Abubakar Siddiq Khan
Mysore
Summary
With over 9 years of extensive experience in the IT industry, I have honed my skills in technical solutioning, hardware and software support, team management, CSL and KPI management of service delivery, as well as transition of IT services and project management. Throughout my career, I have been a key member and single point of contact for multiple divestment, automation, and delivery excellence projects, all of which have achieved a 100% success rate. My dedication and expertise have earned numerous accolades and recognitions. As a diligent individual, I consistently achieve results by optimizing resource utilization. Always seeking opportunities to enhance proficiency levels and support team members in their professional growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Consultant
Tata Consultancy Services
06.2019 - Current
- Interim Service Delivery Lead -3 months (2024)
- Key Responsibilities:
- Oversee end-to-end service delivery
- Lead and manage cross-functional teams
- Build and maintain client relationships
- Track service performance and implement improvements
- Continuously improve service delivery processes
- Identify and mitigate risks
- Manage budgets and resources effectively Handle service escalations
- Provide performance reports to senior management
- Ensure compliance with standards and regulations
- Team Lead -2021 -2024
- Key Responsibilities:
- Manage a team of20 technical analysts who provided IT access services to client users, which were measured by the critical service level (CSL)
- Assist with the deployment of hardware and software to clients (including the installation, configuration and testing of basic firm hardware)
- Generate reports based on case ageing/escalations/client satisfaction, Initiate multiple internal projects to bring the client complaints to null
- Engage and take necessary measures on business continuity plans during public strikes
- Set up a team in full bloom to ensure smooth transition and business continuity
- Metrics Improvement: drive compliance metrics like CSAT, AHT, Case logging metrics
- Managing staff roster and ensure timely login
- Managing planned and unplanned attrition
- On-boarding of services/projects for support
- Consultant for critical IT Solutions for service delivery
- Organize weekly/monthly team meetings to discuss the performances of team analysts
- Discussion of SLA/ageing/escalation reports with the clients
- Perform Root Cause Analyses (RCAs) on critical escalations and downtimes
- Perform quality analysis as per company standards for the analysts
- Key Achievements:
- Cross-Team Collaboration: Successfully acquired cross-functional skills by working closely with other teams, enhancing knowledge sharing and collaboration
- Automation Initiatives (Phase1): Designed and implemented automations using Ignio, creating8 catalogs in the first phase, significantly reducing manual efforts and increasing efficiency
- Automation Expansion (Phase2): Extended automation efforts in the second phase by developing9 additional catalogs, further streamlining processes
- Client Value Creation: Delivered substantial time savings for clients through automation, contributing to improved productivity and operational cost reductions
- Subject Matter Expert (SME) -2019 –2021
- Provide expert consultation and specialized knowledge
- Develop and deliver training and mentorship
- Analyze and improve processes for efficiency
- Create and maintain documentation and SOPs
- Ensure quality assurance and validate deliverables
- Collaborate on projects to meet domain-specific requirements
- Communicate effectively with stakeholders
- Stay updated on industry trends and advancements
Desktop Support Engineer
Six Sigma Soft Solutions Pvt. Ltd
07.2018 - 06.2019
- Hardware diagnostics and repair (PCs, laptops, printers)
- Operating system support (Windows, macOS, Linux)
- Software installation and troubleshooting
- Active Directory and user account management
- Ticketing system (ServiceNow)
Help Desk Coordinator
Skypro Technologies
09.2017 - 07.2018
- Technical Skills:
- Equipment installation and configuration
- Network troubleshooting and cabling
- Knowledge of field tools (e.g., multimeters, oscilloscopes)
- Operating systems and hardware diagnostics
- Soft Skills:
- On-site client communication
- Time management in field environments
- Adaptability to various field conditions
Help Desk Coordinator
Apex Services
09.2015 - 09.2017
- Acted as the central point of contact between field engineers and technical teams
- Provided real-time troubleshooting assistance to field engineers for hardware, software, and network issues
- Coordinated resolutions by escalating complex issues to higher-level technical teams and ensuring timely feedback
- Maintained detailed logs of support requests, resolutions, and follow-ups using helpdesk ticketing systems
- Monitored and prioritized support requests to ensure SLA compliance and minimize downtime
- Facilitated knowledge sharing by creating and updating troubleshooting guides and FAQs
- Delivered remote technical support training to new field engineers to enhance their operational efficiency
Education
Computer science Engineering
Govt CPC Polytechnic, DTE
Bachelor of Computer Applications - undefined
Jaipur National University
Skills
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
- Active Directory
- Exchange administration
- ServiceNow
- Identity and user access management
- Client Management
- Service Delivery
- Onsite support
- Technical support
- IT support services
- KPI Management
- Team management and Team building
- Team Leadership
Certification
- Agile for Practitioner
- Ascent Leadership Program
- Leadership Business Skills and Cultural
- Managerial fundamentals: Foundation
Awards
Top Performer, Outstanding contributor, Start of the Month, Applause for Team Award, Service & Commitment Award
Languages
Arabic
Beginner (A1)
Urdu
Intermediate (B1)
English
Advanced (C1)
Hindi
Intermediate (B1)
Timeline
Assistant Consultant
Tata Consultancy Services
06.2019 - Current
Desktop Support Engineer
Six Sigma Soft Solutions Pvt. Ltd
07.2018 - 06.2019
Help Desk Coordinator
Skypro Technologies
09.2017 - 07.2018
Help Desk Coordinator
Apex Services
09.2015 - 09.2017
Computer science Engineering
Govt CPC Polytechnic, DTE
Bachelor of Computer Applications - undefined
Jaipur National University
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