Md. Ramij Khan
Khanpur, New Delhi
Summary
Seeking challenging assignment in System Administration where my professional experience and education will allow to make immediate contribution as an integral part of a company.
Professional Summary
10.4 years of work Experience with NH Info media, Wipro InfoTech, HCL Technology LTD As IT analyst and with Teleperformance global business PVT LTD as Senior Incident Analyst.
Overview
12
12
years of professional experience
Work History
Incident Management Specialist
Teleperformance Global Buisness PVT LTD
12.2018 - Current
- Streamlined incident response processes by developing and implementing effective incident management protocols.
- Championed the use of incident management tools, driving adoption and ensuring consistent usage across teams.
- Facilitated regular review meetings with key stakeholders, fostering open dialogue around ongoing incidents and resolution progress.
- Established strong relationships with internal and external partners, fostering collaboration during major incidents resolution efforts.
- Collaborated with IT teams to implement solutions that minimized system downtime and improved overall network stability.
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
- Reduced incident resolution time with efficient coordination of cross-functional teams and timely communication.
- Developed comprehensive incident reports for stakeholders, providing valuable insights into root causes and recommended corrective actions.
Helpdesk Support Engineer
HCL Technology
04.2015 - 12.2018
- Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
- Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
- Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.
- Optimized network performance by monitoring usage trends, identifying bottlenecks, and recommending improvements where necessary.
- Boosted end-user productivity through effective remote assistance using various tools such as TeamViewer, Remote Desktop, and VPN connections.
- Participated in professional development opportunities to stay current on emerging technologies, industry trends, and best practices in helpdesk support.
- Created user accounts and assigned permissions.
Service Desk Analyst
Wipro Infotech
01.2013 - 07.2014
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Resolved common user concerns by utilizing preset issue resolution scripts.
Education
Bachelor Of Engineering - Electrical, Electronics And Communications Engineering
RGPV Technicanical University Bhopal M P
Bhopal 12.2011
Skills
- Skill Set
- ITIL (V3, V4), IT Service management (Incident management, Problem Management, Change Management) Basic Networking, Python, Cloud Services, MS Office
- Professional skills
- Incident Management: Strong understanding of incident management processes, including identification, prioritization, and resolution of major incidents Familiarity with ITIL (Information Technology Infrastructure Library V3, V4) frameworks and best practices
- Technical Knowledge: Proficiency in the relevant technologies and systems used within a company Which include knowledge of networking, infrastructure, cloud services, databases, applications, and other IT components
- Communication Skills:
- Communication skills for coordinating and leading teams during major incidents, effectively share information to technical and non-technical stakeholders, both orally and in writing, to provide updates, escalate issues, and ensure clear understanding of the incident status
- Leadership and Decision-Making: Lead and guide teams under stressful situations Make quick and informed decisions, delegate tasks, and manage resources effectively
- Problem-Solving and Analytical Skills: Problem-solving and analytical skills to identify the root cause of major incidents and develop effective solutions Analyse complex situations, evaluate potential impacts, and develop appropriate action plans
Accomplishments
- Working with cross-functional teams, including technical experts, service desk personnel, and business stakeholders
- Time Management and Prioritization: Management of resources
- Skilled in prioritizing tasks, managing multiple incidents simultaneously, and meeting deadlines
- Adaptability and Resilience: Handle unpredictable and challenging Incidents by being adaptable, staying calm under pressure, and demonstrating resilience
- Continuous Improvement: Commitment to continuous improvement
- Proactive in identifying areas for improvement in incident management processes, documentation, and communication to prevent future incidents or minimize their impact.
Additional Information
- Incident Coordination Escalation and Communication Incident Investigation and Analysis Incident Resolution and Service Restoration Post-Incident Review and Improvement Documentation and Reporting Academic Qualifications B.Tech. Graduate in Electronics & Communication from Rajeev Gandhi Technical University, Bhopal, MP. (Dec’2011) Intermediate and High School from MP Board.
Timeline
Incident Management Specialist
Teleperformance Global Buisness PVT LTD
12.2018 - Current
Helpdesk Support Engineer
HCL Technology
04.2015 - 12.2018
Service Desk Analyst
Wipro Infotech
01.2013 - 07.2014
Bachelor Of Engineering - Electrical, Electronics And Communications Engineering
RGPV Technicanical University Bhopal M P
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