Sameerdeen Ahamed
Client Relationship Manager at Edge Technology Group- Claim this Profile
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Bio
Credentials
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B2B Sales Foundations
LinkedInAug, 2023- Nov, 2024 -
ITIL® 4 Foundation Certificate in IT Service Management
AXELOS Global Best PracticeAug, 2023- Nov, 2024 -
Service Innovation
LinkedInAug, 2023- Nov, 2024 -
Putting ITIL® into Practice: Problem Management Techniques
LinkedInJun, 2020- Nov, 2024 -
IT Service Desk: Service Management
LinkedInApr, 2020- Nov, 2024 -
Transitioning from Technical Professional to Manager
LinkedInApr, 2020- Nov, 2024
Experience
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Edge Technology Group, a THRIVE Company
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United States
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Information Technology & Services
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1 - 100 Employee
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Client Relationship Manager
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Sep 2021 - Present
Oversaw client IT infrastructure, implemented cutting-edge technologies, ensured data security, and drove digital transformation.• Managed client’s IT migrations and integration projects, ensuring timely and successful delivery.• Worked with stakeholders to identify key performance indicators and regularly reviewed performance against set KPIs.• Developed relationships with third-party IT suppliers and monitor performance against SLAs.• Managed cloud services and reduced costs by 30% while improving service availability.• Managed disaster recovery and business continuity plans, ensuring business continuity.• Achieved project goals by managing scope, risk, issues, dependency, decisions, and action items.• Collaborated with the client and team to facilitate key activities, such as building milestones, patching, upgrades, DR test, and other key project tasks and milestones, resulting in a 100% project completion rate.• Conducted post-project evaluation to identify features and find ways to improve on them.• Provided technical support and incident management as needed. Show less
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Team Lead - Client Remote Service
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Oct 2019 - Aug 2021
Directed and supervised a team of ten and established good relationships with team members to promote productivity, accuracy, and commitment to service.• Used the ConnectWise ticketing system to handle incidents, problems, and client requests.• Monitor SLA metrics according to customer’s agreement and internal regulation.• Managed schedules, accepted time off requests, and found coverage for short shifts.• Evaluated employee skills and knowledge, training and mentoring individuals with lagging skills• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.• Worked with team to identify areas of improvement and devised solutions based on findings• Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement.• Attended weekly meetings with global teams to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies.• Coordinate with overseas IT teams for projects and system implementations. Show less
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Support Engineer, Client Remote Service
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Mar 2018 - Oct 2019
Responsible for providing technical support to clients in multiple time zones and regions. Collaborated with cross-functional teams to diagnose and resolve complex technical issues.• Assisted the Help Desk support team daily to manage and resolve technical issues within established SLA guidelines.• Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.• Developed technical knowledge and familiarity with IT concepts, including Active Directory, Exchange server, and Citrix.• Offered assistance in implementing and developing training programs.• Installed and configured operating systems and applications.• Manage all change requests, windows patches, and scheduled maintenance on the servers/workstations via the RMM tool. Show less
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DUAL LAYER IT
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Hong Kong
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Computer and Network Security
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1 - 100 Employee
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System Engineer
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Apr 2015 - Mar 2018
I was assigned to Asia’s leading Hedge Fund to provide daily IT front-line support to internal & overseas users. • Provided technical support to employees, including troubleshooting hardware and software issues and deploying new technologies. • Assisted with maintaining and managing the company’s IT infrastructure, including servers, networks, and databases. • Contributed to the smooth and efficient operation of the company’s IT systems. I was assigned to Asia’s leading Hedge Fund to provide daily IT front-line support to internal & overseas users. • Provided technical support to employees, including troubleshooting hardware and software issues and deploying new technologies. • Assisted with maintaining and managing the company’s IT infrastructure, including servers, networks, and databases. • Contributed to the smooth and efficient operation of the company’s IT systems.
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Hexcode Technologies.Inc
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IT Services and IT Consulting
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1 - 100 Employee
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IT Consultant
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Jun 2014 - Mar 2015
Provided professional services and support to the client Cigna Worldwide Life Insurance company’s wintel tickets and issues. • Developed and maintained courteous and effective working relationships. • Used the ServiceNow ticketing system to manage and process support actions and requests. • Strengthened communication skills through regular interactions with others. • Resolved problems, improved operations, and provided exceptional service. Provided professional services and support to the client Cigna Worldwide Life Insurance company’s wintel tickets and issues. • Developed and maintained courteous and effective working relationships. • Used the ServiceNow ticketing system to manage and process support actions and requests. • Strengthened communication skills through regular interactions with others. • Resolved problems, improved operations, and provided exceptional service.
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Javy's International Ltd.
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Hong Kong
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I.T Support Engineer
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Dec 2011 - May 2014
• Provided IT support to end-users, hardware/software installations, and configurations. • Assisted with updating technical support best practices and documented support interactions for future reference. • IT Asset Management for retail stores and head offices. • Provided IT support to end-users, hardware/software installations, and configurations. • Assisted with updating technical support best practices and documented support interactions for future reference. • IT Asset Management for retail stores and head offices.
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HexCode Technologies HK Limited
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Hong Kong
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I.T Engineer (Project)
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Jul 2011 - Oct 2011
• Provided IT support to end-users, hardware/software installations, and configurations. • Assisted with updating technical support best practices and documented support interactions for future reference. • IT Asset Management for retail stores and head offices. • Provided IT support to end-users, hardware/software installations, and configurations. • Assisted with updating technical support best practices and documented support interactions for future reference. • IT Asset Management for retail stores and head offices.
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GDC Technology Limited
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Hong Kong
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Appliances, Electrical, and Electronics Manufacturing
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1 - 100 Employee
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Production Engineer
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Mar 2010 - Apr 2011
• Responsibility to assemble digital cinema servers and troubleshoot problems. • Audio, Video & device quality testing. • Responsibility to assemble digital cinema servers and troubleshoot problems. • Audio, Video & device quality testing.
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Education
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2006 - 2009
Chamber of Commerce Manali Ramakrishna
Information Technology
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