Haris Vahab

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• Resolved critical issues by conducting root cause analyses, developing corrective action plans, and preventing future occurrences.
• Dealing with escalations and complex issues.
• Collaborated with cross-functional teams to develop innovative technology solutions for business needs.
• Facilitated effective communication between technical teams, stakeholders, and end-users.
• Enhanced system performance through regular monitoring, maintenance, and troubleshooting tasks.
• Acted as OE spoke for issues related to Global Mailing. (Outlook client and Exchange)
• Created comprehensive documentation for technical processes and procedures, serving as valuable resources for team members and external auditors alike.

• 1st line support for internal customers of Allianz UK and India.
• Used Service Management systems to manage incidents and follow-up requests.
• Take ownership of the incidents and provide swift response and resolution as the Incident Manager.
• Logged service and support calls using internal company software.
• Performed root cause analysis for recurring incidents to develop long-term resolutions that prevented future occurrences.
• Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
• Identified opportunities for process optimization by analyzing data trends and patterns, leading to informed decision-making.
• Promptly respond to and resolve staff issues within KPI timeframes.
• Provided support for end-users by addressing technical concerns, reducing downtime, and improving user experience.
• Diagnosed software issues and applied troubleshooting techniques to resolve problems.
• Train and guide new joiners on incident management.
• Handled priorities reported to the Service Desk.
• Knowledge on request via SNOW and GIAM tool.

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot network issues, including installation and network configuration
• Training fresh employees in tech support division
• Ask the customers targeted questions to quickly understand the root of the problems
• Provide prompt and accurate troubleshooting steps for the issues
• Talk customers through a series of actions, either via phone, email or chat until the issue gets resolved
• Prioritize and manage several open issues simultaneously
• Upsell products and services to customers
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and presentations.

• Prioritizing and classifying calls
• Preparing and documenting customer information
• Reporting server failures without delay to the team lead.