Mujahid Ahmed
Bangalore
Summary
Seasoned Quality Analyst with over 10 years of experience in technical support, incident management, and process improvement. Currently focusing on Learning Management Systems (LMS) and Learning & Development (L&D) operations. Leverages data-driven insights and needs analysis to design and implement learning programs that enhance adoption and operational performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
QUALITY ANALYST
Hewlett Packard Enterprise
Bangalore
06.2022 - Current
- Led end-to-end internal improvement projects: defined scope, developed detailed plans, tracked deliverables and reported to leadership to ensure timely, quality outcomes.
- Executed operational rollout readiness, conducting needs assessments, preparing UAT criteria, developing training plans, and delivering virtual/in-person sessions to enhance user adoption.
- Conducted needs assessments, process audits, and impact analyses to evaluate solution feasibility and prioritize opportunities; translated findings into business requirements and recommended implementation roadmaps.
- Designed concise learning assets—runbook, checklists and quick-reference guides—aligned to updated triage and escalation workflows, yielding fewer SLA breaches and improved MTTR.
- Developed KPI frameworks and executive dashboards (Power BI/Excel) to track training completion and competency gains, refining content and delivery based on insights.
- Coached regional teams on standardized templates and processes, ensuring consistent learning outcomes and scalability.
- Monitored governance and risk controls by identifying risks and issues, developing mitigation plans, and escalating to leadership.
TECHNICAL SUPPORT ENGINEER
Hewlett Packard Enterprise
Bangalore
08.2021 - 02.2022
- Managed outage resolution with accounts team, L3 team, and outage engineers, restoring service and minimizing downtime for clients.
- Provided troubleshooting and hardware support for HPE 3PAR storage systems.
- Coordinated configuration changes and maintenance activities with L2 Team, ensuring continuous network uptime.
- Ensured client satisfaction during service delivery by researching, diagnosing issues, and implementing effective solutions.
- Delivered technological solutions using internal and external resources, meeting service deadlines and enhancing overall client experience.
- Followed standard practices for escalating unresolved issues to appropriate internal teams.
CRITICAL EVENT MANAGER
Hewlett Packard Enterprise
Bangalore
01.2017 - 07.2021
- Acted as the primary contact for major clients including CERNER, BOEING, and ALLSTATE.
- Monitored and responded to key customer requests, acting as subject matter expert to enhance service delivery.
- Led process reengineering initiative to streamline end-to-end service processes, facilitating improved communication across ten departments.
- Created staffing rosters to provide adequate support and managed escalations while maintaining accurate attendance records.
- Conducted workload assessments and developed operational procedures to optimize team effectiveness.
CUSTOMER SUPPORT RE-ENGINEER
Hewlett Packard Enterprise
Bangalore
11.2014 - 01.2017
- Applied client service re-engineering methods to enhance customer satisfaction and loyalty.
- Utilized tools to provide accurate, complete information, enhancing client trust and support experience.
- Built rapport with customer support engineering team and European clients to expedite resolution of technical issues.
- Engaged UK&I (EMEA & APJ) clients to troubleshoot and resolve SNA and TCP/IP networking software configuration issues.
Education
BBM - MARKETING
Bangalore University
Bangalore, India06-2015
Skills
- SQL and Qlik Sense
- Salesforce and ServiceNow
- Microsoft Office Suite
- Slack communication
- Process improvement
- User acceptance testing
- KPI development
- Data analysis
Certification
- PMP (Project Management Professional)
- Lean Six Sigma Yellow Belt
- HPE Kaizen Project (Onsite SLD, PPMD)
- Business Optix Academy - Power User (BPM)
- Information Technology Infrastructure Library V4 Fundamental Certified (ITIL)
- Completed AWS Cloud Foundation certification
- ServiceNow ITSM Process
Awards
Extra Miler, 2015 - 2022, Have been awarded twice for going Top Performer and thrice Extra Miler.
Timeline
QUALITY ANALYST
Hewlett Packard Enterprise
06.2022 - Current
TECHNICAL SUPPORT ENGINEER
Hewlett Packard Enterprise
08.2021 - 02.2022
CRITICAL EVENT MANAGER
Hewlett Packard Enterprise
01.2017 - 07.2021
CUSTOMER SUPPORT RE-ENGINEER
Hewlett Packard Enterprise
11.2014 - 01.2017
BBM - MARKETING
Bangalore University