MANSUR SHAIK
@mansurshaik555
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Work Experience
Information Technology - Support Specialist
University of Central Missouri•  August 2023 - Present•  Warrensburg
Assisted over 300 students and faculty per semester with software troubleshooting and technical resource utilization, reducing support ticket resolution time by 20%. Developed and maintained technical documentation for IT staff onboarding, improving knowledge transfer and consistency across teams. Implemented system-wide IT infrastructure safety measures, enhancing data security and network integrity by 30%.
Programmer analyst
Cognizant•  January 2022 - July 2023•  Hyderabad
Automated contact center workflows using Genesys PureCloud, reducing customer response time by 15%. Integrated Genesys PureEngage with CRM systems, streamlining multi-channel communication and improving customer engagement by 20%. Designed real-time monitoring tools, enhancing operational visibility and reducing issue resolution time by 25%. Collaborated with cross-functional teams to optimize system integration, reducing downtime by 10%.
Education
University of Central Missouri
Master of Science-Computer Science•  August 2023 - Present•  GPA: 3.7
RVR&JC College of Engineering
Bachelor of Technology ( Electrical & Electronics )•  August 2018 - May 2022•  GPA: 3.6
