Mohammad Imran Khan
New Delhi
Summary
An experienced and result driven Assistant Manager with 12 years of dynamic experience in IT delivering technical services and solutions.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Manager (Remote Support)
AXA XL
01.2020 - Current
- Coordinating activities, resource and timelines for successful project delivery.
- Working on UAT and system testing activities for various Software releases directly with EUC team and ensuring timely deployments.
- Attending meetings to discuss release schedules and pre-deployment walkthrough with the teams.
- Fostering collaboration and tracking progress about package creation and addressed issues as they arose.
- Led and managed cross functional teams to execute multiple projects ensuring successful delivery and supporting activities like demos, Pen Test and dry runs.
- Conducting risk assessments and mitigation strategies to address challenges with various teams like oneSpace, IAM, EUC etc.
- Working on requirements from business and coordinating meetings with them to understand requirements and getting them implemented.
- Helping vendor teams with technical challenges and supporting them in controlling defects.
- Preparing and maintaining reports, minutes of meeting and documentation for weekly calls and go-live activities.
Sr. Service Desk Analyst
AXA XL
10.2016 - 12.2020
- Providing technical support like VPN configuration, Cisco IP phones, Windows based machines and iOS - based device and installations on Windows machines.
- Install, upgrade, support and troubleshoot Windows 10, Windows 7, Microsoft Office 2016 and authorized desktop applications.
Service Desk Technician
Convergys
08.2013 - 09.2016
- Provided technical support by troubleshooting and diagnosing hardware/software problems, including desktop, laptop, WAN, LAN, and remote systems
- Resolved issues related to OS configuration, software installation and authorized desktop applications.
Technical Support Associate
Wipro Pvt. Ltd
08.2012 - 08.2013
- Providing Level 1 technical support for all configuration and installations on Windows machine and issues related to login like password reset, account unlock etc.
- Providing support on various issues like VPN and basic login issues.
Education
Bachelor of Technology - EIC
Uttar Pradesh Technical University
Lucknow, IndiaSecondary Education -
SKD Academy
Lucknow, India03-2007
High School -
Cathedral School
Lucknow03-2005
Skills
- Strategic planning and Problem-solving
- Risk Assessment and Continuous Improvement
- Monitoring and Testing
- Stakeholder Management and Communication
- Analytical and critical thinking
Accomplishments
- Feature addition in business applications fulfilling requirements to automate processes thereby reducing operation cost by 15% and improved production efficiency by 20%.
- Implemented AI features to Underwriting, claims processing and fraud detection systems, increasing service response time by 10%.
- RSA to MFA upgrade in VPN connection for entire organization with an increase of 5% in overall productivity.
- Security Mindset - Incorporated verification system for IT teams while providing sensitive information.
Certification
- PMP Certified
- Certified SAFe 6 Agilist
- ITIL - Intermediate in-Service Operations Certified
- ITIL - Foundation Certified
Projects Worked
- Worked on Mcafee project for testing activities
- VPN migration from RSA to MFA
- Migration of director tool to Citrix cloud portal for oneSpace.
- MTE migration of mailbox from Exchange Server to O365
- Migration of Service Now tool to Silva
- Movement of IBM tool to inTune portal
- Quality audit for Service Desk in pilot phase
- Knowledgebase for ServiceDesk and Remote Support Team
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Assistant Manager (Remote Support)
AXA XL
01.2020 - Current
Sr. Service Desk Analyst
AXA XL
10.2016 - 12.2020
Service Desk Technician
Convergys
08.2013 - 09.2016
Technical Support Associate
Wipro Pvt. Ltd
08.2012 - 08.2013
Bachelor of Technology - EIC
Uttar Pradesh Technical University
Secondary Education -
SKD Academy
High School -
Cathedral School
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