Sameer Shaikh

Oversee Zendesk configuration and optimization for high-volume international environments, including workflows, triggers, automations, webhooks, and API integrations. Translate business requirements into scalable technical solutions and coordinate with IT and cross-functional teams to resolve technical challenges.

Manage and optimize the Zendesk platform by automating processes, improving interfaces, resolving issues, and supporting security and compliance. Provide Zendesk user support and training, and use data analysis to recommend continuous improvements.

Develop and execute strategic account plans to drive customer success, revenue growth, and CX transformations using Zendesk and Freshdesk. Monitor account performance, provide proactive technical support, and resolve customer technical issues.

Provide technical support for Zendesk and Freshdesk by diagnosing and troubleshooting client and user issues. Gather requirements, scope projects, and create Statements of Work (SOWs) as project owner and primary client contact throughout the CRM lifecycle.

Lead design, development, and testing of technical solutions within Zendesk and Freshdesk. Optimize workflows using business rules, triggers, and automations, supported by analytics, and translate client objectives into technical requirements.

Provide service desk support through an online helpdesk using Zendesk business rules, forms, and fields to address customer inquiries and requests. Use Zendesk Guide, Talk, Chat, and Explore to diagnose and resolve issues with an emphasis on timely ownership.

Install, configure, update, and troubleshoot Windows machines and provide remote support using ticketing tools. Manage Cyberoam firewall rules and filtering, administer Gmail domain accounts, manage virtual machines, and oversee NAS storage.

Earned a Bachelor of Technology in Electronics & Telecommunications from GF'S Godavari College of Engineering, Jalgaon.

Completed a Diploma in Computer Engineering from Trimurti Institute of Technology, Jalgaon.