Laiq Zaman

Laiq Zaman


Work History

Work History
Mar 2013 - Present

Front Office Executive (Incharge)

New Medical Centre
  • Improve customer service experience, create engaged customers and facilitate organic growth

  • Take ownership of customers issues and follow problems through to resolution

  • Set a clear mission and deploy strategies focused towards that mission

  • Develop service procedures, policies and standards

  • Keep accurate records and document customer service actions and discussions

  • Analyse statistics and compile accurate reports

  • Mentor and develop customer service Executives and nurture an environment where they can excel through encouragement and empowerment

  • Keep ahead of industry’s developments and apply best practices to areas of improvement

  • Control resources and utilise assets to achieve qualitative and quantitative targets

  • Maintain an orderly workflow according to priorities

  • Proven working experience as a customer service Incharge

  • Experience in providing customer service support

  • Excellent knowledge of management methods and techniques

  • Proficiency in English

  • Working knowledge of customer service software, databases and tools

  • Awareness of industry’s latest technology trends and applications

  • Ability to think strategically and to lead

  • Strong client-facing and communication skills

  • Advanced troubleshooting and multi-tasking skills

  • Customer service orientation

Dec 2007 - Feb 2013

Helpdesk Executive

Software Paradigms Infotech Pvt Ltd, Mysore

1. Responsible for assuring users are provided efficient and timely first and second level support on a 7x24 basis
2. Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
3. Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
4. Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephony functions
5. Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
6. Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels

7. Invokes problem escalation procedures to coordinate recovery
8. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
9. Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
10. Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through. Coordinates training requirements of Help Desk personnel
11. Contributes to departmental productivity and development objectives by participating in training programs. Resolves problem situations in a professional manner.
12. Provides leadership by projecting a positive attitude, and providing learning incentives
13. Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
14. Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions 16. Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
15. Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
16. Maintains competency and enhances professional growth and development through continuing education and conferences
17. Serves as the around-the-clock contact for all related support issues, providing advanced first level IT support
18. Meets with IT technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the MCS technology planning effort
19. Accountable for meeting systems infrastructure or operational Service Level Agreements established by CTO
20. Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
21. Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
22. Remains on-call during off-peak hours to respond to support service issues
23. Performs other duties and responsibilities as assigned by the Chief Technology Officer


Jun 2004 - Mar 2007

Bachelor of Commerce

St Philomena's College, Mysore

Year of passing: 2007 with second class (50%)

Jun 2002 - Mar 2004

2nd PUC

St Philomena's Pre University College, Mysore

Year of passing: 2004 with Second Class (59.33%)




Computer Knowledge

Operating system : Windows 9X/ XP/ 2000/2007.
Automation tools : MS Office 2000/2007. Tally 7.2 version

Cadet Gider Pilot

Represented Karnataka and goa directorate in flying (gliding)