\n Proactively communicate issue status in a timely way to the clients and the\\\\nmanagement.\\\\n Take ownership of issues until they are successfully resolved. Ensuring the timely\\\\nresolution to meet our ‘Service Level Objectives’ (SLOs)\\\\n Answering inbound calls of clients as per the SLA`s and ensure resolution on call\\\\n–first fix\\\\n Make outbound calls to clients if process demands so\\\\n Ensure complete documentation with the ticketing system for ease of reporting\\\\nand follow up as per the process\\\\n Efficiently and concisely document support calls/email support inquiries and\\\\nresolution into the company’s tracking system, practicing IT IL concepts\\\\n Filing ‘Solutions’ and ‘Problem Reports’. Co -coordinating with various concerned\\\\ndepartments to ensure the dynamic fixture of bugs and issues\\\\n Analysis of issues, collecting of right information\\\\n Perform special projects as requested by the Manager\\\\n Deliver product training courses to customers and internal staff\\\\n Develop a strong professional rapport with assigned customer accounts to help\\\\nbuild our business\\\\n Ensure customer feedback as per the set standards of the company\\\\n Practice process improvements as defined\\\\n Perform UAT `s as required and ensure complete documentation as defined –\\\\nover the weekends\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• SIKKIM MANIPAL UNIVERSITY

  Bachelor of Business Administration, Business Administration and Management, General

• C.M.S (Mumbai)

  Diploma in Computer Engineering

  1997 — 1998

• Sriram Polytechnic, Airoli, Navi Mumbai. INDIA

  3 Years Diploma in Computer Technology, IT

  1993 — 1997

• Sikkim Manipal University

  Bachelor of Business Administration (BBA), Business Administration and Management, General

  2008 — 2011

• Board of Technical Education - Govt. of Kerala

  Bachelor of Audio Engineering, Computer Engineering Technology/Technician