Syed Mustafa Kazmi
Senior IT Manager
Corona,CA
Summary
Senior NAM Support Manager at Smart Communications with expertise in driving revenue growth and enhancing customer satisfaction. Proven ability to implement processes that consistently improve NPS and mentor teams to deliver exceptional technical support while achieving SLA compliance. Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior NAM Support Manager
Smart Communications
Irvine, CA
01.2017 - Current
- Directed product and support provisions for world-class cloud-based SaaS solutions in CRM space.
- Advised senior management to achieve revenue targets while ensuring SLA compliance.
- Fostered cross-functional collaboration with operations, marketing, services, and sales teams.
- Strategized success of support functions based on CES, CSAT, and NPS metrics.
- Managed KPIs to maintain industry standards across business operations.
- Implemented procedures and policies to enhance NPS year over year.
- Increased revenue for maintenance and support through successful renewal completions.
- Led a team of Product Support engineers to ensure high customer satisfaction for a global base of 500.
NAM Support Engineering Manager
Smart Communications
Irvine, CA
01.2010 - 01.2017
- Led North America support engineering team, managing daily operations and strategic initiatives for enterprise SaaS customers.
- Provided technical leadership and mentorship to analysts and engineers, ensuring high-quality customer support delivery.
- Oversaw escalated support cases, achieving timely resolutions aligned with SLA commitments.
- Acted as primary contact for critical customer accounts, driving resolution of complex technical issues.
- Collaborated with Product, Engineering, QA, and Sales teams to address recurring issues and enhance product quality.
- Managed Smart Communications Community portal, including case portal, chat, and knowledge base articles.
- Developed support processes, workflows, and training documentation to enhance efficiency and consistency.
- Conducted regular meetings and performance reviews to foster engagement and operational excellence.
Application Support Analyst
Smart Communications
Irvine, CA
01.2007 - 01.2010
- Provided front-line technical support for Smart Communications' SaaS applications, ensuring timely issue resolution.
- Troubleshot application issues related to performance, configuration, and integration.
- Delivered support in accordance with defined SLAs, maintaining high customer satisfaction.
- Collaborated with Engineering, QA, and Product Management teams to resolve complex issues.
- Authored and updated knowledge base articles for internal and customer use.
- Assisted with system monitoring and incident response to ensure application stability.
- Supported UAT, deployments, and software upgrades by validating functionality.
- Logged and tracked support cases using CRM tools, ensuring clear communication throughout lifecycles.
Education
Bachelor of Science - Information Technology & Engineering
George Mason University
Fairfax, VA, USA05-2006
Skills
- Strategic leadership
- Customer success metrics
- Cross-functional collaboration
- Global support management
- Technical expertise
- Training and development
- Project management
- Communication and stakeholder engagement
- Cloud-based SaaS solutions
- Customer support management
- Technical troubleshooting
- Knowledge base development
- KPI management
- Customer relationship management
- Problem solving
- Effective communication
- Team leadership
- Strategic planning
- Mentoring and coaching
- Quality controls
- Process improvement methodologies
- Product quality enhancement
- Revenue growth strategies
- Business analysis and reporting
- Project planning
- Product development
- Idea development and brainstorming
- Problem resolution
- Contract negotiation
- Preventive Maintenance
- Goal setting
- Schedule management
- Conflict resolution
- Cross-functional team leadership
- Decisive Decision-making
- Communications support
- Performance management
- Training and mentoring
- Staff management
- Document management
- Technical support understanding
- Flexible schedule
- Customer service understanding
- Correspondence management
- Technical support expertise
Certification
• PMI-PMP Certified
• ITIL v4 Certified
• CompTIA - Security+ Certified
• SAFE - Advanced Certified Scrum
• AWS - Certified Solutions Architect - Associate (SAA)
Languages
Proficient in the following Languages: English, Hindi, Urdu, Arabic
Awards
- Employee of the Year Awards (2010, 2012, 2014, 2015, 2020, 2022)
CORE PROFICIENCIES
- CRM | Customer Effort Score | Customer Satisfaction Scores | Net Promoter Score
- Technology Roadmap Development | Support Management | IT Project Administration
- Leadership & Management | Business Development & Growth | IT Management & Design
- Team Development & Leadership | New Accounts Development | Client Acquisition & Retention
- Stakeholder Communications | Strategic Corporate Partnerships | Supplier/Vendor Negotiations
- Cross-Functional Relationships | Risk Control & Mitigation | Problem Solving & Troubleshooting
TECHNICAL PROFICIENCIES
- Systems Project Management | Agile | Resource Coordination | Atlassian JIRA | Process Improvement
- Strategic Planning | Vendor Relationship Management | Contract Negotiations | Procurement & Purchasing
- Reporting | Cross-Functional IT Leadership | Software as a Service (SaaS) | PaaS | Team Building | People Management | Salesforce | Schema, Single Sign-On, Customer Communication Management Experience
- Complex Communications | Windows | OneNote | MS SharePoint | Virtual Private Network (VPN) Technologies | Remedy / ServiceNow | HEAT | In-Focus | XML, HTML, XHTML, XSL-FO
- Amazon Web Services | Microsoft Azure | ITIL v4 | Software Development Life Cycle | Microsoft Office Suites
- Multifactor Authentication | Confluence | ServiceNow | Remedy | Zendesk
Timeline
Senior NAM Support Manager
Smart Communications
01.2017 - Current
NAM Support Engineering Manager
Smart Communications
01.2010 - 01.2017
Application Support Analyst
Smart Communications
01.2007 - 01.2010
Bachelor of Science - Information Technology & Engineering
George Mason University
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