Mohd Abdullah
Hyderabad
Summary
Highly motivated and results-driven Technical Specialist with over 10 years of experience in managing Critical Clients/Projects optimizing operational efficiency, improving productivity, Training the Trainers. Proven track record of successfully managing large-scale projects, implementing process improvements, and leading cross-functional teams. Skilled in strategic planning, budget management, and developing effective operational strategies. Excellent problem-solving and decision-making abilities, coupled with strong leadership and communication skills.
Overview
16
16
years of professional experience
Work History
Technical Specialist
HCL Technologies
11.2016 - 06.2025
- Escalation Manager: Overseeing escalations from the Tech Lead and assisting Level 2 staff and leads with their queries, acting as the final escalation point before issues are escalated to the Technical Application or Process Owners.
- Train the Trainer: Providing training to process trainers for new projects and deployments.
- Client Management: Responsible for managing key US clients in Med Tech and Vision Care. I represent C3i on weekly client calls, ensuring all deliverables, SLAs, and client targets are met, including hardware provisioning, inventory management, incident resolution, equipment retrieval, root cause analysis of negative surveys, and user onboarding/offboarding.
- Knowledge Management (KCS): Developing and updating knowledge articles, ensuring the Level 1 and Level 2 helpdesk teams are thoroughly trained on all processes (Internal, IRIS), and that they are able to perform their roles without technical errors.
- Account Transition: In my most recent project, I served as a Project Coordinator, Trainer, and Acting Account Manager for the Abiomed acquisition. I led the hiring and training of a 45+ member team and successfully transitioned Abiomed to JnJ, migrating over 900 Field Sales users.
- Critical Projects: Led initiatives such as the IT Buddy Process and Hypercare Process, which are designed to serve as the business model for future JnJ acquisitions. Additionally, I supervised the Service Center, assisted Level 2 staff with tickets related to Janssen Call Center users, and managed Tech Orientation and Virtual onboarding for new JnJ hires.
- Support Functions: Provided technical support to teams such as Remote Hardware Team (RHT), Field On/Off Boarding Team (FOB), JNJHardware Team, and Pittston Depot for all Technical issues.
- Sales Meeting Management (POA): Traveled to the US for POA Sales Meetings, setting up IT support desks for Field Sales users, assisting with device issues, and managing laptop and iPad replacements.
- Coordinate all non-call related account activities including, but not limited to, the processing of Client’s New Hires / Transfers / Terminations, Broadband Appointments, managing Frustrated Freight, managing Orders Not Shipped, Non-Warranty / Warranty Repairs, and others as needed.
- Liaise with other Tiers (Hardware, Client’s technical staff, Client Home Office, etc.) on various operational issues
- Proactively seek to identify trends based on calls received / Incidents created by the Help Desk. Work to immediately notify Operations Manager and Client Home Office of these trends, while also identifying possible underlying technical issues, and recommending possible solutions whenever possible.
- Work with the Level II Technicians very closely to ensure that they are up to date with all the Technical Knowledge required to resolve the Customer issues.
Technical Process Trainer / Quality Coach
HCL Technologies
08.2014 - 11.2016
- Quality Coach/Process Training/Change Management Role
- Consistently review Assistance Requests for technical accuracy & completeness and provide appropriate feedback to corresponding Help Desk Analysts.
- Engage in Quality Assurance (QA) activities, including Open / Closed AR Review, QA of Voiceprints, live-observing calls, interacting with Hardware Services to ensure QC process is effective, QC of Laptops as necessary, etc....
- Consistently maintain a deep understanding of the Client’s technical & business environment. Ensure that ServiceNow is consistently accurate and update or create KOs as needed to achieve this goal. Ensure ServiceNow is consistently optimized for ease of use by the Technicians.
- Ensure all team members are consistently aware of all changes to existing policies and procedures. Communicate changes via phone conferences, videoconferences, E-mail, Instant Messenger or others
- Train the Technicians and act as a Backup trainer when the Account trainer is not available for some reason.
- Operational Responsibilities
- Monitor all escalations from Level I / Level II agents throughout the day each day, and consistently resolve, de-escalate, or further escalate within the required SLAs. Ensure 100% accuracy of all escalations to Client’s Home Office teams according to established account guidelines or client expectations.
- Act as account’s highest escalation point for all clinical issues dealt with by the agents in the GOC
- Work according to the standards of the relevant regulatory bodies and ensure that the agents are complying with privacy and confidentiality requirements.
- Ensure that all the Agents understand and adhere to Standard Operating Procedures (SOPs).
- Proactively seek to identify trends based on calls received or tickets created by the contact center team. Immediately notify the client or the C3i Account Team of these trends, while also identifying possible underlying issues, and recommending possible solutions whenever possible.
