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    Zoheb Shaikh For Atlassian April 2019

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    Zoheb Shaikh
    Zoheb Shaikh is a Principal Support Engineer with over 10 years of experience in technical support roles. He has extensive skills in technologies like Java/J2EE, Linux/Unix, databases, and bug tracking tools. Zoheb strives to provide world-class customer service and regularly conducts trainings. He has a proven track record of resolving complex issues and ensuring customer success.

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    Zoheb Shaikh For Atlassian April 2019

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    Zoheb Shaikh
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    Zoheb Shaikh is a Principal Support Engineer with over 10 years of experience in technical support roles. He has extensive skills in technologies like Java/J2EE, Linux/Unix, databases, and bug tracking tools. Zoheb strives to provide world-class customer service and regularly conducts trainings. He has a proven track record of resolving complex issues and ensuring customer success.

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    Zoheb Shaikh for Atlassian April 2019

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    Zoheb Shaikh is a Principal Support Engineer with over 10 years of experience in technical support roles. He has extensive skills in technologies like Java/J2EE, Linux/Unix, databases, and bug tracking tools. Zoheb strives to provide world-class customer service and regularly conducts trainings. He has a proven track record of resolving complex issues and ensuring customer success.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    85 views3 pages

    Zoheb Shaikh For Atlassian April 2019

    Uploaded by

    Zoheb Shaikh
    Zoheb Shaikh is a Principal Support Engineer with over 10 years of experience in technical support roles. He has extensive skills in technologies like Java/J2EE, Linux/Unix, databases, and bug tracking tools. Zoheb strives to provide world-class customer service and regularly conducts trainings. He has a proven track record of resolving complex issues and ensuring customer success.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    of 3

    ZOHEB SHAIKH

    Seven Bungalows, Andheri West, Mumbai, Maharashtra 400053 • +919833879579 • [email protected]

    PROFESSIONAL SUMMARY

    Exceptionally capable Technical Support Specialist with 10 years' of proven development and support experience
    in Enterprise Class Software Products with a gift for understanding both the business and technical needs of the
    Customer.
    Recognized for providing “World Class” customer service experience to U.S. clients by leveraging exceptional
    troubleshooting skills combined with a high emotional I.Q.
    Have worked remotely for over 4 years and well versed in current software support practices and tools like
    Salesforce, Jira, virtual environments, log investigation, build testing, and solution delivery.
    During my tenure with Aurea Software Inc., I evolved from a Technical Support Engineer to a Platinum Success
    Associate owning the responsibility to ensure our key customers achieve business success.

    SKILLS

    Linux/Unix, Java/J2EE, Apache Ant, Oracle DB Server, Analytical and critical thinker. Outstanding problem-
    Cassandra, Derby, Eclipse MAT, GC Viewer, IBM solving, and troubleshooting ability.
    ThreadAnalyzer, JVisualVM, SOAPUI [SOAP API], Quick grasp on Web Technologies.
    POSTMAN[REST API], Salesforce CRM, Struts 1.1 MVC Superior communication (oral and written),
    Framework, Springs 2.0, Hibernate, iBatis, Apache customer service and interpersonal skills.
    Tomcat, JBoss, Microsoft SQL Server, Jetty, Oracle Java/J2EE full stack web developer.
    WebLogic, Kerberos, SSL, OAuth 2.0, GitHub Six Sigma Green Belt certified.
    Knowledge Centered Services v6 Practices
    certified.

    WORK HISTORY

    Designation Principal Support Engineer


    Organisation Progress Software 06/2017 - Current
    Solved challenging database driver issues with Relational, Big Data, and SaaS data sources. (Relational
    databases such as Oracle, SQL Server, and DB2; NoSQL/BigData databases such as Hive and Mongo; and
    Cloud sources such as Salesforce.)
    Participated in SPRINT reviews to ensure key defects and enhancements are prioritized.
    Ensured technical efficacy of the Corticon rule engines' documentation and wrote blog posts on the newly
    released features.
    Ensured that the Knowledge Base articles meet the KCS v6 standards.
    Conducted continuous Product Demos, technical sessions and feature discussions.

