Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Mohammed Ilyas

Mohammed Ilyas

Professional 1 Service Delivery Co-ordinator
Bengaluru,Karnataka

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

19
19
years of professional experience

Work History

Professional 1 Service Delivery Coordinator

DXC Technology
Bangalore
03.2018 - Current
  • Create various reports to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources
  • Identify and document detailed business rules and use cases based on requirements analysis
  • Researched and resolved issues regarding integrity of data flow into databases
  • Used statistical methods to analyze data and generate useful business reports
  • Upheld security and confidentiality of documents and data within area of responsibility
  • Analyzed transactions to build logical business intelligence model for real-time reporting needs
  • Campaigns and Remote Action to help clients achieve experience optimization and cost recovery.

Remote Desktop Analyst

Hewlett Packard Enterprise, HPE
Bangalore
01.2014 - 03.2018
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Carried out day-to-day duties accurately and efficiently
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Remote Desktop troubleshooting to resolve and reduce the number of incidents to various resolving group and Onsite support team
  • Incidents follow up and scrubbing to keep a check backlog work
  • Onboarded new temps by entering employee information into systems
  • Exceeded goals through effective task prioritization and great work ethic.

Senior Technical Support Representative

Hewlett Packard, HP
Bangalore
07.2010 - 01.2014
  • Provided customer facing technical support (voice)
  • Helping them in resolving PC, VPN, Password, Access and Application issues
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
  • One of the top CSAT receiver among the team of 90+ representatives.

Technical Support Advisor

Hinduja Global Solutions, HGS
Bangalore
11.2008 - 06.2010
  • Providing level 1 technical support to the Enterprise customers of an Internet Service Provider (ISP) across North America
  • Role involved resetting DSLAMs and Router configurations
  • Co-ordinating with vendors like Covad for equipment replacements and technician dispatches
  • Follow ups on existing cases and closing to user satisfaction
  • Continuous monitoring of high profile internet lines for Enterprises/VIP customers.

Senior Process Associate

First Indian Corporation Private Limited
Bangalore
05.2004 - 02.2008
  • Mortgage process - Identifying documents, verifying and attaching as IDocs Citrix tools
  • Opening orders with vendor managers across United States through Email (tool enabled)
  • Supervised team of process associates to enhance accountability, develop professional skills and improve efficiency
  • Consistent among top performers.

Education

Bachelor of Commerce - Accounts And Commerce

Bangalore University
Bangalore
2010-09

Skills

  • Proactive monitoring
  • Nexthink monitoring
  • Nexthink Application support
  • Nexthink administrative
  • Business needs analysis
  • Technical Analysis
  • Project Management
  • Microsoft Azure - Agile scrum
  • SQL basics
  • PowerShell scripting - basics

Timeline

Professional 1 Service Delivery Coordinator

DXC Technology
03.2018 - Current

Remote Desktop Analyst

Hewlett Packard Enterprise, HPE
01.2014 - 03.2018

Senior Technical Support Representative

Hewlett Packard, HP
07.2010 - 01.2014

Technical Support Advisor

Hinduja Global Solutions, HGS
11.2008 - 06.2010

Senior Process Associate

First Indian Corporation Private Limited
05.2004 - 02.2008

Bachelor of Commerce - Accounts And Commerce

Bangalore University
Mohammed IlyasProfessional 1 Service Delivery Co-ordinator