Shahzad Merchant
About Shahzad Merchant
Shahzad Merchant serves as the Director of Tier II & III Support in Customer Care at Sorenson Communications, where he has worked in various technical support roles since 2004. He has a strong background in managing support teams and implementing efficient procedures to enhance operational effectiveness.
Current Role at Sorenson Communications
Shahzad Merchant currently serves as the Director of Tier II & III Support in Customer Care at Sorenson Communications. He has held this position since 2022 and is based in Somerville, Massachusetts. In this role, he oversees the technical support operations, ensuring effective service delivery to customers.
Previous Experience at Sorenson Communications
Shahzad Merchant has extensive experience at Sorenson Communications, having worked in various capacities since 2004. His roles included Technical Support Engineer, Certified Trainer, Technical Support Supervisor, and Senior Manager Technical Support. He contributed to the company for a total of over 12 years, with his last position before his current role being Senior Manager Technical Support from 2016 to 2020.
Education and Training Background
Shahzad Merchant studied Information Technology at the Rochester Institute of Technology from 1999 to 2004. He also attended California State University-Northridge from 1995 to 1999. His educational background provided a foundation for his career in technical support and management.
Project Management and Technical Skills
Shahzad Merchant possesses project management experience, particularly with CRM software. He has demonstrated skills in multitasking and prioritizing tasks in fast-paced environments. His ability to develop effective technical support policies has been recognized in his previous roles.
Early Career and Other Roles
Before joining Sorenson Communications, Shahzad Merchant worked at the Rochester Institute of Technology - NTID Learning Consortium as a Supervisor Assistant from 2002 to 2004. He also held positions as an IT Instructor & Helpdesk Technician at FEGS and as a Project Manager at TCS Associates in 2015.