Syed Yaseen Ahmed

adi1r4@r.postjobfree.com / Mobile: +1-343-***-****

CAREER SUMMARY:

Computer Science graduate and a competent professional with 14+ years of rich and diversified experience in Service Management Support, IT Infrastructure, Helpdesk, System Administration and Technical Support with an established record of consistent high performance.

CORE COMPETENCIES:

Microsoft Exchange 2010, 2013 and 2016 on Windows Server Systems.

Microsoft PowerPoint, Excel, SharePoint, OneNote, Project.

Service Management (Incident, Problem, Change, Release, Vendor and Server Level Management)

Ticketing Tools: BMC Remedy, Siebel, Matrix, Citrix Maestro, Service Now, HP SM, IcM, CMMS.

EMPLOYMENT HISTORY:

1.Wipro LTD India, Pune, 10th Dec 2018 to Current

Role: Project Manager, Problem Manager, Major Incident Manager, Change Management.

Discussed with clients and ensure that the client’s expectations with respect to Problem Management are understood and documented.

Perform proactive Problem Management analysis to address reoccurring incidents and alerts.

Come out with root cause analysis to reduce incidents.

Conduct regular calls with Tower teams to track the problem management metrics (CAPA, Qualifications, Submissions, RCA Quality and ticket reduction) – Weekly and Monthly.

Ensure that the pending RCA qualifications tracker is been published daily, tracked on daily basis and communicated the RCAs metrics to al the team daily.

Ensure weekly and monthly PM KPI reporting are submitted on time.

Review all change and run CAB meetings.

2.People Tech Group LTD India, Hyderabad, 21st May 2018 to 30th Nov 2018

Role: Major Incident Manager. IT Service Manager, Project Manager.

Inventory collections.

To update asset inventory information (missing/unmatched) in MSAsset.

To avoid using real time asset information for product assets. Team is using this file for pathing, maintenance activities, and to identify the functionality if each server.

MCIO asset management exists in the DC critical environment’s property dimensions.

To identify, control and maintain the assets throughout its lifespan.

To identify, control, record, report, audit servers and other configurations items (CI).

To work with change management to maintain integrity of CIs.

To follow Configuration Management System (CMS) to maintain integrity of Cis.

To maintain records of configuration information related to historical and current state of services and other Cis.

3.Avaya India Pvt LTD India, Hyderabad, July 4th 2008 to Jan 22nd 2018

Role: Service Management, SME, Shift Lead

Develop a plan for transforming Service Management Support over Avaya India and other associated plans for the project, working with relevant staff in the council and beyond as appropriate.

Manage delivery of the project and work with the head of Service for LD and others as appropriate to ensure sufficient resources for the project.

I worked as primary service performance and issue escalation manager for Avaya.

SPOC for customer and Service Delivery Manager for Service Management related issues.

4.GENPACT LTD India, Hyderabad, July 10th 2006 to July 10th 2008

Worked as a technical support for GE users for their issues related to MS exchange and business applications, use to guide them over the phone to take control and rectify the outlook and other issues,

EDUCATON AND CERTIFICATIONS:

Bachelor of Computer Applications from Osmania University. Passed out in 2003.

Intermediate form Shadan Intermediate Collage for Civics, Economics and Commers.

SSC Secondary School Certificate.

ITIL Foundation Certificate in IT Service Management (Certificate Number: GR750358253YA)

PRINCE2 Foundation Certificate in Project Management (Certificate Number:GR633063220YA)

SKILLS AND PROFICIANCIES:

Excellent communications skills with flair for interacting with people.

Multilingual with proficiency in English language and can converse fluently in Urdu and Hindi.

Rich experience in handling and coordinating with external and internal customers, to achieve ‘Customer Delight’, targeting the goal of the service being provided, bringing profit to an undertaking.

Able to handle responsibility even in times of emergency with ease confidence.

A great team player, leading team towards performance targets by managing the guiding them towards better performances.

Systematic and organized with goal skills and persuasive negotiations skills to enhance performances and a track record of high achievements.

Highly driven, able to multi task under pressure.

Apply ITIL best practices in complex customer environments.

Able to work on different software developments methodologies (Agile, Waterfalls, ets)

Have experience in IT Service Management and Cloud Computing Domains.

Excellent communications skills oral and written, able to influence within Avaya and with customer projects teams, Listens and communicate effectively.

INTERESTS or HOBBIES:

Reading books, visiting new places, long drives and exploring new places and have visited most parts in India.

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