Shadab Shariff
Technical Support Team Lead | IT Service Desk Engineer | Escalation & Incident Management
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About
IT Service Desk / Technical Support Team Lead with 7+ years of experience leading teams of 20+ agents across Dell, Wipro, and Infosys BPM. Proven track record sustaining 92% SLA compliance and 90% CSAT across hardware, software, and Windows OS troubleshooting operations. Skilled in ServiceNow and Salesforce ticketing/case management, escalation management, incident management, root cause analysis (RCA), performance coaching, KPI tracking, and stakeholder reporting. CompTIA A+ certified.
Experience
Technical Support Engineer I (Team Lead) - Dell International Pvt Ltd
(2024-03)
- Lead daily operations for a technical support team of 20+ agents handling hardware and software issues, sustaining 92% SLA compliance and 90% CSAT.
- Coach agents through structured performance reviews, setting individual KPI goals and tracking progress against them.
- Brief senior stakeholders weekly, fortnightly, and monthly on SLA performance, escalation risks, and team wins.
- Onboard and train new hires on ServiceNow and Salesforce case management, shortening new-agent ramp-up time.
- Resolve escalated Windows OS, hardware, and software issues via remote troubleshooting and case management.
Senior Technician Support - Dell International Pvt Ltd
(2021-12 - 2024-03)
- Resolved hardware, software, and networking issues across multiple support channels for enterprise end users.
- Managed a high volume of concurrent cases in ServiceNow, maintaining accurate, audit-ready documentation.
- Escalated major incidents to technical teams, accelerating resolution on critical issues.
- Applied root cause analysis (RCA) to recurring technical issues, feeding findings back to the technical team to reduce repeat tickets.
Senior Technician Support - Infosys BPM Limited
(2021-01 - 2021-10)
- Diagnosed and resolved router, modem, and software connectivity/email issues for end users.
- Configured and installed network hardware while managing multiple concurrent support cases.
- Handled escalated cases, consistently meeting performance targets on timely resolution.
- Advised team members on complex technical queries and shared troubleshooting best practices.
Team Lead - Wipro Ltd (Impact Infotech)
(2019-06 - 2021-01)
- Directed daily workload allocation and monitored productivity and schedule adherence across the front line support team.
- Coached team members to consistently meet KPI targets, and audited coordinators with team for quality compliance.
- Resolved customer escalations per company policy, protecting service quality during high-volume periods.
- Trained new team members on process and case handling, resolving on-boarding queries.
Service Desk Executive - Wipro Ltd (Impact Infotech)
(2018-05 - 2019-06)
- Delivered phone-based technical support for customer systems, consistently meeting SLA targets.
- Assessed hardware issues and facilitated repairs and replacements, maintaining accurate case documentation.
- Logged and tracked customer interactions accurately, ensuring smooth handoffs and consistent case history for follow-up.
Sales Executive - G.R Bathija
(2017-06 - 2018-04)
- Developed and executed sales strategies to consistently achieve monthly targets.
- Built and maintained customer relationships to drive repeat business.
Education
Bachelor of Commerce - B.Com - University of Mysore (2016)
Pre-University - Adhyayan Pre-University College, Mysore (2011 - 2013)
