Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Disclaimer
Personal Information
Timeline
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MD ABDUL SHABBIR

Hyderabad

Summary

Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.

Overview

11
11
years of professional experience

Work History

SME

Cognizant
07.2023 - Current
  • Installed, configured, and monitored new system features based on user needs.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Frequently inspected production area to verify proper equipment operation.
  • Created and managed project plans, timelines and budgets.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Devised and implemented processes and procedures to streamline operations.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Technical Support Specialist

Genpact
01.2018 - Current
  • Responsible for general administration, Installing and configuring Hardware and Software
  • Fields support Calls, Chat, Email and/or other communication from users with inquiries regarding software programming, Connectivity, Printing, and similar concerns
  • With Incident Ticket Management
  • Follow SOP'S & Resolve tickets as per SLA in ITSM System
  • Responsible for job tasks and network server devices, performance metrics and clearances
  • Collaborates with other staff to research and resolve problems
  • Administer, troubleshoot and execute change
  • Request for web applications hosted on WINDOWS, AZURE, AIRWATCH AND ABSOLUTE
  • Communicate with production teams to maintain calendar dates, deliveries and any other issues
  • Performs effective issue escalations to L3 Groups
  • Arrange service by software or hardware vendors to repair or replace defective products
  • Performs other related duties as assigned.

Process Associate

Google
10.2015 - 08.2017
  • Identifying hijackers and reporting it to Googlers for all Google accounts
  • Identifying the bugs in G-ADMIN and raising it to a developer in the Buganizer tool
  • Re-Reviewing the worked cases and giving feedback to the agents
  • Functional testing of the G-Admin and Redbull tool
  • Auditing all the cases worked by the agents
  • Live audit sessions for bottom quartile to improve quality metrics
  • Presenting ideas and analysis directly to Googlers
  • Creating root cause analysis for errors and correcting them
  • Design risk models and operational processes that minimize risk and maximize trust in Google Products
  • Was awarded as the best employee of a month within 4 months of production
  • Got promoted as a Re-Reviewer within 4 months of production.

Consultant (ASR)

Sutherland Global Services
02.2014 - 09.2015

Education

MBA -

01.2014

Bachelor of Commerce - undefined

01.2011

Board of Intermediate (10+2) in MEC - undefined

01.2008

Secondary school certificate (SSC) exam - undefined

01.2005

Skills

  • Strong analytical skills
  • Training and mentoring
  • Creative solutions
  • Team Leadership
  • Troubleshoot service issues
  • Multitasking Abilities

Languages

English, Hindi, Urdu & Telugu

Hobbies and Interests

Playing cricket, surfing internet for further knowledge

Disclaimer

Willing to work in an organization and ability to accept any challenging jobs to the entire satisfaction of the management as a trustable asset of the company. If you require any further information about me I would be glad to furnish them.

Personal Information

  • Father's Name: Md Abdul Rasheed
  • Date of Birth: 07/16/89
  • Marital Status: Married
  • Religion: Islam

Timeline

SME

Cognizant
07.2023 - Current

Technical Support Specialist

Genpact
01.2018 - Current

Process Associate

Google
10.2015 - 08.2017

Consultant (ASR)

Sutherland Global Services
02.2014 - 09.2015

Bachelor of Commerce - undefined

Board of Intermediate (10+2) in MEC - undefined

Secondary school certificate (SSC) exam - undefined

MBA -

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MD ABDUL SHABBIR