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
Bangalore2010-09
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