Shaik Abdul Naheed
Bangalore
Summary
Dedicated IT Service Management professional, ITIL V4 foundation certified with extensive experience in ITIL Incident Management & Problem Management. Proven track record of optimizing incident resolution processes and enhancing system efficiencies, leading to improved operational continuity. Expertise in diagnosing complex issues and implementing effective solutions while maintaining high service quality standards. Aiming to utilize advanced technical skills to drive incident management improvements within a forward-thinking organization.
Overview
10
10
years of professional experience
Work History
Sr System Analyst, Incident/Problem Management
NEC Corporation
Bangalore
08.2020 - 10.2024
- Company Overview: Client: 7-Eleven. As an IT Operations Specialist at 7-Eleven Inc., I am instrumental in optimizing IT operations and enhancing system reliability. My role involved:
- Root Cause Analysis (RCA): Analyzed defects and bugs, reducing daily incident tickets by 20%.
- Managed major incident management calls, restoring service within 45 minutes on average.
- Cross-Functional Support: Provided incident, problem, and knowledge management on the ServiceNow platform, boosting productivity by 30%.
- Monitoring incidents to ensure the incidents are resolved within the SLA.
- Review trend analysis to conduct proactive problem management and eliminate recurring issues.
- Investigate and analyze the root cause of incidents and problems, and develop effective solutions to prevent recurrence.
- Coordination of technical restoration actions and plans via email, messaging, and updating of P1 tickets in ServiceNow too.
- Initiate and handle bridge calls with technical and network teams to ensure a resolution.
- Providing updates and communication to senior management on the status of P1 and P2 incidents.
- Coordinate and lead cross-functional teams in the resolution of major incidents and problems, ensuring effective communication and collaboration.
- Daily, weekly, and monthly SLA reporting and dashboard monitoring in ServiceNow.
- Monitor and manage all incidents and problems within the organization, ensuring timely resolution and minimal disruption to services.
- Develop and maintain incident and problem management processes and procedures, ensuring alignment with IT service management best practices.
- Conduct regular reviews and audits of incident and problem processes to identify areas for improvement, and implement necessary changes.
- Develop and maintain a knowledge base of known errors, workarounds, and resolutions to facilitate efficient problem resolution.
- Provide regular reporting and analysis of incident and problem management metrics to stakeholders and senior management.
- Team Leadership: Supervised 15 team members, enhancing productivity by 30% through effective training and knowledge transfer (KT).
Sr. Quality Evaluator
Convergys / Concentrix
Bangalore
11.2017 - 08.2020
- Company Overview: Client: AT&T, Dallas, Texas, U.S.
- Delivered customer service solutions for AT&T Mobility branches in Quezon, Glorietta, and Bogota.
- Collaborated closely with Team Leader, Trainer, and Operations Manager to enhance site scores and ranking.
- Conducted weekly calibrations with team leads and trainers to ensure process alignment.
- Facilitated collaboration with the Assignment Team.
- Work on applications like Verint (Recording Tool), My CSP (AT&T CRM), KIC Care, and Vest Payment.
- Assessed Team Leader's and Trainer's performance metrics, offering pertinent feedback to ensure current operational standards.
- Projected data for three locations, offering actionable plans for enhanced site efficiency.
- Analyzed data monthly and developed strategic plans.
Service Support Representative 3A
Unisys Global Services India
Bengalore
11.2014 - 08.2017
- Company Overview: Client NEC 7/11
- B2B process, mediating between the client and technician
- Logging tickets for clients
- Scheduling & part ordering for 7/11 stores and handling escalations
- Have a very good knowledge on SRMS Client (2.6)
- Worked on FSM (Field Service Management)
- Train and monitored new hires on the NA & APAC project
- Closely monitoring SLA in order to continue smooth transition of the CSAT
- Making daily handover reports for clients such as EMC (US&C), Netapp
- Client NEC 7/11
- Awarded & Recognized as Quick Learner in the Quarter of the career in Unisys
- Achieved 2 consecutive Best Performer award
- Recognized as a Top Achiever with Minimal Assistance
Education
BCom - Entrepreneurship & Management
Jain University
Bangalore01.2013
12th - Accounting And Finance
St. Joseph’s Pre-University College
Bangalore01.2010
10th - SSLC
STRACEY MEMORIAL HIGH SCHOOL
Bangalore01.2008
Skills
- Microsoft Excel
- Microsoft Office
- ITSM
- Stakeholder management
- Salesforce CRM
- ServiceNow Administration
- Salesforce CPQ
- PostgreSQL Database Management
- Incident detection
- IT service management
- ITIL V4 Foundation certified
- Incident management
- Service level management
- Escalation management
- Service desk management
- Problem management
Accomplishments
- Awarded & Recognized as Quick Learner in the Quarter of the career in Unisys.
- Achieved 2 consecutive Best Performer awards.
- Recognized as a Top Achiever with Minimal Assistance.
- Promoted as Quality Evaluator within a year and Sr Quality Evaluator based on performance.
Hobbies and Interests
- Playing Cricket
- Computer Gaming
- Go Karting
- Watching Movies
- Music
Disclaimer
I hereby declare that the above-mentioned information is correct, up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Technicalproficiencyandskills
Windows 98, Windows 2000, Windows XP, Windows Vista, Windows 7, Windows 8, Windows 8.1, Windows 10, Microsoft Excel, Microsoft Office, ITSM, Omega 5, Salesforce CRM, Service Now, ITIL V4 foundation certified, Salesforce CPQ, Basic knowledge on Postgre SQL, https://trailblazer.me/id/snahid
Personal Information
- Father's Name: Shaik Abdul Nayeem
- Date of Birth: 06/03/92
Languages
Hindi , English , Kannada , Urdu
Languages
English
First Language
English
Upper Intermediate (B2)
B2
Timeline
Sr System Analyst, Incident/Problem Management
NEC Corporation
08.2020 - 10.2024
Sr. Quality Evaluator
Convergys / Concentrix
11.2017 - 08.2020
Service Support Representative 3A
Unisys Global Services India
11.2014 - 08.2017
BCom - Entrepreneurship & Management
Jain University
12th - Accounting And Finance
St. Joseph’s Pre-University College
10th - SSLC
STRACEY MEMORIAL HIGH SCHOOL
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