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FIRDOUSKHAN N.K
Sr Resource for IT Service Delivery
Bengaluru,Karnataka
Summary
Experienced IT professional with expertise in incident management, IT infrastructure support, and service delivery. Skilled in efficiently handling incident tickets, resolving escalated technical issues, and managing major incidents. Proficient in vendor management, team performance monitoring, and resolving customer escalations. Known for maintaining high customer service levels and minimizing business disruptions. Proactive in service restoration and identifying root causes. Capable of coordinating IT services across cross functions, emphasizing team-building and continuous process improvement. Effective in supervisory roles, including shift management and quality assurance.
Overview
18
18
years of professional experience
5
5
Languages
Work History
Team Lead, Service Delivery
CMS IT Services Pvt.Ltd
Bengaluru/Bangalore
07.2021 - Current
- Spearheaded the Technical Leadership for Headquarters, Warehouses, and Factories spanning India, overseeing a dynamic team of 40+ members.
- Monitored and assigned Incident Tickets to relevant engineers or teams.
- Monitored team performance against quality standards, SLAs, and KPIs.
- Orchestrated the Service Desk Support Service, serving as the primary interface for IT technical support, proficiently navigating ITSM platforms such as BMC Remedy, Manage Engine,etc
- Ensured timely communication with stakeholders and consistent incident management protocols.
- Facilitated seamless communication with Stakeholders to address critical issues within the Domain/Network/SOC team, driving swift resolutions.
- Executed rigorous compliance management protocols for end-user systems within the organization, safeguarding data integrity and regulatory adherence.
- Ensured adherence to SLAs through meticulous IT Operations & SLA Management Reviews.
- Managed third-party vendors and analyzed issues for service level improvements.
- Led service restoration, communication, and root cause identification.
- Strong team-building skills with ability to train and coach staff in technical processes and practices.
- Minimized business disruptions by efficiently identifying incident causes and taking appropriate actions for closure.
- Participated in customer meetings for escalated issues, providing faster resolutions.
- Managed customer escalations, leading to favorable satisfaction ratings.
Team Lead (Backup Applicaton-Admin)
Hitech Informatics Pvt. Ltd.
Bengaluru/Bangalore
11.2014 - 06.2021
- Handled multiple projects in this role ICT in Educational Institutes and End user system backup.
- Provided technical and remote support for Pearson Education's DigiClass Application.
- Coordinated with multiple service partners to ensure quality service delivery.
- Conducted training and mentored team members to enhance productivity and customer service.
- Reviewed daily and weekly with service partners on support calls and project implementations.
- Managed backup processes for over 4000 end-user systems as Backup Application Admin.
- Ensured timely data restoration in case of end-user system crashes.
- Implemented proactive daily follow-ups with Engineers and End-users across various locations to address system complaints promptly.
- Achieved 98% compliance rate sustainably in End point Backup management.
Sales Executive
Seven Seas Technologies LLC
Dubai
12.2013 - 07.2014
- Conducted market research to identify customer needs and preferences.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Optimized customer database management system for better tracking of sales leads and enhanced reporting capabilities.
Team Lead
Maxx Computers
Palakkad
03.2013 - 09.2013
- Assigning Daily support calls to the Engineers and following up on the timely closure.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Coordinating with the sales team on delivery and closure of sales orders.
State Head of Field Operation
GLOPORE IM Services Pvt. Ltd
Bengaluru/Bangalore
06.2010 - 03.2013
- Managing and leading team of 20-Engineers in field operation of Customer Service.
- Given technical guidelines to Engineers across country.
- Project implementation on within the agreed SLA
- Manage escalation (technical and management) effectively and efficiently.
- Managing multiple ICT projects in Educational Institutions.
- Assign tickets to Engineers and co-ordinate with them to close the same without SLA Violation.
- Field operation creatively worked out the process and initiative to reduce the support calls and increase the productivity of individuals.
- Provided project leadership for more than 3 projects and increase customer satisfaction for 3-Educational Solution Services
Office Automation Technician
Ace Business Machines
05.2006 - 03.2007
- Experience in Managing and Trouble Shooting Different office equipment and infrastructure.
- Estalished a good relationship with Customer.
- Well Experienced in Canon Photocopier and Printer service Reconditioning.
Education
High School Diploma -
Govt. POLYTECHNIC COLLEGE
Palakkad04.2010
Some College (No Degree) - Electronic Mechanic
I.T.I. MALAMPUZHA
MalampuzhaSome College (No Degree) - Plus Two With Science Subjects
Govt. BHSS
ChitturSkills
IT Infrastructure Management,
undefinedInterests
Driving
Playing Cricket
Timeline
Team Lead, Service Delivery
CMS IT Services Pvt.Ltd
07.2021 - Current
Team Lead (Backup Applicaton-Admin)
Hitech Informatics Pvt. Ltd.
11.2014 - 06.2021
Sales Executive
Seven Seas Technologies LLC
12.2013 - 07.2014
Team Lead
Maxx Computers
03.2013 - 09.2013
State Head of Field Operation
GLOPORE IM Services Pvt. Ltd
06.2010 - 03.2013
Office Automation Technician
Ace Business Machines
05.2006 - 03.2007
High School Diploma -
Govt. POLYTECHNIC COLLEGE
Some College (No Degree) - Electronic Mechanic
I.T.I. MALAMPUZHA
Some College (No Degree) - Plus Two With Science Subjects
Govt. BHSS
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