Syed Nizamuddin Razvi

Experience

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  [24]7.ai

  Nov 2011 - May 2012

  Interactive Social Media Advisor

  Responding to and resolving CITI credit card customer queries via chat by providing information on Card Statements, Bill Payment, Account setup etc.,

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  CADD Centre Training Services Pvt. Ltd

  Jun 2012 - Jul 2013

  CADD Engineer

  • Training Engineering and Architecture students on CAD tools like: AutoCAD, Catia V5, and NX8 • Providing lab assistance to students for ensuring successful application of CAD knowledge gained during theory sessions, by solving the workbook exercises using CAD tools.• Assisting sales team by conducting software presentations and live demo for in-house events.

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  InterCAD Systems Pvt. Ltd.

  Aug 2013 - Aug 2014

  Application Engineer

  • Assisting sales team by driving pre-sales technical discussions, product demonstrations and helping customers solve their design challenges.• Participating in roadshows and seminars by conducting product presentations on Autodesk Building Design Suites, Bentley AECOsim Building Designer and PTC Creo.• Extending post-sales support with installation and product training.• Product troubleshooting and addressing various support queries received from InterCAD Systems Bangalore Clientele.• Representing InterCAD at partner competition and training organized by Autodesk and Bentley Systems. Show less

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  CADD Emirates

  Sept 2014 - Jun 2021

  Handling an additional responsibility of Adobe Sign and Oracle Primavera P6 along with Autodesk solutions.Adobe:• Helping customers transform their paper-based signature processes to E-Signature workflows with Adobe Sign. • Leading technical sales by understanding the business goals and unlocking hidden opportunities with product presentation and live demonstrations.• Extending post-sales support by successfully onboarding customers with Adobe Sign activation and account setup.• Providing training and implementation services by following best industry practices, and to ensure customer success with efficient adoption of Adobe’s E-Signature Solution.• Delivering walkthrough of Adobe Admin Console and Adobe Volume Licensing portals to enable administrators effectively manage user licenses.• Assisting users to install and activate Adobe Creative Cloud apps and troubleshooting software/licensing issues received via support tickets.Oracle• Assisting sales team to drive Oracle Primavera P6 and Primavera Cloud by leading technical discussions with customer and providing product demonstration.• Responsible for implementing Oracle Primavera P6 EPPM and Oracle Primavera Cloud.• Configure the solution to meet the customers business requirements.• Troubleshooting application issues and guide admin teams in managing user licenses.Other Responsibilities:• Responsible for Licensing and activation of Vray, CSI Products, Prokon, JTB FlexNet(License Monitoring Tool), and other third party plugins.• Leading and conducting new features and workflow webinars on Adobe Sign, BIM 360 and other Autodesk products. Show less Autodesk:• Responsible for leading and delivering on all technical sales aspects of Autodesk Construction Solutions.• Perform technical demonstrations and positioning Autodesk Architecture Engineering & Construction Collection and BIM 360 as the leading construction software solution to prospects• Acts as an evangelist for Autodesk Solution portfolio.• Handle all assigned incoming activation/onboarding requests.• Contact customers by Email/Phone to organize a remote activation meeting• Providing activation and/or product training• Respond to support requests via multiple channels by following CADD Emirates documented processes.• Implementation of Autodesk BIM 360 and consulting engagements with customers• Demonstrate proposed solutions & product overviews and relate them to the customer’s business issues• Apply Autodesk product sets including BIM 360 to detailed industry requirements and workflows• Writes documents including project schedules, summaries, procedure guides, process diagrams, flow charts, and best practices guides, agendas, and activity summaries• Configure solutions based on product capabilities and customer requirements• Drive and confirm adoption and consumption through presentations, tests, training and mentoring of solution details• Respond to support requests for our customers via CADD Emirates ticketing system with Zohodesk. • Prioritize critical technical issues and monitoring of service level compliance• Manage customer expectations by providing timely support resolutions• Delivering walkthrough of Autodesk Admin portal to enable administrators effectively manage user’s license entitlements. Show less

  • Application Engineer

    Oct 2017 - Jun 2021

  • Application Engineer

    Sept 2014 - Jun 2021
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  Autodesk

  Jul 2021 - now

  • Lead a team of specialists to achieve world-class levels of customer satisfaction; ensure appropriate resources are in place and work schedules are established • Work globally with counterparts and leadership globally to respond, investigate and take accountability for tasks• Participate in driving the organizational vision, global projects and initiatives; proactively identifies more efficient strategies to promote efficiency• To ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes and programs• Managing the implementation of global processes and plans to ensure effective delivery of technical support• Measure and monitor performance against established service levels to ensure achievement of individual and team targets, conduct periodic verification of work to ensure adherence to organizational standards• Develop a team of technical support specialists adhering to the Autodesk Culture Code• Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders• Implementation of employee performance plan, on boarding program, employee development and coaching initiatives etc. • Drive communication in the organization; ensure new information is coordinated with support teams and partner teams• Work closely with extended Autodesk teams to resolve customer issues Show less • Resolving BIM 360, ACC and Assemble issues reported from Autodesk customers/partners by providing effective technical solutions, directions, and troubleshooting advise via standard modalities like Email, Chat, Schedule-A-Call, Phone etc.• Assisting team members and enabling them with product trainings and techniques to help resolve their on-going customer service requests• Prioritize critical technical issues and monitoring of service level compliance• Document support interactions in SFDC• Escalate and report product defects to the development team as required• Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, and in our internal case management system• Manage customer and partner expectations by providing timely updates on progress• Participate in product beta programs & product testing events organized by the product development teams• Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology• Influence and contribute to product management and development to contribute to successful improvements Show less

  • Technical Support Manager

    Feb 2024 - now

  • Technical Support Team Lead

    May 2023 - Jan 2024

  • Sr. Technical Support Specialist - Autodesk Construction Cloud(ACC)

    Jul 2021 - Apr 2023