Mazhar Shaikh

Process Executive

• Job Details:Provided frontline customer support for high-profile clients addressing diverse user concerns with professionalism and patience. Diagnosed and resolved user issues related to software, accounts, and technical queries, escalating complex cases where necessary. Managed content curation tasks for GenAI projects, ensuring data quality and adherence to guidelines. Documented support requests and resolutions meticulously to aid future troubleshooting and improve service processes. Communicated clearly and empathetically with customers, delivering a positive support experience even under pressure. Balanced multiple tasks and prioritized workloads to meet stringent SLAs and operational targets. Participated in knowledge-sharing sessions, contributing insights to enhance team skills and processes. Adapted quickly to new tools and processes, demonstrating flexibility in a dynamic support environment.

Electronic Engineer (Network & IT Support)

• Job Details:Managed surveillance systems and server room infrastructure, building a strong foundation in systems uptime, troubleshooting, and infrastructure reliability. Worked hands-on with network cabling, fiber optics, routers, and switches now applying that knowledge to AWS networking (VPC, subnets, security groups). Handled IP addressing and system setups, transitioning smoothly into configuring EC2 instances, storage (S3), and managing IAM roles in AWS. Diagnosed hardware and software issues in end-user systems, which sharpened my problem-solving mindset now used in cloud environments and DevOps pipelines. Supported OS installations and updates, leading to comfort working with Linux servers, shell scripting, and automation in cloud setups. Documented infrastructure layouts and configurations, a habit now extended to version-controlled documentation and IaC practices. Worked on agile methodology with practical experience using Confluence, and ServiceNow. Collaborated with teams on IT security and maintenance now focused on implementing secure cloud architectures and compliance best practices. Gradually transitioned into cloud and DevOps, building hands-on projects on AWS (EC2, S3, RDS, load balancer, CloudWatch), and learning CI/CD with Jenkins and Docker.