ALEEM ULLAH KHAN
Khandwa
Summary
Dynamic Incident Manager with extensive experience at Tata Consultancy Services, excelling in incident and escalation management. Proven track record in troubleshooting and support, implementing ITIL processes to enhance service desk operations. Adept at fostering collaboration among teams while ensuring swift resolution of critical incidents, driving operational efficiency and user satisfaction.
Overview
3
3
years of professional experience
Work History
Incident Manager
Right Avenue Infotech
Pune
05.2023 - 05.2024
- Worked with TCS on third party payroll R A infotech.
- When incident reported to Service desk and require a Bridge call. MIM responsibility to acknowledge the bridge request and get the details from SD Team like number of users impacted, which location gets impacted and what is the Business Impact.
- Initiate a bridge call by sending an invite to all the required teams (Service Owner, end user, technical team.
- Join the bridge, understand the issue - What is the issue, ticket number, what is the business impact and decide the priority for potential major outage.
- Draft SMS notification for P1 and Send it to respective tower leads and Stakeholder.
- Take notes of the actions performed in the bridge with timestamp.
- Once the Issue is resolved asked the resolver team to resolve the incident.
- Close Outage in Service now.
Incident Analyst
Final Search Pvt Ltd
Mumbai
11.2022 - 12.2022
- Worked with Tech Mahindra on third party payroll Final Search Pvt Ltd
- To manage efficiently Major Incident in the different Applications as well as infrastructure.
Technical Head
Edulearning Ventures
Bhopal
11.2021 - 09.2022
- Take care of Recruitment cycle for the candidate.
- Management of Technical Infra structure and Technical Support.
- Out Sourcing of Candidate with Tech Clients.
- EduLearning Ventures is a leading IT and Talent Development Company. Ventures engaged on Skill development training of candidates on different Technologies and Domain like HR, Digital Marketing and IT professionals. Ventures also engaged in Manpower & Placement Services, Outsourcing and Corporate Support, Technical Support Services to their respective Clients.
Customer Support Engineer
ITSC Technologies pvt ltd.
Bhopal
07.2021 - 10.2021
- My role designated as a Site-in-charge in the MP Housing Board.
- To provide VC support for the employees.
- Installation and Maintenance support of Hardware and Software for the whole IT infrastructure.
- Setting up user accounts, permissions and passwords.
- Overseeing security of all systems, especially the internet, and installing antivirus protection.
- Network maintenance includes Responding to network connectivity issues and resolve any wireless communication issues within the confines of the office.
- ITSC Technologies Pvt. Ltd. is a IT company in the field of Software Development Life Cycle, Software and System Solutions, Networking, Internet-Intranet Extranet Solutions.
Helpdesk Engineer
Quess Corp
Bhopal
11.2020 - 06.2021
- Project of MP Police CCTNS governed through HCL.
- In MPCCTNS as a post of Service Desk Engineer my roles and responsibilities is to manage the incidents according to its priority on service desk tools which was developed by police department, and to assist the police officers regarding any incidents coming related to police application, hardware and network via remotely, if there is any problem in network related to NOC center, then those incident will assigned to the NOC center, And if there is any ticket related to online police application then that kind of ticket can be assigned to application team. And if there is any ticket related to DBA then that kind of ticket can be assigned to DBA team.
- Responsibilities: Having good experience on User management related tasks and its troubleshooting.
- Having experience on MySQL Servers including installation.
- Providing technical support to the users remotely on Remote Desktop Application.
Education
B.Tech/B.E. - Computers
LNCT BHOPAL
01.2012
12th - English
CBSE
01.2007
10th - English
CBSE
01.2005
Skills
- Asset management
- System administration
- Troubleshooting and support
- Remote desktop assistance
- Incident and escalation management
- Service desk operations
- Network and server infrastructure
- ITIL process implementation
Timeline
Incident Manager
Right Avenue Infotech
05.2023 - 05.2024
Incident Analyst
Final Search Pvt Ltd
11.2022 - 12.2022
Technical Head
Edulearning Ventures
11.2021 - 09.2022
Customer Support Engineer
ITSC Technologies pvt ltd.
07.2021 - 10.2021
Helpdesk Engineer
Quess Corp
11.2020 - 06.2021
B.Tech/B.E. - Computers
LNCT BHOPAL
12th - English
CBSE
10th - English
CBSE