MOHAMMED RAHEEM PASHA
Hyderabad
Summary
Seasoned IT professional with a proven track record at Wipro Limited, specializing in incident management and resolution, and a knack for root cause analysis. Expert in ITIL and ServiceNow, with a flair for mentoring teams towards achieving service excellence. Demonstrated success in driving process improvements, significantly enhancing service delivery.
Overview
11
11
years of professional experience
Work History
Service Desk Lead
Wipro Limited
Hyderabad
11.2022 - Current
- Acted as the primary point of contact for escalated technical issues from analysts.
Provided advanced troubleshooting and technical support for desktops, laptops, mobile devices, printers, and other IT equipment.
Diagnosed and resolved complex technical issues related to operating systems, software applications, network connectivity, and hardware components.
Perform root cause analysis for recurring issues, and implement permanent solutions to prevent them. Collaborated with other IT teams to escalate and resolve issues that require specialized expertise.
Maintained accurate records of all service desk activities, including incident reports, service requests, and knowledge base articles.
Developed and delivered training sessions to analysts on new updates and changes.
Effective participation in IT projects and initiatives aimed at improving Service Improvement as well as process improvements.
Proficient in Coaching, Mentoring, and Conducting Quality Audits.
Test Lead
Winfocus Software Solutions
03.2021 - 11.2022
- Test the application from the front end, generate test results based on test cases, and submit them to the development team
- Assign application testing work to the team and support them in testing
- Prepare new test cases based on different modules
- Verify and validate data, explaining errors and working with consultants across India
Supervisor
Winfocus Software Solutions
05.2014 - 02.2021
- Provide technical assistance in maintaining and monitoring server batch job alerts
- Handle data for various sections and install software such as MS Office and Java
- Address network-related issues and assist with software bugs
- Generate reports from the locomax application, including employee details and password resets
Education
B.Com -
Dr. B.R. Ambedkar Open University
Bellampalli, IndiaIntermediate - CEC
Manjeera Junior College
Bellampalli, IndiaSSC -
CSI English Medium High School
Bellampalli, IndiaSkills
- Application support and maintenance
- Incident management and resolution
- Problem analysis and troubleshooting
- Service level agreement (SLA) management
- Root cause analysis (RCA)
- Change management
- Active Directory
- ITIL
- ITSM
- ServiceNow
- Identity Access Manager (IAM)
- VMware
- Citrix
- Outlook
- MS Office Applications
Timeline
Service Desk Lead
Wipro Limited
11.2022 - Current
Test Lead
Winfocus Software Solutions
03.2021 - 11.2022
Supervisor
Winfocus Software Solutions
05.2014 - 02.2021
B.Com -
Dr. B.R. Ambedkar Open University
Intermediate - CEC
Manjeera Junior College
SSC -
CSI English Medium High School
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