Munshi Younus Pasha

Accomplished professional with extensive experience in incident management and technical consulting. Successfully led service desk operations at Optum Global Solution, enhancing client relationship management and process improvement. Proficient in ITIL framework and root cause analysis, driving a 20% increase in efficiency. Adept at problem solving and fostering collaborative environments. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

• Leading IT Support Team of 21 and delivering the measurable improvement in efficiency customer satisfaction to achieve a 20% increase in project delivery efficiency by refining the 20% in resolution time by implementing the automation process in creating the Mailbox Distro and Security groups in ITSM.
• Hands on Experience in AD, O365 admin Azure AD admin portal, Microsoft Entra ID.
• Customer service Conflict resolution, Time and Team Management.
• ITIL practices in Incident Management, prioritizing the ticket based on SLA’s Priority 1 and Priority 2.
• Adhering the Company policies, Creating and Managing the User and Admin accounts in Active Directory, Azure AD Admin portal, MFA, Assigning License’s based on the business justifications.
• Taking ownership of Recurring incidents and documenting in Service catalog to avoid the average response and resolution time, managing them as per priority using Service now tool.
• Managing the records of Employees and Contractor records to avoid the security norms as per the Organizations structure.
• Team handling and Approvals after verifying the mandatory Security software’s for Off boarding and On boarding Employees.
• Handling ITSD analysts and Group owners for outage alerts when there is a multiple user impact based on the Application or Service severity, we open bridge calls and involve experts in conference.
• Spun up the priority tickets based on head count of users or Importance of the application to organization (How it impacts to the business).
• When there is on-going CHANGE if any service is interrupted, we involve the respective team to interfere with the War-room.
• PAGING Concepts -Paging Workgroup’s, Based online of business and CMDB tool in service now we run the bride calls.
• Ticketing Tool: Service now, HPSM, Pulse ICRM, Affinity.
• Having experience as Associate Networking support Voice Engineer with about 1.7 years of experience Routing & Switching.
• Created & implemented new processes, IT policies, manuals & SOPs to govern internal IT services.
• Auditing tickets on Daily manner and drive them to quality parameters.
• Handling Escalated tickets and identifying the root cause proactively with Respective team experts and drive them to closure.
• Developed workflow reports and shared the same with clients/senior management.
• Formulated project plans as per the set targets, resource changes and operational specifications.
• Identified & resolved problems/roadblocks in coordination with team members & stakeholders.
• Mapped competencies and provided technical training & personal development sessions to team members.
• Developed & modified technology frameworks, strategies & roadmaps as per requirements of cross-functional teams.
• Implemented continuous improvement measures in coordination with Stakeholders & Service Owners with focus on maximizing efficiency and resolving technical issues within defined time environment.
• Headed a team of 22 members including 10 Tier-1 Engineers, 6 Tier-2 Engineers and 2 Program Leads.
• Mentored performance of team members to ensure efficiency in process operations.
• Defined service standards, governance structure, best practices that serve as benchmark for excellent service delivery.
• Worked as associate engineer in Reliance JIO. As a State Operations Circle Lead. (A.P) as a Network Engineer.
• Good Knowledge on - IT security practices.

• Good Knowledge of AD, Office 365, Admin Azure Fundamental, Citrix and SCCM Clean up activity.
• Directed business operations by formulating IT strategies and deploying, automating, managing & maintaining Next-gen IT System and monitoring applications to ensure availability, performance, scalability and security.
• Rich experience in analyzing risks, ensuring compliance to IT standards & designing security solutions that support organizational objectives; competent in analyzing ecosystems to identify risks pertaining to organizational IT policies, business continuity readiness and process flaws.
• Handling the outage alert calls and running Bridge calls (War-room).
• Experience in IT Infra Management, Service Delivery & Digital Transformation involving Program & Portfolio Management, Technical Excellence and People Management.
• Paging requests and CHG management.
• Good knowledge on LAN and WAN Networking.
• Provides one-on-one end-user problem resolution over the phone for user approved Personal Computer (PC) software.
• Experience in DHCP, AD, DNS and IP routing.
• Hands on experience in Network setup.
• Able to work independently and within a team-spirited environment.
• Quickly respond priority level tickets in time.

• Handling team of 20+ members in shift basis on their day to day activities and CSAT improvement in Service desk (Technical Support) and Incident Management in Optum Global solutions.
• Conducting weekly catch-up meetings to provide the extend support with bright ideas, strengthen the SLA’s with thorough documentation, Incident tracking and Contingency plans.
• Catching up with team on regular basis to give or take outputs from the team for better team building and providing them feedback which makes them help in the carrier improvement.
• Conducting weekly catch-up meetings to provide the extend support with bright ideas.
• Posting the updates in Trending portals and following up with the team and handling CHG tickets of risk and impact Risk Assessment, Risk calculations, Planning, Security analysis and planned duration.

• Rewarded as Commitment for the completion of the task within deadline for Troubleshooting Wi-Fi Secure impacts and maintaining track sheets and Operations.
• Customer Obsession Award thrice for excellent customer service skills and improving customer experience with Optum.
• A Leader with experience in managing 22+ members across global team and maintaining deliverables as per the defined guidelines & client requirements along with elevating CSAT for operational excellence through training & automation.
• Received Aquamarine and Topaz awards for best employee and commitments for handling call queue and managing the outage Alerts.
• Good understanding skills and very keen in playing active role and participation.

• Telugu
• English
• Hindi

I hereby declare that the above written particulars are true to the best of my knowledge and belief.

• Good verbal & written communication skills.
• Fast learner & good analyzing power.
• Confident, flexible & responsible.
• Team coordinator.

• Father's Name: M Ilyas Pasha
• Date of Birth: 07/23/92
• Gender: Male
• Nationality: Indian
• Marital Status: Married