Arif Alam

Capital Apartment

Flat No.***, Dwarka Sec-1A, Plot No.10, Nasirpur, New Delhi-45

Cellular +91-836*******

Email Id: adbod7@r.postjobfree.com

I am seeking a position with your company that will allow me to apply and enhance my skills. I desire to gain quality experience that will allow me to take full advantage of my degree and experience. In addition, I am eager to contribute my creativity and hard work towards the success of your company and to the growth of the fast developing field.

ACADEMIC QUALIFICATION:

ITIL 4 2019

B.A From J.P. University, Bihar 2012

Diploma in Information Technology 2007

10+ 2 from Tangla College, Assam - 2002

10th standard from Don Bosco, Assam- 2000

ADDITIONAL QUALIFICATION

Short term Industrial Training on Accounts and Admin From NIIT Institute 2006

Diploma in Hardware and Networking from F-tech Institute. 2009

Experience:

1. Worked with Convergys India Services as Sr. Technician Network Services From 1st Dec 2014 to till date

Role in Convergys

Take the ownership to oversee the day to day operations relating to Incident Management. Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA.

Ensure ticket across providers are understood, maintained and updated. Act as the escalation point for unresolved Incidents.

Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process

Responsible for communicating with the Incident Process Owner

Good Knowledge on Active Directory, MS outlook, VPN, Ticketing tool like SMS, Remedy

Point of contact for all incidents

Work on escalation for Incidents

Monitor the incidents to ensure that the Service Level Agreement are respected

Identify, initiate, schedule and conduct incident reviews

Ensure the closure of all resolved and end-user confirmed Incident records

Provide guidance to the Incident Process Coordinators

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2. Worked With Saburi TLC World Wide Services from 15 May 2012 to 29/11/2014

As Senior Technical Support officer

Nature of Work

Manage incidents, via email, chat or calls

Working with support functions and third party service providers (vendors) for the resolution of the incidents

Documentation, recording and updating incident details in ITSM

Support and Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk. Also comparing the incident to others and referring to Incident Management if appropriate

Allocation of unresolved Incidents to appropriate support groups

Monitoring & Tracking, reviewing the progress of an incident and keeping the user informed

Closure, formally closing incidents

Manage request / incident submitted by user

Initial review and evaluation of the request

Allocating to relevant IT infra support group.

3. Worked as Senior Analyst in HCL Technologies for 1.5 years.

From 16 December 2008 to 13th April 2010

Nature of Work in HCL

Create the Ticket for the Alert that has occurred and escalate the Ticket to the Server Ops.

Worked on incident management

Manage the monitoring Operations using an ITIL based ticket logging tool.

Resolve the drive issues and critical alarms.

Work on Tasks assigned.

Used tools like Neteiss, Intergity Client, USD, Remedy4 and 7,

To assist the US and UK Clients through phone as well as through Email with issue related to technical

Responsible for providing telephone support and troubleshooting to end-users using various web-based issues.

Troubleshoot a wide range of technical support issues and connectivity problems such as authentication, connection speed, connection quality, e-mail configuration, and loss of synchronization

Assisting customers with basic LAN setup and configuration by telephone.

Troubleshooting and configuring popular e-mail clients and web browsers. Setup new POP email accounts and edited existing POP mailbox configuration such as passwords, user names, etc

Manage the Service Desk Operations using an ITIL based ticket logging tool.

Ensuring that the SLA Targets are met.

Providing level 1 Technical support to all the home users via Phone, E mail and Chat.

If unable to resolve then create a ticket in Remedy 7 and assigning it to higher level

4. Worked in Convergys for 1 year as Customer Care Officer.

From 15th Oct. 2007 to 23rd Sep2008

Nature of Work in Convergys:

Resolve the issue of Clients related to Credit Card for a US based Bank Capital One Via Phone and Email.

Filing dispute and chargeback if the amount charged to customer is wrong

Working on RCA if as per merchant the charge is write

Hobbies:

Listening to Music, playing video games and Badminton

PERSONAL PROFILE:-

Name : Arif Alam

Father’s Name : Md.Sagir Alam

Mother’s Name : Ashima

Date of birth : 18th March 1983

Pan No. : ALTPAO717C

Passport No. : H8141312

Current CTC : 5.50 Lakhs PA

Sex : Male

Marital Status : Married

Languages Known : English, Hindi, Assamese and Bengali

Declaration:-

I hereby declare that the information quoted above is true and complete to the best of my knowledge and belief.

Date: - Arif Alam

Place:- New Delhi Signature

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