Javed Khan

Agiloft Dev & Integration :

• Managing Agiloft software developer team in YouGov responsible for transforming existing business processes into more automated and streamlined process
• Successfully built solutions and supporting it for teams such as core operation, Analytics , Reporting , Infosec , coding , Panel team etc and updating solution in Agiloft tool as per thier requirement
• Integrating existing services used by organization into Agiloft using API and script using PERL or Python.
• Responsible for implementation of system changes including bug fixes, new features and enhancements
• Provide recommendations on design of all new features with process owners and provide overview of what implementation would entail
• Monitor, review and manage all system requests (bug, features and tasks) that are raised by process owners
• Provide technical and functional expertise to the business process owners looking to automate process
• Develop deep functional expertise in Agiloft application
• Responsible for design and implementation of complex system changes using languages like Python or Perl, when change cannot be done using system configuration
• Responsible for Integration and configuration of Jira , Service-now and HRIS application to improve and streamline process and manual task.
• Meeting with stake holders and building strategies around eliminating manual task in cores business operations and building solutions in Agiloft.
• Managing Server and hosts for application on VMware and ensuring minimum downtime and upgrades for application.
• Team management of software engineer and ensuring any required training, resources and overseeing team SLA, training team and recruitment of team to encompass growth and review performance and provide feedback or handle escalations for team from business.
• Hosting team meeting covering team objectives and building strategy to deliver projects within SLA.

IT support and Infrastructure:

• Managing IT Support team for APAC and EMEA region by ensuring efficient working of support team and ensure optimal level of operational productivity in all processes such as Service desk , Onboarding/offboarding, IT asset management , Procurement, IT compliance,
• Setting up and Managing VMware machines, VDI, windows server, Linux server and Applications such as Service now, Jira, Office 365 , Slack integration,Gitlab, Active Directory, Group policies, Network shares , Insight VM for patching,Asset lifecycle management , File cloud , Zoom, Microsoft teams, company intranet.
• Ensuring IT support is provided within SLA and service now tickets are resolved within SLA globally.
• Managing 3000+ Assets and updating them as per their life cycle ensuring compliance policies
• Responsible for IT vendor management for servers, laptops, ISP and all other IT assets and effective procurement to save cost and resources for organization.
• Responsible for Setting up whole IT infrastructure in new offices from networking to desk stations and ensuring its timely delivery to business.
• Monitoring and reviewing performance of IT support team and providing feedback and arranging training for team and perform appraisal for team.
• Improvising IT support process and user experience for IT Support by monitoring service desk surveys queue , and coordinating with different team in organization to fix gap or process flaws for smooth user experience

Service Desk Transition

• Appointed as Deputy to go onsite Sydney ,Australia and carry out process transition to Mumbai office and Impart training to rest of the team member and setup global service desk in India.
• Assisted Manager in defining process for better IT service delivery across globe to Travelex staff

Global Service Desk

• Team Briefing, weekly roster management for team, Process run book management.
• Provide management and performance reports & Team Roster.
• Ensuring Call monitoring procedure is managed for Service Desk tools.
• Ensuring Knowledge transition to new joiners and successful on job training for IT service desk
• Mentoring rest of the analyst and TRP in IT process and troubleshooting
• Handling Escalations calls and assigning priority to incidents
• Raising top priority issue and following up and attending P1 calls and reporting to TL and manager
• Assisting the global staff of Travelex for any kind of technical assistance varying from access related issues to hardware issues.
• Handling administration account for 300+ applications across several domain
• Active directory and windows server account management including joiners and leavers forms
• Ensuring SLA within TAT on Landesk by managing and resolving incident and request for the team.
• Managing the call queue, Ticketing queue on Landesk and assignment of the ticket within team and following up on them for faster resolution
• Updating team on innovative solution and troubleshooting and adding it to process
• Providing first and second line support on call, email and ticketing tool.
• Managing mailbox and ensuring SLA is met for emails.
• Finding more solutions and automations to reduce manual work
• Managing BES12 ,RSA token , CItrix VPN, virtual server.

• Handling customers by telephone or by email to provide information about products or services, give quotations for travel insurance, cancel accounts, or obtain details of complaints.
• Handling Customer queries related to their policies and assisting them over phone regarding websites and policy terms and condition
• Assisting Claim calls for verification of policy for claim purposes
• Perform administrative tasks, such as maintaining records and handling policy renewals.
• Completing medical screening of customer over phone for travel insurance and issuing policy
• Testing on UAT/DEV website as well as in-house application of all brands after each deployment and reporting errors and changes accordingly to IT team
• Assisting operation manager in pricing and also with market research
• Handling branding task such as updating branding material on company websites for mobile platforms
• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
• Marketed additional products and services complementing customers' current offerings and adding value.
• Received payment information from customers and implemented it carefully into system to alleviate errors.
• Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
• Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.

CSR International US voice sales process

• Lead generation for third party Energy process in US market and converting leads into sales.
• Following up potential customer and closing sale and achieving sales target on daily basis
• Improving Call script for team and training new joiners on sale pitching.
• Boosted sales revenue by skillfully promoting diverse service options.
• Energized and motivated in performing sales floor activities including merchandising and selling.

Cab Booking Technical Support.

• Attending calls for technical difficulties regarding booking of ride on website
• Exporting reports on daily basis and reporting to Fleet VP of any particular incidents
• Managing data of fleet for servicing, Repair and maintenance throughout city for whole fleet of 4700.