Agha Baquar Ali

Conducting CAB meeting, Post implementation reviews, follow-up, Governance and ensure the closure of CR’s.
Ensure changes are executed in the approved time intervals. Excellent problem-solving and analytical skills.

Proficiency in process improvement and communication to others.
A focus on business satisfaction, with strong interpersonal skills and responsiveness.
Ability to drive process improvement to continually improve service and reduce costs.
Ability to communicate with all levels of technical and management staff. Ability to command authority to set action plans to meet client needs without direct supervisory control of the resources involved.
Knowledge in Network Technology and the ability to quickly acquire the knowledge irrespective of the new environment/technology.
Ability to frame and communicate technical issues to a broad constituency (engineers to executive level management).
Familiar with typical Business Analysis tools such as Microsoft Project, Excel, Word, Outlook, etc.
Sending notification about the priority.
Worked on ticket quality.
Sending daily, weekly and monthly dashboard reports to the client.

• Developed highly effective incident response team and trained extensively in preparation for possible events.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
• Assessed incident priority based upon impact to business and escalated issues as necessary.

As a Service Desk Lead

Handled team of 25 members
Responsible for quality of entire team
Making sure about the ticket quality and also the SLA of both the incidents and requests.
Sending daily, weekly and monthly dashboard reports to the client. Training new joiners
Conducting huddles every week
Resolve incidents and document the activities performed.
Handling escalation calls
DSAT analysis
Worked on applications – Service now, Azure, dashboard.