AZArshad Zuhaib
@arshadzuhaib
Senior Connectivity Specialist driving SMS/VoIP reliability and service delivery improvements.
IndiaWhat I'm looking for
I am a results-driven Senior Connectivity Specialist with over 10 years' experience in technical and product support across CPaaS, UCaaS, SaaS and OPaaS environments. I specialize in SMS, VoIP, SIP, REST APIs, networking and cloud technologies, and have a strong track record in incident management, compliance and service delivery.
In my current role I act as a subject-matter expert in SMS/MMS deliverability, spam detection and compliance, leading initiatives that cut message failure rates by 30% and improved workflow efficiency through platform migrations. I created troubleshooting playbooks and processes that reduced resolution time by 40% while increasing team productivity.
I seek to bring technical leadership, cross-functional collaboration and a customer-centric mindset to innovative teams, leveraging hands-on experience with APIs, network protocols, monitoring tools and cloud platforms to optimize reliability and customer experience.
Experience
Work history, roles, and key accomplishments
Senior Connectivity Specialist
BIRD
Nov 2020 - Present (5 years)
Act as SME for SMS/MMS deliverability, spam detection, and compliance, reducing message failure rates by 30% and improving workflow efficiency through a Zendesk-to-Inbox CRM migration. Developed troubleshooting playbooks that improved resolution time by 40%.
Connectivity Specialist
BIRD
Nov 2020 - Jul 2022 (1 year 8 months)
Provided SMS and Voice support maintaining 95% SLA compliance and optimized delivery rates by 25%, reducing failed transactions by 30% through performance analysis and cross-functional remediation. Shortened resolution time by 25%.
Associate
Symphony Talent
Jul 2020 - Dec 2021 (1 year 5 months)
Led a support team that reduced resolution time by 35% and improved CSAT by 30% via AI-driven ticket deflection and mentoring; improved onboarding and escalation processes to boost team efficiency.
Product Support Specialist
Exotel
Oct 2019 - Jul 2020 (9 months)
Managed enterprise clients (Swiggy, Zomato, Uber, HDFC) with 97% SLA compliance, implemented a data service reporting tool that cut customer queries by 40% and reduced support workload through improved reporting.
Service Support Representative
Unisys
Sep 2015 - Oct 2019 (4 years 1 month)
Designed infrastructure improvements that reduced incident resolution time by 30% and improved hardware issue resolution efficiency by 28%; recognized as Employee of the Year for exceeding performance metrics.
Service Support Representative
Unisys
Sep 2014 - Sep 2015 (1 year)
Diagnosed and resolved hardware, software, and network issues achieving 95% SLA compliance and improved Call Tracking System documentation to reduce repeat incidents by 25%.
Education
Degrees, certifications, and relevant coursework
VUVisvesvaraya Technological University
Bachelor in Electronics and Communication Engineering, Electronics and Communication Engineering
Bachelor in Electronics and Communication Engineering from Visvesvaraya Technological University.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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