Azharudeen Karimudeen
Project Lead
Coimbatore,TN
Summary
Project leader with 8 years of experience coordinating complex programs and supervising teams to attain business goals. Directs employees, mitigates project risks, solves standard and non-standard problems and reports to senior management. Demonstrates leadership, and influencing skills. Performs analytical problem-solving to overcome obstacles.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Project Lead
Wipro Technologies
Coimbatore, Tamil Nadu
03.2021 - Current
- As a lead, managed Service Desk call center, Desk Side, Trainers and Software and quality Analyst teams, including 22 delegates. Provided high quality technical support for CITI bank domestic and international customers globally. Ensured adherence with standards. Led in development of strategic directions for teams to address critical business needs. Formed and facilitated root cause analysis teams as needed. Managed SLA's for entire team, communicated clear expectations to customers regarding response and resolution times.
- Roles & Responsibilities:
- · Effectively monitored delivery of service, achieved satisfaction levels of 95% and target was 90%.
- Minimized downtime and increased awareness of Priority 1 incidents by developing internal Global IT process and communication strategy and standardized and improved work processes and weekly / monthly KPI reporting by instituting a global framework.
- Reduced incident ticket and Request fulfillment management tickets backlog from 2020 and 2021.
- Increased response times to surpass SLAs/requirements and established Service Desk Customer Satisfaction Survey.
- Recruited, hired and supervised resources to staff project team and developed and trained junior team members by leveraging industry experience to achieve optimal project strategy. Supervised, trained, and coached more than 50 Service Desk technicians and system administrators.
- Set up and managed team meetings and closely collaborated with project members to identify and quickly address problems.
- Defined responsibilities and roles of JIRA & L1 and RFM (Request Fulfillment Management) team members.
- Drove team's execution of quality management throughout division, improving process effectiveness, cost-effectiveness, resource and process efficiency.
- Developed and followed baseline project plan and milestones for task completion.
- Produced quality standards, checklists, report templates and processes.
- Met with manager weekly to provide detailed project report and milestone updates and provide team with coaching and direction.
Technical Cloud Support Engineer
Amazon Web Services
Bangalore, KA
04.2020 - 03.2021
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Managed team of 12 employees, overseeing hiring, training, and professional growth of employees.
- Worked flexible hours; night, weekend, and holiday shifts.
- Actively listened to customers, handled concerns quickly and escalated major issues to Leadership.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Worked closely with service teams to maintain optimum levels of communication to effectively and efficiently complete projects.
- Carried out day-day-day duties accurately and efficiently.
- Delivered cloud compute services to customer locations within specific time frames.
- Ability to design high availability applications on AWS across availability zones and availability regions. Implement systems that are highly available, scalable, and self-healing on AWS platform.
- Strong presentation skills with ability to take very technical concepts and present them to no technical teams.
- Worked with services like EC2, Lambda, SES, SNS, VPC, CloudFront, CloudFormation etc.
Resolution Specialist
Amazon Development Center
Coimbatore, TN
04.2017 - 03.2020
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Worked with American customers to understand needs and provide excellent service.
- Improved operations through consistent hard work and dedication.
- Identified issues, analyzed information and provided solutions to problems.
- Managed high-volume workload within commitment-driven environment - Resolved average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
- Showed empathy and ownership and established strong customer relationships via support channels - online chat, email and message us.
- Troubleshooting all payment and authorization charges related issues and also deals with account related issues and guide as well as assist in navigation on web-site.
- Collected customer feedback and made process changes to exceed customer satisfaction goals and also made reasonable procedure exceptions to accommodate unusual customer request.
Lead Generation Specialist
Infognana Information Management Solutions Pvt Ltd
Coimbatore, TN
01.2016 - 06.2016
- Cold called perspective customers to determine product or service needs, ascertain timelines, and identify decision-makers.
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
- Entered data into Salesforce CRM, ensuring accuracy and uniformity.
- Built prospect lists of potential new customers through research and identification of business opportunities.
- Served as key team member in development of new client pipeline, resulting in 90% sales profit increase for 6 months.
