Customer Service Engineer

Curriculum Vitae

Safiqur Raheman

IT Service Professional (Technical & Operations Lead in EUS)

Total Work Experience - 10 years

Mobile: +91-965******* / 844-***-**** Email: *******.**********@*****.***

Career Objective:

To gain the position of a leader and utilize my experience and leadership

skills towards providing best customer service and achieve the goals of the

organization

Professional strengths:

. Have worked as a Technical & Operations Lead

. Excellent communicator with good leadership skills

. Performance driven, proactive self starter, ownership of work,

analytical thinker, interpersonal communication and presenter of new

ideas to make work more mechanized

. Excellent and demonstrated knowledge of processes and procedures,

specifically Incident, Problem, Change and Service Level Management,

Possess exceptional management, organizational and administrative

skills

. Strong analytical skills balanced with effective communication and

excellent customer service skills

. Ability to work effectively and efficiently in a Corporate & Circle

office team environment

. In-depth knowledge of desktop and server operating systems, including

Windows Server 2003/2008, XP, Vista, Windows 7 and Various

applications including all Microsoft basic software's.

. Extensive knowledge of IT infrastructure like databases, LAN, WAN,

Operating systems and hardware's.

. Working experience in Level 3 support of Desktops, Laptops, Servers,

handheld & Blackberry Devices.

Professional Experience:

Technical & Operations Lead - (Uninor Telecom- Corporate Office), Gurgaon

28th Sep 2011 to continue

On behalf of Wipro InfoTech (Out Sourced)

. Handling all escalation calls for PAN India end users

. Handling other essential tasks under the instructions of the

supervisor

. Responsible for preparing customer list and feedback and update the

same to the supervisor

. Responsible for the delivery of Service Desk function, policies, and

procedures are followed by Service Desk staff

. Responsible for the overall ownership, monitoring, tracking and

quality assurance for all Incidents and SRs

. Handling and sending escalations to vendors in case of delayed in

services

. Responsible for maintenance of SLA & deliverables deadlines for the

team, attending the weekly meeting with business SPOC and taking

signoff for all resolved incidents.

. Periodic review of process for the new initiatives and process

improvements, taking care of additional activity as per business

requirement

. Providing additional technical support to circle & Central Engineer's

in Applications and Hardware's such as VPN, Ms outlook, OS, AV, CRM,

DMS, TERA DATA, ERP, Hand held devices, Blackberry, Laptop, Desktop,

Network Printer & Scanners,

. Responsible for all SLA breached incidents & giving the proper

justification to business SPOC, Monitoring the entire team and

providing the proper guide line

Team Leader - Customer support engineer at Mahindra & Mahindra LTD,

Bhubaneswar

26th Dec 2007 to 19th March 2011- On behalf of Wipro InfoTech (Out Sourced)

. Responsible for improving the team and facilitating the communication

among the team members

. Perform the tasks of monitoring, organizing, and coaching team on a

daily basis

. Coordinating with network engineers, architecture, and delivery teams

to ensure that the network infrastructure remains current and performs

up to the expected standard

. Scheduled weekly meeting with my team and IT head.

. Maintaining all Infra Assets in database

. Providing remote support of Server, Laptop & Desktop through RDP, Team

viewer & VNC utility.

. Configuring E-mail clients in blackberry using BES account.

. Configuring & troubleshooting the first level of applications such as

CRM, DMS, and ERP.

. Installing, configuring & troubleshooting the Hand held Device of

Motorola product

Desktop Hardware & Network Support Engineer - Pathways Computer, New Delhi

10th Jan 2002 to 30 June 2006

Professional Qualification:

. Completed Diploma in Hardware & Networking in 2003 from S-COM

Institute of technology, New Delhi

Academic Qualification:

. Completed ISC in 1998.

. Completed 10th in 1996.

Personal Information:

. Date of Birth 13th February 1980

. Nationality Indian

. Father's Name Md Siddique

. Marital Status Married

. Address Fakirabad Post/Dist - Kendra

Para-754211, Odisha

Declaration:

I hereby declare that, all the information provided above is true the best

of my knowledge and belief. If in any case it is proved to be wrong, I will

be responsible for all the consequences.

New Delhi

(Safiqur Raheman)

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