Mohammed Ibrahim Kolkar

• Managed various roles throughout tenure, ensuring team alignment with organizational objectives.
• Excellent experience in terms of handling clients / stakeholders thereby maintaining healthy business relationships
• Gained experience managing larger teams and coordinating with multiple team leads to enhance productivity.
• Managed end-to-end transition for Italy IM Operations (Vodafone), ensuring seamless integration and operational readiness.
• Good experience in end to end transition management for Vodafone Ziggo for Monitoring and First line support
• Overseeing manpower planning, recruitment & selection, induction, performance appraisal and training.
• Creating Quarterly/Monthly reports; Responsible for Staffing Forecast and roster pertaining to process / productivity
• Continuous Service improvement projects like automation & consolidation to drive efficiency and reduce costs.
• Good understanding of ITIL Methodology – Incident, Change, Problem Management.
• Describe web sites to effect concise abstracts useful to search engines.
• Making judgments about the quality and appropriateness of web content sources.
• Performing relevance tests designed to measure data quality across Yahoo’s search products.
• Identifying the suitable web contents and enabling them in the web page based on priority level.
• Ensured the quality level has met on the web contents as per the quality guidelines.
• Led cross-functional teams to enhance operational efficiency and streamline processes.
• Developed and implemented strategic plans to meet organizational goals and objectives.
• Mentored junior managers, fostering professional growth and knowledge sharing within the team.
• Analyzed performance metrics to identify areas for improvement and drive process optimization.
• Collaborated with stakeholders to align project objectives with business strategies and priorities.
• Oversaw budget management, ensuring resource allocation aligned with strategic initiatives.
• Facilitated training sessions to improve team capabilities and ensure adherence to best practices.
• Managed and motivated employees to be productive and engaged in work.
• Increased customer satisfaction by promptly resolving disputes, fostering open communication, and delivering high-quality service.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Controlled costs to keep business operating within budget and increase profits.
• Developed and maintained relationships with customers and suppliers through account development.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Improved safety procedures to create safe working conditions for workers.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
• Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
• Organized professional development programs for staff, leading to improved performance and skill sets.
• Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
• Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
• Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
• Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
• Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Set clear targets and objectives, effectively communicating them to team members.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Assisted in organizing and overseeing assignments to drive operational excellence.

• Provide first-level technical support for hardware, software, and network issues.
• Respond to service requests and incidents raised by employees or customers.
• Troubleshoot problems with desktops, laptops, printers, and mobile devices.
• Install, configure, and update operating systems and applications.
• Assist users with login issues, password resets, and account management.
• Ensure proper functioning of business-critical applications.
• Monitor ticket queues and ensure timely resolution.
• Communicate clearly with users to understand and resolve issues.
• Document solutions, procedures, and troubleshooting steps for future reference.
• Provide training or guidance to users on basic IT practices
• Escalate complex issues to second-level or specialized support teams.
• Track and document incidents in the IT service management (ITSM) system.

Service desk analyst

• Created and maintained comprehensive documentation for troubleshooting procedures and knowledge base articles.
• Contributed to increased first-call resolution rates by effectively utilizing available resources and tools during troubleshooting efforts.
• Supported software rollouts across multiple platforms, ensuring seamless integration for endusers.
• Improved client relationships through consistent communication, providing status updates on ongoing issues and resolutions.
• Responded promptly to after-hours support requests when necessary, demonstrating commitment to exceptional customer support at all times.
• Diagnosed and troubleshot hardware, software and network issues.

• Wi-Fi engineer

Assemble and install desktop/laptop hardware components.

Configure BIOS/UEFI settings for optimal performance.

Integrate hardware with operating systems and drivers

Diagnose and repair hardware failures (motherboard faults, RAM issues, hard drive crashes)

Replace defective components and upgrade systems.

Provide preventive maintenance to extend hardware lifespan.

• Managed inventory of IT equipment, ensuring timely replacements and upgrades.
• Conducted routine maintenance on servers and networking equipment for optimal performance.
• Developed documentation for standard operating procedures related to hardware support.
• Assisted in managing inventory control systems for tracking IT assets throughout their lifecycle efficiently.
• Resolved connectivity issues promptly, minimizing disruptions to daily operations across departments.