Imran Rizvi

Manager Technology Consulting-3

Adobe India Pvt Ltd

Noida

01.2022 - Current

Managing team handling product related issues by raised customers
Service Improvement - Analyzing the gaps based on the data extracted from ITIL tool and taking the measures to fill the gaps
ARD - Maintaining ARD for
Product Improvement - Monthly service review calls with customers
All issues and suggestions to be reviewed and addressed
It may include working with Product Engineering team if any product related issues are identified
Performance Metrics and Analysis - Assign KRA and Yearly Goals for team members and giving and taking regular feedback on monthly basis
Address the challenge of team and making roadmaps for their growth plan within the company
Collaborating with Peers in cross Geo locations and working and involving team members in additional activities to enhance their skills
Implementing Comprehensive Ticketing system - Collaborated with other third party to move ticketing system from Jira to Service Now
Knowledgebase and self service option - Develop and maintain a comprehensive knowledge base with FAQs, troubleshooting guides, and step-by-step solutions
This empowers users to solve common issues independently, reducing the number of support tickets
These are checked periodically for changes and updates
Proactive Monitoring and Maintenance - Several Inhouse tools are being used to monitor critical services of the product and actions are taken proactively to address any critical errors
24/7 support - Since product is being used globally, the shifts roaster is to be created for continuous support to customers across all locations.
Developed and implemented strategies to increase customer satisfaction and loyalty.
Created monthly reports for senior management summarizing operational performance metrics.
Coached, mentored and trained team members in order to improve their job performance.
Conducted regular meetings with staff to discuss progress and identify areas of improvement.
Established processes to ensure efficient workflow throughout the organization.
Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
Resolved conflicts between employees by providing guidance on company policies and procedures.
Initiated new projects that resulted in increased productivity across all departments.
Maintained up-to-date records of employee attendance, payroll information, vacation requests.
Provided leadership during times of organizational change or crisis situations.
Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
Implemented new technologies to streamline operations, reduce costs, and improve customer service.
Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
Maintained adequate staffing to meet objectives within budget.
Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
Conducted quality, timely performance feedback and performance appraisals.
Led team meetings and one-on-one coaching sessions to continuously improve performance.
Entered time and attendance logs in preparation for payroll.
Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
Recruited and hired qualified candidates to fill open positions.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Assigned tasks to associates to fit skill levels and maximize team performance.
Trained employees on additional job positions to maintain coverage of roles.
Exercised good judgment and decision-making in escalating concerns and resolving issues.
Analyzed customer feedback data to develop action plans for improving services offered.
Developed annual goals for each department based on market trends and competitor analysis.
Collaborated with other departments to ensure timely completion of projects within budget constraints.
Ensured compliance with all applicable laws, regulations, industry standards.
Reviewed contracts before signing them on behalf of the organization.
Organized special events such as conferences or training sessions for employees.
Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
Scheduled interviews for potential candidates and conducted reference checks prior to hire.
Monitored staff performance and addressed issues.
Enforced customer service standards and resolved customer problems to uphold quality service.

IT Manager

DXC Technologies

Noida

01.2014 - 01.2021

Led a team of 15 IT professionals, overseeing day-to-day operations and strategic planning
Implemented ITIL best practices to enhance service delivery, resulting in a 60% improvement in incident resolution times
Successfully managed IT projects from conception to completion, ensuring on-time and within-budget delivery
Architecing Solutions for Office365 Migration
Working closely with Pre-Sales team to understand customer requirements.

Senior Advisor

Dell Services

Noida

01.2011 - 01.2014

Responsible for managing Microsoft Exchange Server, which is an email and collaboration platform widely used in organizations
Installation and Configuration, User Account Management, Mailbox Management, Email Routing and Transport, Security and Permissions, Monitoring and Performance Tuning, High Availability and Disaster Recovery, Patch and Update Management, Integration and Collaboration, Troubleshooting and Issue Resolution, Policy Enforcement, Reporting and Analysis, Documentation, Training and Knowledge Sharing.

Sr. System Engg

IBM India Bangalore

01.2011 - 01.2012

Installation and configuration, Maintenance, Backup and recovery, Capacity planning

Sr Analyst - Messaging

HCL Tech

Noida

01.2007 - 01.2011

Installation and Configuration, User and Mailbox Management, Message Routing, Backup and Recovery, Security Management, Monitoring and Troubleshooting, Public Folders, Client Access, Anti-Spam and Anti-Virus, Resource Management, Documentation, Upgrade and Migration

Summary

Overview

Work History

Manager Technology Consulting-3

IT Manager

Senior Advisor

Sr. System Engg

Sr Analyst - Messaging

Education

Political Science Hons (Regular) -

Skills

Affiliations

Websites

Certification

References

Languages

References

Timeline

Manager Technology Consulting-3

IT Manager

Senior Advisor

Sr. System Engg

Sr Analyst - Messaging

Political Science Hons (Regular) -

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