Zujajah Nadeem

Experience

• 

  NIC Islamabad

  Sept 2018 - Oct 2018

  Digital Content Creator

  - Digital content related to the troubleshooting of Microsoft (Windows), Apple Inc (Mac OS and iOS) and Android devices - User manual guide for BMW automobiles - Review and content for BANDAI NAMCO Entertainment (video games)

• 

  Roots Millennium Schools & Colleges - TME

  Aug 2019 - Feb 2020

  Cambridge Certified Lecturer (IGCSE/O/A Levels)

  - Certified Cambridge lecturer for IGCSE/O/A Levels- Subject matter: Physics, Mathematics and Computer Science

• 

  Motive

  Feb 2020 - now

  • Leading a team of 10+ technical engineers and technical leads.• Driving a ~60% ART and AHT improvement through streamlined processes and effective SOPs resulting in a high-performance culture.• Fostered strong alignment with Product & Engineering, yielding ~75% higher product efficiency and a ~27% reduction in issues using technical direction and strategy.• Cultivating robust partnerships for enhanced customer experience, resulting in ~85% CSAT, whilemaintaining internal and external collaborations.• Successfully directed 10+ strategic projects, ensuring on-time product delivery and road map strategyexecution – Project Manager & Engineering Manager. Show less • Built and upskilled teams of different dynamics by evaluating key data points.• Managing and mentoring a team of 10+ engineers to drive and provide first class technical service to the customers.• Launched the first ever team of dedicated engineers for Motive's high priority accounts.• Orchestrated seamless customer experiences, achieving an 86.6% CSAT boost and an 87.4% ARTenhancement, driving revenue growth.• Pioneered a 30% departmental growth surge by transitioning from vertical to horizontal SME-basedplatform.• Led multiple datacenter automation processes resulting in ~30% efficiency improvement• Established technical training by incorporating latest technologies and emerging trends, elevating teamskills by 20%. • On-point Escalations Manager for high risk customers with a net ARR of USD 2.5 Million. Show less • Spearheaded high-risk company-wide project, proactively identifying 85% of defective devices company-wide.• Brainstorming sessions with the company executives and leadership to optimize and automate the workflow and methods in an effective and profitable method. • High yielding collaboration with multiple departments such as Customer Success and Order Management to track and ensure the timely and smooth processing of the RMAs. • Collaborating across teams to enhance product quality and reliability standards by 15%.• Backend diagnosis of hardware related issues using tools like Redash, AWS Console, Salesforce, Grafana, AT&T Portal. Show less

  • Senior Manager, Technical Support Engineering

    Apr 2024 - now

  • Manager, Escalations Management & Technical Support Engineering

    Jul 2023 - Mar 2024

  • Associate Manager, Technical Support Engineering

    Nov 2021 - Jun 2023

  • Technical Support Engineer - Tier II Hardware

    Oct 2020 - Oct 2021

  • Technical Support Specialist

    Feb 2020 - Oct 2020