Sameer Shaikh

Experience

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  CRB Tech Solutions Pvt. Ltd

  May 2018 - Apr 2019

  Hardware Networking Industrial Training and Course

  I have completed Industrial Training and Courses in Hardware Networking, achieving excellence in the field, including:-> Aptitude-> Soft-skills-> Computer Fundamentals-> A+-> N+-> CCNA-> Linux Administration-> MCSA

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  Zentest Software

  Jan 2019 - Aug 2019

  System Administrator

  -> Proficient in installing, configuring, and updating Windows machines-> Skilled in troubleshooting client issues and providing remote support via ticketing tools-> Experienced in managing Cyberoam firewall, creating rules, and implementing filtering-> Capable of diagnosing and resolving hardware and networking problems-> Competent in administering Gmail domain accounts, controlling virtual machines, and overseeing NAS storage management

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  TransPerfect

  Oct 2019 - Jan 2022

  Service Desk Analyst

  -> Provide service and support through an online helpdesk ticketing system-> Interact with customers to address inquiries, concerns, and requests about products and services-> Diagnose and resolve issues related to software and connectivity problems-> Research information using available resources and follow established procedures-> Escalate and prioritize issues based on client specifications

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  DynaNet Online Support

  Jan 2022 - Dec 2023

  -> Technical Support for all queries related to Zendesk’s multi-product platform-> Diagnose and troubleshoot client, and user technical issues-> Gather requirements: scoping, sizing, and creating Statements of Work (SOWs) and complete the projects as per the client's requirements-> Project owner and client point-of-contact throughout the CRM lifecycle, from initial configuration to Post–go–live support-> Using tact and diplomacy when handling their queries Show less

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  Project44

  Feb 2024 - now

  Zendesk Administrator

  -> Zendesk System Maintenance: Maintain and administer the Zendesk platform, ensuring optimal performance and reliability.-> Enhancements and Automation: Identify opportunities for enhancing Zendesk functionality, including automation, workflows, and integrations. Implement and optimize these enhancements to streamline processes and improve customer support efficiency. -> Interface Optimization: Collaborate with cross-functional teams to improve Zendesk interfaces for both customers and support agents. Ensure that the user experience is intuitive and efficient. -> Issue Resolution: Address and resolve Zendesk-related issues promptly, including troubleshooting technical problems, bug fixes, and performance optimization.-> Training and Documentation: Provide training sessions and create comprehensive documentation to educate internal teams on Zendesk functionality, best practices, and usage guidelines. Ensure that staff are proficient in using Zendesk's full capabilities. -> User Support: Offer ongoing support to Zendesk users, assisting with questions, problems, and inquiries. Serve as the go-to expert for all things Zendesk.-> Data Analysis: Utilize Zendesk reporting and analytics tools to gather insights into customer support performance, identifying areas for improvement and making data-driven recommendations.-> Security and Compliance: Maintain data security and compliance standards within the Zendesk environment, ensuring the protection of sensitive customer information.-> Collaboration: Collaborate with other departments to align Zendesk with business objectives and to facilitate the implementation of custom solutions that meet specific needs. Show less