Summary
Overview
Work History
Education
Skills
Accomplishments
Certification and Courses
Timeline
Hi, I’m

ABU BAKAR SHAHBAZ

Bengaluru
ABU BAKAR SHAHBAZ

Summary

Dynamic Solutions Consultant with expertise in ITIL, SQL, and healthcare IT. Proven success optimizing service delivery, improving incident resolution, and driving cross-functional process enhancements in enterprise environments.

Overview

5
years of professional experience

Work History

Oracle Healthcare
Bengaluru

Solutions Consultant
04.2023 - Current

Job overview

  • Utilized BMC Remedy IT Service Management tool to manage IT incidents, service requests, and changes.
  • Ensured swift resolution of incidents to minimize business disruptions through effective incident management processes.
  • Conducted root cause analysis for significant incidents and executed corrective action plans.
  • Facilitated smooth transitions from testing to production during Go-Live Support phases.
  • Coordinated change management activities, including impact assessments and approval processes.
  • Classified changes as Standard, Normal, or Emergency to streamline workflows.
  • Implemented ITIL best practices to enhance IT service delivery and drive process improvements.
  • Leveraged SQL for database interaction, executing queries and generating comprehensive reports.
  • Implemented ITIL methodologies to improve incident resolution and maintain service quality standards.
  • Managed ITIL change processes to ensure seamless integration and minimize disruptions.
  • Implemented ITSM framework to enhance service management processes.
  • Ensure the post-implementation review (PIR) is conducted for high-impact changes.
  • Configure modules, workflows, alerts, and validations.
  • Test configurations and fix build-related issues.
  • Executed software builds to enhance application functionality and performance.

Novozymes South Asia Private Limited
Bengaluru

Application Analyst
03.2022 - 03.2023

Job overview

  • Company Overview: Novozymes provides biological solutions for various industries.
  • Investigated and resolved incidents reported by end users using the ITIL framework.
  • Managed the complete application lifecycle, including development, testing, and maintenance.
  • Executed User Acceptance Testing (UAT) to validate application functionality.
  • Conducted manual testing for application stability and performance.
  • Applied software patches, and implemented version upgrades.
  • Coordinated change management activities with stakeholders.
  • Collaborated with cross-functional teams to align technical solutions with business objectives.

Accenture
Bengaluru

Associate
03.2020 - 03.2022

Job overview

  • Conducted evaluations of telecommunication systems for Verizon to enhance operational performance.
  • Delivered technical support, resolving customer queries and minimizing service disruptions.
  • Managed over 30 ServiceNow tickets monthly to ensure timely issue resolution.
  • Led incident management process, achieving efficient resolution of critical incidents.
  • Implemented ITIL-based service management practices to improve service delivery efficiency.
  • Developed and maintained SLAs and OLAs with stakeholders to define service expectations.
  • Provided technical support to enhance user experience and resolve system issues efficiently.

Dataflow Private Limited
Noida

Manual Qa Tester
07.2019 - 12.2019

Job overview

  • Company Overview: Dataflow specializes in providing verification and background check services
  • Conducted manual testing to validate product functionality
  • Performed comprehensive regression testing to verify bug fixes
  • Logged, tracked, and managed defects using ITSM tools with JIRA
  • Write test cases, test scenarios, and test data.
  • Engaged in Agile/Scrum meetings, contributing insights and process improvement.
  • Collaborate with developers and business analysts.
  • Re-test fixed defects (retesting) and check for side effects (regression testing).
  • Log results and identify discrepancies or bugs.
  • Review and analyze software requirement documents.
  • Dataflow specializes in providing verification and background check services

Education

University
Greater Noida, UP

from Electrical and Electronics communications

Skills

  • Agile methodologies
  • Application lifecycle management
  • BMC Remedy and ServiceNow
  • Software patching
  • Source code management
  • Enterprise resource planning
  • ITIL framework
  • IT service management
  • JIRA
  • Change management
  • Root cause analysis
  • Manual and QA testing
  • Build automation
  • SAP solutions
  • Scrum practices
  • Software development lifecycle
  • SQL database management
  • Go-live support
  • User acceptance testing
  • VOIP technologies
  • Oracle Cloud services
  • Customer relationship management (CRM)
  • Cross-functional collaboration

Accomplishments

  • Got maximum surveys in a month on resolving client's request based on the issues.
  • Increased billable productivity by 10% at Oracle Healthcare through technical contributions.
  • Successfully managed major incident resolutions reducing downtime for clients at Accenture.
  • Improved billable productivity by 10% at Oracle Healthcare.
  • Managed over 30 ServiceNow tickets monthly resulting in faster resolution times.

Certification and Courses

  • ITIL V4 Foundation
  • Oracle Cloud Infrastructure
  • Agile methodology and Scrum Master

Timeline

Solutions Consultant

Oracle Healthcare
04.2023 - Current

Application Analyst

Novozymes South Asia Private Limited
03.2022 - 03.2023

Associate

Accenture
03.2020 - 03.2022

Manual Qa Tester

Dataflow Private Limited
07.2019 - 12.2019

University

from Electrical and Electronics communications
ABU BAKAR SHAHBAZ