Nabi Rassool Shaik

Client: Shutterfly

Domain: e-commerce

Process: Order Gateway

• Overseeing L1 and L2 teams, providing technical guidance as needed.
• Develop comprehensive daily task documentation for clients.
• Resolving technical problems by leveraging available resources and escalating bugs to the Engineering team
• Triaging ServiceNow incidents, Jira tickets, monitoring and guiding the team towards resolution.
• Created and implemented SOPs and RCAs for fresh and recurring issues
• Working closely with Engineering, QA, db team, Partner Managers, Account Managers, Customer experience teams.
• Oversaw change management and transformation project for clients, dealing with processes, staff and systems change.

Company Overview: Integrator.IO enables a small staff to connect, integrate, manage, and monitor a number of data sources and endpoints with ease. Integrations are relatively quick to implement and a wide variety of translation tools are available to make communication between systems efficient and seamless

• Acting as L3 lead and contributing individually to Celigo Integration.IO product L2 on operations and functional end and conducting knowledge sharing sessions for team on up skilling
• To troubleshoot issues from beginning to resolution as a single point of contact, provide escalation management, and provide measurable impact details to customer
• Triaging L1 and L2 tickets among team and guiding them towards resolution
• POC for important modules of product
• Assisting customers by resolving their issues and helping them understand the functionality and features of product in the best possible way
• Working closely with Engineering, DB, Account, CSM and Implementation teams to find RCA of cases and deliver results to customers proactively
• To keep clients apprised of the status of the issue and notify them of major updates

Company Overview: Zenoti provides an all-in-one, cloud-based software solution for the spa, salon and med spa industry

• Leading and individual contributing L2 production support team on the operations, functional end and conducting knowledge sharing sessions for the team on up skilling
• To troubleshoot issues from beginning to resolution as a single point of contact, escalation management, and providing measurable impact details to the customer
• POC for the important modules of the product
• Assisting customers by resolving their issues and helping them understanding the functionality and features of product in the best possible way
• Acting as an account POC for nearly 5 accounts by setting up and meeting the right expectations with the customers to ensure their business operations run effectively on Zenoti
• Conducting One-One sessions with the team to understand their level of support and review KPI metrics with them by keeping right standards on the goals

Company Overview: Ameriprise Financial, Inc Is a diversified financial services company and bank holding company incorporated in Delaware and headquartered in Minneapolis, Minnesota. It provides financial planning products and services, including wealth management, asset management, insurance, annuities, and estate planning

• Leading and individual contributing L2 production support team on the operations, daily activities and conducting knowledge sharing sessions for the team on upskilling
• Defining and working on SOP’s and RCA on the issues and escalating Engineering teams along with RCA documentation
• Issue analysis, Identification of bug and the workaround
• Response to functional queries, understanding & analysis of user requirement for minor enhancements
• To attend WebEx calls with clients to have better understanding of their issues and to drive the issue in proper direction to get the swift resolution
• Collaborating with cross functional teams like Engineering, QA, escalation management, problem management teams
• To create and maintain tools, product support documentation and records to promote better incident management and customer support - KCS
• Conduct periodic reviews with Dashboard Panels and Dev team to identify opportunities to enhance monitoring system improvements
• Periodic reporting of the performance and trends of the team in avoiding P1 incidents due to monitoring or first level resolution of the tickets

Company Overview: OT Gupta Team Developer is an IDE developed by OpenText which is a high-level development system for both 32-bit and 64-bit Windows applications

• To Provide L2 and L3 customer support for the issues raised by clients through call and ITSM ticketing tool
• To attend WebEx calls with clients to have better understanding of their issues and to drive the issue in proper direction to get the swift resolution
• To work on all the major tasks involved in the EDRM (Electronic Discovery Reference Model) cycle like Data Collection, Electronic File Processing, Hosting and Production
• Worked as a change coordinator by providing functional inputs to development team for new alerting tool and problems that were faced during day-to-day work
• To uncover causes of application malfunction and troubleshot issues utilizing techniques like log analysis, issue replication including within the VMWare vSphere/vCloud environments
• To communicate quality issues with an accurate description of the problem and provide the means to recreate the issues
• To provide high level of technical expertise to clients both internal and external
• To work with engineer and development teams to isolate the cause of the issue and deploy any hot fixes to mitigate the reported issues in client’s environment
• To replicate the issues by setting up the test environments using Hyper-V and VMware and to keep clients apprised of the status of the issue and notify them with major updates
• To create and maintain tools, product support documentation and records to promote better incident management and customer support - KCS
• To Identify areas for product modification or improvement to advance customer effectiveness, experience and recommends improvements through proper channels
• To Provide KT to new entrants into the team with live examples and production issues

Company Overview: MyActiveHealth (MAH) application is a member engagement platform, with supporting services that pull data and insights from patented technology platform and integrate with care management and personalized messages regarding health improvement

• Worked as a technical Analyst, Application Maintenance, Requirement gathering and transfer Knowledge to development team and MAH implementation
• To Follow ITIL Process in work environment and provide level 2 customer support, root cause analysis and problem management for MAH
• To work as a change coordinator by providing functional inputs to development team for new alerting tool and problems that were faced during day-to-day work
• To align with Windows, DBA and Network teams during deployments to solve infrastructure related issues
• Involved in Patch /Hotfix, version update for MAH application
• Worked on the migration project to move all the applications from Windows Server 2003 to Windows server 2008
• To perform unit testing, interface testing and user acceptance testing on the applications whenever a new build is developed to the QA environment before rolling it out to Production
• Hands-on experience in support SLA and KPI process
• Prepared documents, Standard Operational Procedures for all new issues, requests and handed over to L1 and L2 support respectively
• Maintained issue tracker list and coordinated with Vendor for permanent fixes

• Involved in requirement Analyze and Developed application based on the requirements
• Involved in analyses and implemented the CR (Change Request) to existing web applications according to the feedback received from clients
• Performed Unit Testing, integrating testing and stringent quality checks as per the QC guidelines to ensure an error free as well as optimum final product to the user
• Testing the applications on different web browsers to ensure a standard user experience for the clients across all platforms
• Used jQuery extensively for performing client-side validations