- Adhere to all quality standards and processes, for acquisition of customers, opportunities and submission of tender and contract documents.
- Bid management processing and manage order levels maintaining CRM database.
- Provide regular feedback to senior management about marketplace and competitor activity.
Systems Engineer
Nocsmart Fz Software Solutions Private Limited
Coimbatore, TN
03.2014 - 12.2015
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Schedule appointment with prospect clients across globe in order to give brief demonstration about product "uptime infrastructure monitoring" which is unified IT performance monitoring and optimization.
- Participated in systems and software requirement reviews to collaboratively develop hardware and connectivity profiles.
- • Setting up monitoring at business, infrastructure, application, and site levels; Ensuring development and implementation of end-to-end monitoring scripts and customization; maintaining issues lists and developing action plans to quickly and effectively close gaps.
• Monitoring the status of the network & servers and resolving all kinds of issues related to networking.
• Troubleshooting issues related to core server reach ability, connectivity issues, slow response to clients and users.
• Installing, upgrading and maintenance of server hardware components as per their requirement.
• Coordinating and monitoring troubleshooting to isolate and diagnose common system problems faced by the clients. - Strategist technical support plans and designed budgets, timelines and scopes for over 4 successful projects.
- Implemented firewalls, two-factor authentication and antivirus software for networks supporting all users.
Senior Process Associate
KG Information System Private Limited
Coimbatore, TN
04.2012 - 10.2013
- Supervised team of 15 accounting associates, answered questions and resolved issues efficiently.
- Planning and conceptualizing various strategies to achieve business goals for sales of U-Verse Cable, U-Internet, U-Verse digital home phone services.
- Accountable for developing a competitive business development and sales strategy, uncovering/ creating new opportunities, identifying dynamic and flexible solutions and managing account activity and providing new Services to the Customer who is looking for services and upgrade existing DSL/Dial-Up services to U-Verse fiber Optic cable technology and transferred U-Verse service from one location to different location.
• Create a New U-Verse account by running a credit check on Customer’s social security number.
• Handled sales campaign on AT&T, Time Warner Cable, Comcast, Charter, Cox Communication, optimum/Mediacom, Frontier, Century Link services.
• Worked as a Product specialist for Dish Satellite provider and transferring the customers to Direct Dish Network for signing up for services.
• Worked on CPOS (Comcast customer Point of Sale) tool to check for the existing services or for up-gradations of services and check for customer’s debt or house debt.
• Signed up services with AT&T by running a credit check with NCVC (National Credit Verification Check) tool.
• Interacted with customers to understand their needs/ requirements while assisting them for the required services and maintaining customer relationships to build the future perceptiveness.
Education
Associate of Arts - Accounting And Computer Science
Sri Krishna Arts And Science College
Coimbatore, India 06.2008 - 04.2011
High School Diploma -
Sowdeswari Vidyalaya Higher Secondary School
Coimbatore, India 04.2007 - 03.2008
High School Diploma -
♦ SBOA Matric & Higher Secondary School
Coimbatore, India 03.2005 - 04.2006
Skills
Risk management skills
Adept in scheduling
Organization skills
Project planning
Project Management
Responsible
Good listening skills
Computer skills
Supervision
Organization and Time management
MS Office
Teamwork
Planning and Coordination
Timeline
Project Lead
Wipro Technologies
03.2021 - Current
Technical Cloud Support Engineer
Amazon Web Services
04.2020 - 03.2021
Resolution Specialist
Amazon Development Center
04.2017 - 03.2020
Lead Generation Specialist
Infognana Information Management Solutions Pvt Ltd
01.2016 - 06.2016
Systems Engineer
Nocsmart Fz Software Solutions Private Limited
03.2014 - 12.2015
Senior Process Associate
KG Information System Private Limited
04.2012 - 10.2013
Associate of Arts - Accounting And Computer Science
Sri Krishna Arts And Science College
06.2008 - 04.2011
High School Diploma -
Sowdeswari Vidyalaya Higher Secondary School
04.2007 - 03.2008
High School Diploma -
♦ SBOA Matric & Higher Secondary School
03.2005 - 04.2006