Hadiya Hussain
Hyderabad
Summary
Dynamic IT Service Management professional with extensive experience at Verizon Data Services, excelling in incident management and performance monitoring. Proven track record in enhancing service delivery and achieving KPIs through process improvement and effective stakeholder collaboration. Skilled in ITSM tools and committed to delivering exceptional customer support.
Overview
15
15
years of professional experience
2
2
Certifications
Work History
IT Service Managment
Verizon Data services
Hyderabad
04.2024 - Current
- Analyzed incident trends to enhance service delivery and support efficiency.
- Worked on standard operating procedures for ITSM tools and systems usage.
- Monitored performance metrics to identify areas for process enhancement in ServiceNow.
- Facilitated meetings with stakeholders to discuss current issues related to ITSM, and streamlined the process with problem management.
- Provided guidance to teams on best practices related to IT Service Management processes.
- Identified gaps in current operations that could lead to improved efficiency, decrease the SLA, and meet the targets.
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Worked with various teams in streamlining the routing rules so the incidents get routed to the appropriate groups.
- Created a dashboard for the team to stay on top of all the priority incidents to work on within the SLA.
End User support
Verizon Data Services
Hyderabad
12.2014 - 03.2024
- Provided technical support to end users in resolving computer-related issues via chat and calls.
- Assisted in onboarding the new hires, and took induction sessions via virtual and in-person formats.
- Provided end-user support services, including installation, configuration, maintenance, repair, and upgrades of equipment.
- Supported end-users by providing training on new features or functions added into the applications systems environment.
- Provided technical support and guidance to end-users regarding the use of hardware and software systems.
- Working towards the busness KPIs including Customer Satisfaction.
Sr Analyst ServiceDesk
Verizon Data services
Hydearabd
12.2011 - 12.2014
- Provided technical support to end-users via phone and email communications.
- Diagnosed hardware and software issues for diverse IT systems and applications.
- Monitored system performance to ensure optimal operation across platforms.
- Performed troubleshooting to diagnose and resolve complex technical problems.
Systems Engineer
CSC - Corp Comm.
Hyderabad
01.2011 - 11.2011
- First point of contact for all Google Employees across the world.
- Provide technical assistance for software and Hardware issues.
- Managed system upgrades to enhance performance and security protocols.
Education
B.Tech - Electronics And Computers
Sreenidhi Institute of Science And Technology
Hyderabad03-2002
Skills
- ITSM tools
- Incident management
- IT governance
- Performance monitoring
- Process improvement
- Customer support
- Enterprise experience
- SLA response management
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Certification
Professional Scrum Master.
Accomplishments
Hi-Fi Award in 2025.
Timeline
IT Service Managment
Verizon Data services
04.2024 - Current
End User support
Verizon Data Services
12.2014 - 03.2024
Sr Analyst ServiceDesk
Verizon Data services
12.2011 - 12.2014
Systems Engineer
CSC - Corp Comm.
01.2011 - 11.2011
B.Tech - Electronics And Computers
Sreenidhi Institute of Science And Technology