- Assist Account Team personnel with the preparation of all relevant reports including, but not limited to, the Monthly Operations Report, Daily Reports, and other Ad Hoc reports as needed.
- Ensure the readiness of the agents by performing monthly refresher trainings and Mock calls
Help Desk Analyst – Level II
C3i Solutions (a HCL Company)
06.2011 - 08.2014
- Technical Trainer / QC – August 10th '14 – November 29th '16
- Over all Trainings Conducted
- Conducted various trainings on iConnect (Salesforce), Veeva CRM (Salesforce-mobile).
- IPad configuration, AirWatch, MDM configuration and troubleshooting.
- Hardware training includes (Lenovo laptop, iPhone) numerous client specific applications.
- Responsibilities:
- Deliver training to current and new hire Help desk agents on Customer service skills, Client applications and processes, C3i Help Desk processes and technology and other content as assigned.
- Ensure Onboarding of new hires is completed in a timely fashion and agents score passing scores of 85% and above and they are productive, successful once they go live.
- Develop training materials for all supported applications and hardware troubleshooting trees of assigned clients. This includes, but is not limited to, training manuals, handouts, and visual aids to support classroom instruction. Updates course curriculum as needed. Schedule training classes in coordination with staffing schedules and with minimal impact on call taking ability.
- Development of QA guidelines: liaise with Help Desk management to establish and implement quality assurance standards and procedures aligned with client SLA’s.
- Help Desk QA: monitor and score inbound calls on a daily basis in an effort to track helpdesk technician’s compliance to Quality Assurance standards utilizing the application (Voice Print) or live service observes. Verify accuracy and completeness of AR logging practices including, but not limited to, categories, resolution, status, documentation and escalations. Document results and remediation in QA application.
- Prepare and deliver quality evaluation reports on a weekly basis. Reports include but are not limited to help desk technician performance reports as well as recommendations for remediation.
- Remediation: deliver (or coordinate the delivery of) training on quality assurance standards and methodologies to helpdesk staff, based on QAs.
Remote User Admin - Level 1
HCL Technologies
09.2009 - 06.2014
- Training/QC/Change Management
- Ensure effective execution of all Training Initiatives for the contact center agents in the GOC. As such, must work closely with SMEs from other Operations’ Centers to ensure effective change management and knowledge transfer between Client, Account Team, and other Global Operations Centers.
- Consistently review Tickets for accuracy & completeness and provide appropriate feedback to corresponding agents
- Engage in QA / QC activities as needed. (QA / QC activities include, but are not limited to, Open / Closed Ticket reviews, QA monitoring / scoring using Voiceprint, live/observe, etc.)
- Consistently maintain a deep understanding of the Client’s business & clinical environment. Ensure that C3i’s Knowledgebase is consistently accurate and update / create KI’s consistently to ensure that ALL content is accurate.
- Consistently search for gaps in existing Knowledgebase content, develop content to close those gaps, and ensure the tool is consistently optimized for ease of use by the Global Operations Center.
- Ensure that the Contact Center agents are consistently aware of all changes to existing policies and procedures.
Education
B. Com -
BBA - Commerce
Monad University
06-2013
Skills
- Leadership
- Team Management
- Process Improvement
- Problemsolving
- Performance Evaluation
- Communication Skills
- Analytical Thinking
- Time Management
- Training and team development
- Lean six sigma yellow belt
- ITIL v3 Certified
Accomplishments
- Received “Employee of the Month” for outstanding performance for the month of Sep 2012 & Dec 2012.
- Received Employee Recognition award for taking highest number of calls in Dec 2009.
- Possess a B1/B2 (Business) Visa to USA valid till 2025, not specific to an organization.
- Handled 6 POA Meetings across various cities in USA.
- Attended multiple workshops on Leadership Skills.
- Attended Workshop on Lean Six Sigma Yellow Belt.
Languages
Languages Known: English, Hindi & Urdu.
Timeline
Technical Specialist
HCL Technologies
11.2016 - 06.2025
Technical Process Trainer / Quality Coach
HCL Technologies
08.2014 - 11.2016
Help Desk Analyst – Level II
C3i Solutions (a HCL Company)
06.2011 - 08.2014
Remote User Admin - Level 1
HCL Technologies
09.2009 - 06.2014
B. Com -
BBA - Commerce
Monad University
Hobbies and Interests
Good written and verbal communication skills, Steep learning curve, ability to adapt and learn tools required for the process, Ability to meet project deadlines under stressful and strained situations, Self-motivated with ability to motivate others to achieve set targets, Technology savvy, Dynamic and result oriented, Participating in Social activities and surfing internet are my keen interests
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