    Designation Technical Support Engineer L2 / Platinum Success Associate


    Organization Aurea Software Inc. 01/2013 - 03/2017
    Focused on relationship management and drove conversations with Platinum Customer accounts. Met
    regularly with key customers and discussed reports, priorities, escalations and worked through the key issues
    to ensure customer success.
    Researched, troubleshot and resolved complex problems independently.
    Led internal product training for Actional and Savvion.
    Reviewed technical documentation and procedures.
    Managed customer expectations and experience to a high degree of customer satisfaction.
    Defined and documented technical best practices.
    Provided on-call support for Critical / Production down issues.
    As part of the Software Licensing team performed customer environment analysis, classified customers into
    different tiers based on the scalability requirements and proposed quotes based on the size of the software
    implementation project. Identified potential sales and cross-selling opportunities.

    Designation Technical Support Engineer L2


    Organization Progress Software 06/2011 - 12/2012
    Provided high-quality technical support by delivering solutions to both technical and non-technical users.
    Developed customer relationships through professional, dependable and accurate interactions.
    Served as a resource to Engineering and QA teams\' to identify and reproduce customer scenarios.
    Developed a Technical Support Wiki for amateur support engineers as a one stop solution to troubleshoot
    customer issues.
    Identified and solved technical issues with a variety of case tools like Salesforce, Jira, Slack, etc
    Created a public Knowledge Base that empowered the user community.

    Designation Lead developer


    Organization Inventif Web. 01/2011 - 06/2011
    Understood the business and technical needs of the Client and converted them into tangible software end
    products/tasks for the development team to deliver.
    Meticulously defined every module right down to the lowest level of detail, to enable the smooth development
    and implementation of the project.
    Maintained well-documented procedures for managing Project Enhancements and Customer Change
    Requests.
    Coordinated the development efforts of the different teams involved to enable smooth transitions and Project
    Go-Live.
    Wrote high-quality code. Managed code versioning and quality control.

    Designation Systems Engineer


    Organization Tata Consultancy Services 10/2008 - 12/2010
    Worked on the design, development, and deployment of a web application for automating the credit
    application process using GWT 2.0 and SPRINGS / HIBERNATE framework.
    Performed UAT and gap analysis to ensure that business requirements and functional specifications are
    thoroughly tested and fulfilled.
    Led the post-implementation support operation.
    Monitored the functional operations of an (Oracle Apps) ERP system

    EDUCATION

    Bachelor of Science: Information technology


    R.D. National College of Science - Mumbai 2008
    Top 10% of the class. Scored 74% in the Final year.
    Scored 196 / 200 in the Final Year project. Developed a Biometric Fingerprint Recognition system.

    Diploma in Engineering: Information Technology


    M.H.S. Siddik Polytechnic - Mumbai 2005
    Top 5 % of the class. Scored 81.43 in the final Year.
    Emphasis on OOPS and Programming Languages.
    Two-time winner and one-time runner-up in the intercollegiate Debate contests.

    CERTIFICATIONS

    Certificate of Six Sigma proficiency (Green Belt).


    Diploma in Knowledge Centered Services v6 Practices
    Awarded with TCS GEMS Best Team Member.

    PASSIONS

    Can hold exciting conversations about cars, mobile phone technologies, and health & fitness.
    Maharashtra State Champion in Sport MMA 2015.
    Practises Muay Thai and Jiu Jitsu.

    TESTIMONIALS

    "Zoheb did an excellent job in resolving the case. He did thorough research, provided clear instructions,
    maintained regular contact and consistently followed up until the issue was resolved. Thank you." - Product
    Head, Walt Disney.
    "Zoheb has joined calls and helped install fix and answered all our questions related to LDAP." - Technical
    Lead, Lufthansa.
    "Zoheb is very responsive, he went the extra mile to help us out." - Technical Lead, Software AG.

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