Hi, I’m
Saleemulla Shariff
Bengaluru
Summary
Experienced IT Service Management professional with nearly 10 years in IT Services and over 3 years in leadership roles. Proven ability to lead teams, empower individuals, collaborate with stakeholders, and support seamless service transitions, contributing to a unified IT model. Proactive, goal-oriented, and adept at time management and problem-solving. Known for reliability, adaptability, and a swift capacity to learn new skills. Committed to driving team success and organizational growth.
Overview
9
years of professional experience
1
Certificate
Work History
AtkinsRéalis
GLOBAL SERVICE DESK LEAD
10.2021 - Current
Job overview
- Service Desk Management: Directed daily operations, ensured adherence to KPIs, handled major and priority incidents, managed escalations, and led a team of 45 employees
- Stakeholder and Team Representation: Represented the service desk to stakeholders, maintained high-quality service delivery, and monitored team performance against SLAs
- Hiring and Training: Oversaw hiring, onboarding, and training processes, deployed staff to production environments, and cross-skilled team members
- Process and Documentation: Introduced new services, created process documentation and SOPs, and developed strategic business plans for IT resources
- Customer and Technical Support: Provided user support, resolved customer complaints, collaborated with internal stakeholders, and led technical upgrade projects
- Supported on Major Transition projects and Collaborated on Go-Lives by Ensuring BAU.
AtkinsRealis
Sr. SERVICE DESK ANALYST
04.2019 - 09.2021
Job overview
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Generated reports to track performance and analyze trends.
- Managed High priority Incidents and Escalation management.
AtkinsRéalis
SERVICE DESK ANALYST
02.2018 - 04.2019
Job overview
- Provided first-level technical support to internal employees of AtkinsRéalis
- Supported Microsoft products, Citrix remote connectivity, hardware issues, design applications, and network connectivity
- Delivered initial support and troubleshooting based on Knowledge Base articles
- Responded to calls, chats, and self-service tickets, effectively triaging and resolving technical issues and requests
- Documented issues clearly and escalated to L2/L3 teams for matters beyond service desk scope
- Collaborated with service team members to manage and document customer inquiries, escalating as necessary
- Followed standard service desk processes and procedures, participated in knowledge transfers, and updated new processes
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Hewlett Packard Enterprise (HPE)
SERVICE DESK ANALYST
05.2016 - 02.2018
Job overview
- Company Overview: NETCONNECT PAYROLL
- User Support: Provided first-line technical support to internal and external users via phone, email, chat, and remote sessions
- Ticket Management: Managed incident and service request tickets, taking full ownership from submission to resolution
- Issue Resolution: Resolved hardware, connectivity, OS, Microsoft 365, Outlook, MFA, and business application issues for global customers, including drive mapping, application launching, and OS troubleshooting in AWS workspace VDI
- Administrative Tasks: Handled service account creation, password resets, permissions, deletions, security group access rights, and network drive access
- Customer Satisfaction: Achieved and maintained a 99% satisfaction rating in monthly end-user scoring through effective support and resolution
- NETCONNECT PAYROLL
First Source Pvt Ltd
IT SUPPORT ANALYST
12.2015 - 05.2016
Job overview
- Delivered first-line support for internal employees via phone calls
- Consistently achieved set KPIs and assisted colleagues with technical queries while training new joiners
- Customized existing insurance programs to meet individual client needs by analyzing specific requirements
- Provided comprehensive product knowledge and guidance to assist clients with product selection
- Met with prospective clients to discuss insurance needs and offered tailored solutions
- Handled incoming phone calls to explain product value to prospective customers and support current policyholders
Education
T-JOHN INSTITUTE OF TECHNOLOGYBangalore, KARNATAKA
BACHELOR OF ENGINEERING from ELECTRONICS AND COMMUNICATION
01.2015
BALDWIN'S POLYTECHNICBangalore, KARNATAKA
DIPLOMA from ELECTRONICS AND COMMUNICATION
01.2011
Skills
- Team Leadership
- Employee Empowerment
- ITIL Methodology
- Data Analysis and Reporting
- Knowledge Base Administration
- Major Incident and Escalation Management
- Stakeholder Engagement
- Service Transition Support
- Organizational Leadership
- User Experience Management
Certification
- ITIL V4 Foundation Certificate in IT Service Management
- ITIL 4 Specialist Create, Deliver and Support Certificate
- Cloud fundamental and Cloud Architecture
Accomplishments
- Consistently enhanced KPI performance with a proven track record.
- Effectively resolved touch rate issues, contributing to improved utilization.
- Conducted thorough headcount analysis and coordinated vendor management.
- Committed to optimizing service delivery and maintaining high customer satisfaction standards.
- Awarded Emerging Star for the year 2023-2024.
- Recipient of the 'Above & Beyond' award.
- Rated as an Outstanding Performer for the year 2023-2024.
- Received Business Appreciation for successful stakeholder collaboration.
- Organized and hosted an IT Townhall, representing IT Service Delivery to leadership.
- Represented IT Services to Board of Directors.
Languages
English
Hindi
Kannada
Tamil
Timeline
GLOBAL SERVICE DESK LEAD
AtkinsRéalis
10.2021 - Current
Sr. SERVICE DESK ANALYST
AtkinsRealis
04.2019 - 09.2021
SERVICE DESK ANALYST
AtkinsRéalis
02.2018 - 04.2019
SERVICE DESK ANALYST
Hewlett Packard Enterprise (HPE)
05.2016 - 02.2018
IT SUPPORT ANALYST
First Source Pvt Ltd
12.2015 - 05.2016
BALDWIN'S POLYTECHNIC
DIPLOMA from ELECTRONICS AND COMMUNICATION
- ITIL V4 Foundation Certificate in IT Service Management
- ITIL 4 Specialist Create, Deliver and Support Certificate
- Cloud fundamental and Cloud Architecture
T-JOHN INSTITUTE OF TECHNOLOGY
BACHELOR OF ENGINEERING from ELECTRONICS AND COMMUNICATION
Professionaloverview
Experienced Global Service Desk Lead with 9 years in IT Services and over 3 years in leadership and management. Proven ability to lead teams, empower individuals, collaborate with stakeholders, and support seamless service transitions, contributing to a unified IT model for the organization.
Personal Information
Date of Birth: 08/09/91
Professionaloverview
Experienced Global Service Desk Lead with 9 years in IT Services and over 3 years in leadership and management. Proven ability to lead teams, empower individuals, collaborate with stakeholders, and support seamless service transitions, contributing to a unified IT model for the organization.
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