Service Desk
Resume:
NABI HASAN (Partially Deaf)
Curriculum Vitae Mob# 988******* (SMS or WhatsApp)
Email ************@*****.***
Permanent Address: B 235/2,
Street No. Old – 22, New 19, Madan PurKhadar, EXT.
South Delhi, New Delhi-110076
Objective
A desire to have a rewarding & challenging job that shall satisfy my creative urge & help me to grow as well as explore my skills
PROFILE
Strong interpersonal skills with capability of doing job with excellence and in time
Profile Summary
* 4.4 years of experience in ITO Industry i.e in ITO Service Desk Engineer.
* Good team player with ability to work independently in a time sensitive environment.
* Basic Computer Knowledge Skills
Profile:- Responsibilities
• Respond to customer queries within defined SLA’s
• Logging,managing incidents and service requests
• Update user about request status,close request with solution
Work experience (4 years 4 months)
Company name: MphasiS Limited, Pune, Maharashtra, India
Duration: August 2010 – to present (4 years 4 months)
Designation: Technical Support Engineer - Service Desk
Processes: Kraft Foods/ Mondelēz International/Hindustan Computers limited (HCL)/ Swivel
1st Process in MphasiS: - KRAFT/Mondelēz International -(Service Requests Management)
Duration - August 2010 to October 2013(3 years 2 months)
Roles and responsibilities
1. Createservice request tickets in Citrix (Digital Workflow) tool
2. Createservice request tickets in HP Service Manager 9 tool
3. Createservice request tickets forEurope Middle East Asia (EMEA)(HCL queue)
4. Follow up the issues via email till closure of the ticket.
5. Experience of interaction with US and Canada clients through e-mail/MS Lync.
6. Excellent team player; Handled customer support situations
2nd Process in MphasiS: -HCL Swivel - (Incident Management)
Duration - November 2013 – Present (1.2 years)
Roles and responsibilities
1. Creating Incident tickets in BMC Remedy IT Service Management Tool
2. Updating Incident comments in Remedy to HPSM and HPSM to Remedy
3. Excellent team player; Handled customer support situations
Technical skills
Operating System: Windows client operating system
Applications: Microsoft Office
Tickets Tools : HPService Manager EMEA2 SM9, BMC Remedy IT Service Management, Digital Workflow Service
Centre
Active Directory, ITO - Enterprise Knowledge Management System (EKMS),
Qualifications
1. First year of Bachelor of Arts, From Jamia Millia Islamia Delhi University, 2009
2. HSC from Govt. Boys Senior Secondary School, CBSE Board, Delhi in 2008
3. MS – Office (2003) from NIIT, Noida in 2010
4. Typing Master from Noida Deaf Society in 2010
Personal information
Mobile phone: +91-988******* (for SMS or WhatsApp)
Email address: ************@*****.***
Permt.Address: B 235/2, Street No. Old – 22, New 19, Madan PurKhadar, EXT. New Delhi-110076
CurrntAddress: Survey no. 5; House no 4/186, Near Gram Panchayat office, Keshav Nagar, Pune, MH-411036
Date of Birth: 17-11-1988
Physically challenged: Partially Deaf (hearing problem) I am Hearing Impaired (Partially Deaf). I can communicate
with people by lip-reading and reply normally.
Marital Status: Married
Gender: Male
Kindly NOTE:
Mode of communication for training with Deaf and Partially Deaf
1. Trainer can train us to work using the following modes:
a. Training Documents
b. We can lip-read to some extent.
c. Translate with factual and emotional accuracy the content of all communication into sign language
d. Use media to illustrate principles. Even a simple diagram on the board helps.
e. Technical and complex terms must be spelled out/written down.
f. Visual aids are a tremendous help.
g. Slowing the pace of communication often helps to facilitate comprehension.
h. Kindly If any further communication, kindly use Email/SMS/WhatsApp
Reference Contact: Trainer (Mphasis): Vrundali Salvi (SME)
Mob # +91-787*******
Email id ******.******@*****.***
Declaration:
I hereby declare that the information furnished above is true to the best of my knowledge
Date: Nabi Hasan
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