Hi, I’m
ABU BAKAR SHAHBAZ
Bengaluru
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 HealthcareBengaluru
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 LimitedBengaluru
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.
AccentureBengaluru
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 LimitedNoida
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
UniversityGreater 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
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