Mohammed Arbaaz

• ITSM Operations:

- Achieved an average first-time resolution rate of 60-70% for handled incidents.

- Demonstrated expertise in Change Management and Problem Management.

- Played a key role in major incident management, ensuring swift resolution and minimizing impact on business operations.

• Azure Application Insights:

- Utilized Azure Application Insights to identify and diagnose application errors.

• Azure Data Studio:

- Extracted and analyzed "Projects" and "Export Report" data using Azure Data Studio to ensure smooth operations and minimize disruptions.

• UI Issue Diagnosis:

- Utilized Inspect to identify UI errors and determine if they were caused by human error or bugs.

• Azure DevOps:

- Checked for existing bug reports related to issues.

- Effectively managed work items using Kanban boards.

• Knowledge Management:

- Created 50-60 knowledge base articles for DAP/Data Studio from chat spaces.

- Ensured regular updates of all CDE knowledge articles every 3 months.

• Chat PwC:

- Regularly used Chat PwC to create knowledge articles and analyze AI responses.

- Conducted a successful demo of Chat PwC's use cases with Aparna Gutala & Team.

• Data Analysis and Reporting:

- Developed macros-enabled automated dashboards on Excel for streamlined

• SharePoint Site Management:

- Efficiently managed SharePoint sites to ensure accessibility of information, data analysis and reporting.

• Escalation Matrix and Issue Resolution:

- Provided valuable insights on the escalation matrix based on application dependencies for efficient issue resolution.

- Demonstrated a deep understanding of CDE Workspace's dependencies and provisioning process.

• DAP/Data Studio SPN Testing:

- Based on extensive testing on DAP/Data studio I have provided inputs to the Dev team to optimize/enhance the application.

• Testing and Bug Identification:

- Performed regular stage, UAT, and prod testing to identify bugs and outages.

• Power BI:

- Additionally, I have been actively learning to create Power BI dashboards for visualizations using Data Studio datasets and Excel datasets. This skill allows me to present data in visually appealing and insightful ways, enhancing data analysis and reporting capabilities.

• Entra ID and User Profile Diagnosis:

- Utilized Entra ID to diagnose issues with CDE workspaces caused by user profiles.

- Demonstrated knowledge of client and third-party user access processes and improved client satisfaction.

• SQL Query Creation:

- Possess fundamental knowledge of creating and running SQL queries against databases.

Tools & Process – ServiceNow, Power BI, MS Teams, Workbench, AI Chat Bot Prompt, Azure Application Insights, Azure DevOps, Azure Entra ID Admin, Azure Data Studio, MS Office Tools (Excel, Word, Access, Visio etc.), Excel Macros, SharePoint Site Admin, Data Analytics application.

• Managed Agile & DevOps (Cloud - Portfolios) Training and Certification Programs.
• Preparing Consolidated L&D Training and Certifications summary/analysis reports.
• VBA Macros Automation (Setup single click auto-generated data reports and summary).
• Handling Tagging and DE-Tagging queries for new resources.
• Worked in close collaboration with resource management and recruitment teams to close project requirements within the given SLA.
• Follow-ups and follow through with multiple stakeholders (Talent Transformation and Resource Management).
• Experience in planning L&D Courses (E-Learning & Trainer Delivered) and schedules.
• Fulfilled the background/requirements for accomplishing successful Training and Certification Programs.
• Worked on Project Demand fulfillment and Status reports.
• Experience in Agile Project Management - worked closely with development and testing teams to collaborate with product owners and understand client requirements and generate a plan to achieve targets/goals deployed as per Agile practices.
• Also worked on technical issues in collaboration with IT.
• Handling resources for Agile and DevOps Practice operating projects.
• Analyzed Training and Certification Pipelines.
• Worked on achieving the 100% certification drive initiative policies.
• Experience working on Power BI handling tagging-related queries such as OU enablement, Onshore approvals, extensions, DE-tagging, etc.
• Maintained Trackers and Reports related to training and certifications, demand fulfillment, employee headcount, and details (Employee Master Sheets).
• Strong experience in Vendor management (SAFe, Google, and Microsoft).
• Experience in creating Purchase orders (Product Procurement).
• Strong Knowledge and hands-on experience working on MS Office tools and SQL.
• Fundamental Skills/knowledge of R Programming and PYTHON.
• Worked on Talent Transformation, hence have strong knowledge of various training and certifications related to IT and Cloud Technologies.
• Having Experience in creating user forms.
• Developed VBA modules to export and import data from SQL Server.
• Coordinate with teams globally to understand business needs and provide MIS and control reports.
• Experience and knowledge of SQL servers in a cloud environment.
• Expertise in handling huge amounts of quantitative data using Excel.
• Visualizing the data using pivot tables.
• Developed VBA Macros enabled auto-generated reports.
• Strong communication and interpersonal skills with stakeholders and senior management.
• Reported directly to Sr. Directors and Vice president for consulting on multiple portfolios to understand/discuss the plan of action to achieve the set organization's goals and objectives.

Tools - Power BI, Power IVIEW, MS Office Tools (Excel, PowerPoint, Access, Visio, etc.), Outlook 2016, SQL, R-Programming, Atlassian JIRA (SCRUM and Kanban Boards), and other internal applications.

• Provided technical support for software glitches to support a banking client base for effective functioning and operations in the banking systems.
• Walked Clients and Internal staff through troubleshooting steps to resolve common software issues (Windows, Networking, and other banking applications).
• Resolving hardware and software-related technical issues related to CDM's and their concerned applications and software.
• Experience in resolving runtime errors.
• Worked on highly secured systems and environments with 100% Compliance.
• Experience in resolving connectivity, printing, and scanning-related queries as well.
• Knowledge of Citrix atmosphere and virtual setup.
• Worked on BTS-related queries and transactions.

Tools - VMSphere, Active Directory, ServiceNow, Microsoft Applications, Windows, and Client Applications.