Objective:

To obtain a challenging position in an esteemed organization that can utilize my enthusiasm, knowledge and experience and build a strong career.

Functional Summary:

Huge working experience with ITIL Incident management

Profound Knowledge of incident response management

Proficient with ITIL processes and practices

Ability to make strategic and tactical decisions

Ability to multi-task in a fast-paced environment

Ability to understand and communicate high level technical concepts

Result oriented with over 8 years of operations experience in IT Industry

Demonstrated ability to balance analytic and creative skills.

Establish genuine rapport with prospects and clients.

Utilize comprehensive product knowledge, familiarity with diverse cultures and personalities.

Dedicated and hardworking individual with the intercommunication skills to work at all levels of the organization.

Subject Matter Expertise and Consulting Services Development and Delivery:

Developed and delivered management value added consulting and strategic technology infrastructure solutions for distributed and large scale data center heterogeneous environments:

IT Service Management (ITSM) based on ITIL best practices

ITIL Service Support areas of Incident Management and Service Desk.

ITIL Service Delivery areas of Service Level, Availability, Capacity, Financial, and IT Service Continuity Management

Business Based Macro Level Capacity Planning.

Business Impact Assessment and Business Resumption/Disaster Recovery

Enterprise Infrastructure Architecture and Distributed Systems Management, Application Design Reviews, Storage and Data Modeling and Migration, Data Center Consolidation, Operations Review and Managed Care Services

The above services included the business strategies and deployment plans, marketing, sales, delivery and developing the appropriate delivery guides, collateral, and training where needed.

Capgemini Consulting Company:

IT Service Desk-

Managed incident resolution from initial occurrence to successful outcome

Negotiated with other managers to establish priorities.

Influenced product and project delivery through the incident management process.

Worked proactively in identification of top recurring incidents.

Assisted with development of incident process documentation & incident reports.

Communicated with all levels of management.

Perform the basic daily checks assigned by the client.

Maintain User Satisfaction. Coordinate with the end-user for the testing of applications and services with the internal group.

Defines support and escalation processes for new applications, services and customers.

Defines out of scope support processes and escalate to the appropriate management contacts.

Documentation of Service Desk Manual with updating on a regular basis. Document and update all project material, including but not limited to, key milestones, timeliness, action items, in the process improvement database.

Ensure all necessary support information is made available through Knowledge Management to Help Desk Services Operations personnel. Works with developers in fixing bugs reported on the portals maintained by Capgemini India team for our client.

Handling meetings with the clients regarding the issues reported on the GM Portals.

Preparing reports on daily, weekly and monthly basis for analyzing the Bug fix status on the Portals.

Ensures that standards for product setup from a customer, agency and permissions standpoint are followed.

* Responsible for the creation and testing of clients, users, security groups and permissions.

* Ensures proper customer tracking is in place for customers on T-Res, including the implemented functions.

* Responsible for application analysis and problem resolution beyond the standard troubleshooting, provided by first level support teams.

* Provides ongoing support for account implementation and/or migration initiatives.

* Coordinates the uploading and maintenance of external files in support reporting initiatives.

Real Time & continuous follow-up with global support teams for Critical incident resolution

Manage and coordinate activities during overall ticket life cycle

Ensure that the Incident record is fully updated prior to Problem Management handover

Responsible for sending all Incident notifications as per agreed process

Chair bridge calls for effective coordination, incident resolution, service restoration

Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution

Follow the global Service Restoration Management Process

Uses professional expertise to integrate work and make operating decisions on escalated issues

Accountable for objectives where goals and operational processes are defined.

Experience:

From

To

Designation

Organization

Dec 2015

Feb 2016

Technical Services Specialist

IBM

Nov 2014

Nov 2015

Senior Analyst

Microland

July 2006

Feb 2014

Consultant

Capgemini Consulting Co.

Aug 2005

Dec 2005

Customer Service Associate

IBM

Achievements at Capgemini Consulting Company:

1.I have been awarded the Diploma in Software Engineering by French University

2.Employee of the year award for my contribution for successful implementation of the project.

Skills :

Microsoft Office, Excel, BMC Remedy, Siebel Application Management, SFDC.

Qualification:

2004 – Bachelor of Arts – Bangalore University, India.

Diploma in Software Engineering from Capgemini.

Diploma in Web Engineering.

Personal Interests :

Playing Cricket, Travelling, Music and Internet.

Personal Details :

Date of Birth : 17th July 1975

Nationality : Indian

Languages : English, Hindi

Marital status : Married

Passport No: : H1924471.

SYED AKMAL

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