Mohd Junaid Akbani

Responsible to fulfill customer expectations (especially SLA fulfillment) and management of customer complaints or escalations in area of Problem Management process, mainly by following orders and way of working defined by Customer Service Management, represented by Customer Service Manager, in order to deliver best-in-class quality service.

Active collaboration with (Major-) Incident and Change Managers as well as other process roles for efficient service delivery.

Cooperation on transitions and project activities for onboarding new or ramping down obsolete products or services.

Management of lifecycle of Problem records, opening and management of pro-active Problem records, mainly based on trend analyses with responsibility on proper Root Cause Analysis (RCA), Preventative Actions management and Problem Closure

Identifying and coordinating Problem's resolver groups, responsible for planning and performing a Problem board

• Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.(POS Software and hardware devices for SHELL UK/South Africa Market)
• Extended analysis to assist technology team efforts to escalate and resolve issues.
• Tracked KPIs and created continuous improvement plans.
• Analyzed and developed service goals for in-bound call center.
• Developed and implemented training initiatives for new hires.
• Identified key technology defects to streamline problem resolution.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

• Established and implemented policies, procedures and technologies to support system integrity.
• Proposed and created system design models, specifications, diagrams and charts to provide direction to peers.
• Liaised with production support team to coordinate production issues and opportunities for improvement.
• Leveraged third-party applications and middleware to develop integrations.
• Recommended system modifications to improve efficiency, reliability and performance.
• LSMR (OSS-RC) Administration, Configuration, commissioning, Integration of E-Node-B (LTE) in 2300, 1800 And 850 MHz Band
• Digital Unit migration, traffic shifting (CDU TO RDU swap) from high capacity D.U. to low capacity D.U. Grow and De-Grow of 2300MHZ, 1800MHZ, 850MHZ (TDD+FDD)
• Software and firmware Up gradation (6.0.0&6.1.0&7.0.0,7.5.0) of E-Node-B from LSM-R
• Trouble Ticket (TT) HPSM management , RMA raised against requirement & Planned Events and Credentials raised against requirement

• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Used Microsoft Word and other software tools to create documents and other communications.
• Maintained excellent attendance record, consistently arriving to work on time.
• Led projects and analyzed data to identify opportunities for improvement.
• Monitored company inventory to keep stock levels and databases updated.

• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Served as primary point of contact for support relating to owned solutions and products.
• Met with team personnel to share details of discovered issues and recurrent custom complaints.
• Provided guidance on installing and integrating new hardware components and software to remote clients.

• Maintained energy and enthusiasm in fast-paced environment.
• Developed and maintained video contents on multiple online video platforms like editing and uploading contents over youtube channels.
• Prepared variety of different written communications, reports and documents.
• Improved operations through consistent hard work and dedication.