Nabeel Shaikh

Experience

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  Credit Suisse

  Jun 1999 - Sept 1999

  Intern - Development and Change Delivery

  Part of a summer internship where I was part of a European team responsible for migrating data from Frankfurt to London

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  Credit Suisse

  Jun 2000 - Sept 2000

  Intern - Networks and Infrastructure

  Part of a summer internship where I was part a team that was responsible for the solution design, migration and infra-structure implementation for a new building at Canary Wharf.

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  PurpleIcon

  Oct 2000 - Mar 2004

  Contractor

  Telephony, IT, Web, Genesys, Outsourcing Contracting globally

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  Eemaan

  Apr 2004 - Aug 2008

  Principal Consultant

  Contact Centre Business Development, Technical Pre-Sales, CTI Training, Genesys Consultancy, Application Development, GVP, VTO, Virtual Hold, CISCO switches & Call Manager, a number of SIP / H323 related technologies, Technical Support, Genesys Pre-Sales, Customer contact strategy improvement. Worked on Functional and non Functional testing for a number of contact centre applications and developments. Provided business consultancy for multiples businesses globally involved in strategic business and technology decisions as well as requirements gathering . Show less

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  Sky

  Oct 2008 - Aug 2010

  Senior Genesys Application Support Engineer

  Played key role in initial platform stabilisation working with 3rd parties including Genesys Mission Critical Services. Identified and worked through to resolution some of the contact centres most critical support issues. Created and implemented structured working practices and processes. Worked on multiple internal projects including re-design, build and deploy test environments.Technologies: Genesys SIP server 8.0, SIP protocol, QFinti call recording, Genesys version 7.6 CIM, CISCO VGW, VM Ware, ICON, WFM solutions, Chordiant CRM. Show less

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  Lloyds Bank

  Aug 2010 - May 2013

  Principal Consultant Change Delivery

  Business: Improving and supporting Asset Finance business through the use of an intelligent telephony platform. Working with business partners throughout the UK to provide a world class contact centre business. Liaise with and report to head of departments when required. Key player in requirements gathering and business presentations. Presenting solutions and documentation to business stake holders on projects. Plan and preparing deliverables business internal work requests. Developed communication and stakeholder management confidence. Responsible for ensuring projects are delivered on time and in budget.Management: Managing, mentoring and leading a number of individuals based within the Telephony team. Responsible for performance reviews and appraisals. Created, developed and delivered internal training programs for staff members on technology and solutions. Technical: Subject Matter Expert (SME) & technical lead for the Telephony enterprise platform. Solutions Architect and TDA, Systems delivery, support, Remote VoIP delivery services and development, Business Intelligence development, Mainframe & Database integration. Responsible for technical resolution management, business impact reporting and approving changes within the environment. Responsible for complete end to end (functional and non functional) testing of applications within all CTI environments. Liaising with key suppliers on BAU, business critical issues and solution development. Project managing key technology deployments.Technologies:Hyperion, Nortel CS1K, CS2K, Avaya CC6, Network infra-structure set up, H323, EWL & WAN design & deployment, Genesys Inbound / Outbound, CISCO, Verint WFM, Genesys Agent Scripting, Softphone testing and deployment. Show less

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  Datapoint

  May 2013 - Jun 2014

  Head of Customer Technical Services

  Accountable for the enterprise telephony environment for O2 (Telefonica) UK, as a managed service. Environment covers a number of geographically based sites within the UK. Responsible for:Business / Operational:- Strategic planning and execution - Service desk management - Change, test & release management - Incident & problem management - Communicating to client and key stakeholders on key operational issues - Review and driving all changes impacting the telephony environment, including project management and solution updates. Management: - Management of 3rd parties including in settings KPI’s and defining contractual obligations- Managing, mentoring and leading a number of individuals based within the Telephony team. - Responsible for individual performance reviews and appraisals. - Report into UK director for Datapoint and HoF for CAPITA- CAPEX and OPEX budget setting responsibility Technical: - Infrastructure & hardware- Genesys CTI technology platform- Subject Matter Expert (SME) & technical lead for the Telephony enterprise platform. Technologies: Avaya CC6, Nortel MPS, Oracle 10G/11G, H323, Genesys Inbound / Outbound, CISCO, Genesys WFM, Genesys Agent Desktop, NetApp network/SAN storage, Nectar reporting, VMWare, Sun Solaris. Show less

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  Lloyds Banking Group

  Jun 2014 - now

  Currently working on a core transformation project to integrate a key, large, complex, multi application and network infrastructure unit onto the core banking platform. Tasks and responsibilities include:- Stakeholder management – responsible for presenting critical changes highlighting risk and technology impact and analysis to end business users. - Strategy and change – ensuring that the customer journey is improved where possible on the target environment, presenting changes, reviewing and providing technology solutions to fit consumer digital requirements.-Ensuring that target environment from both a technical and application perspective was fit for purposes. Creating design and technical solutions to ensure application integration is seamless. Working with a wide variety of technologies within a large complex network infrastructure spread across a wide geography. Show less

  • Customer Journey Manager

    Mar 2024 - now

  • SME Expert - Architecture and Design

    Jun 2014 - Apr 2024
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  Momentpin

  Jan 2016 - now

  Founder

  MomentPin™ is committed to expanding the boundaries of social networks through innovation and change, by integrating family values into a social network so as to create safety, security and a real sense of belonging within our digital lives and beyond.Spent many late nights, working hard to develop a social media which has meaning for its users, builds trust and confidence to a generation of users who want to socialise around real moments of their lives, with complete and real control of their content. Show less

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  Paratha Box UK

  Jan 2020 - now

  Founder

  Founder of the world's first fresh, handmade South Asian Paratha franchise business. My love for food and perfection developed over decades of eating home-cooked, fresh food from my Mum's blessed hands inspired me to develop a food offering and brand that represented tradition, love, and most importantly an amazingly authentic taste!It's not just food, it's love in a box.