SHAIKH SADDAM HOSSAIN
Project Management IT Service
Bhubaneswar
Summary
Experienced IT Service Management and Project Management professional with over 12 years of expertise in IT operations, service delivery, and CRM applications. Skilled in managing ITSM tools such as ManageEngine, JIRA, and PAM to ensure operational excellence. Demonstrated proficiency in incident management, SLA adherence, and stakeholder coordination for large-scale IT projects. Successfully delivered end-to-end IT support for enterprise clients, including AL Etihad Credit Bureau of Dubai. Currently seeking opportunities in ITSM project management, IT service, and IT support or service delivery management roles.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
8
8
Certifications
Work History
IT Service Specialist
Tata Consultancy Service
Bhubaneswar
2024.09 - Current
- Manage IT Service desk operations and user management using ManageEngine.
- Oversee pre-production ticket workflows in JIRA, ensuring seamless issue resolution.
- Verify customer data security via PAM.
- Oversee end to end Microsoft Dynamic 365 CRM monitoring to ensure seamless operations and issue resolution.
- Manage and resolve technical and non-technical customer issues related credit score and credit report purchases by coordinating with internal teams.
- Handle Data Correction requests, liaising with financial institutions, third party vendor, telecom providers, and legal entities to ensure accurate and timely updates.
- Prepare and present PMR decks and reports for senior management to support strategic decision making.
- Drive process improvement initiatives and SOPs to enhance operational efficiency and Service quality.
- Lead and manage a team, ensuring effective task allocation and performance monitoring.
- Develop and maintain various customer and internal reports (monthly, quarterly) based on project requirement.
Project Manager
Tata Consultancy Services
Bhubaneswar
2015.11 - 2024.08
- Successfully managed 50+ projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Monitored project progress, identified risks and took corrective action as needed.
- Reduced project costs, negotiating contracts with suppliers and optimizing resource allocation.
- Enhanced project delivery times by streamlining communication channels between development and operations teams.
- Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
- Led cross-functional teams to successful project completions, improving team cohesion and productivity with effective leadership strategies.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Coordinated material procurement and required services for projects within budget requirements.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
Senior Operation Executive
Core Integra Consulting Services Private Limited
Bhubaneswar
2011.12 - 2015.10
- Executed policies and procedures to improve day-to-day operations
- Examined work environments to determine adequacy and safety
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Trained and guided team members to maintain high productivity and performance metrics.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
Customer Care Executive
Firstsource Solutions Limited
Bhubaneswar
2009.06 - 2010.07
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
- Managed approximately 100+ incoming calls emails per day from customers.
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
Master's - computer application
2010.01 - 2013.01
Hardware and Networking Professional Course - Computer Hardware
2011.01 - 2012.01
BCA - Computer Application
2009.01 - 2011.01
Skills
Expertise in developing detailed project plans
Strong ability to engage with stakeholders
Competent in maintaining comprehensive project documentation
Ability to identify, assess, and respond to potential cybersecurity threats and vulnerabilities
Understanding of incident response protocol
Knowledge of network security protocol
Basic knowledge in setting up and managing VPN connections
Proficient in configuring and customizing Microsoft Dynamic 365 CRM Sales Management
Expertise in configuring dynamic 365 customer service
Certification
Certified Network Professional from Jetking
Accomplishments
- Service & Commitment Award.
- TCS iON - Commitment Award.
- ION - Star of the Quarter Award.
Personal Information
- Passport Number: V9492634
- Marital Status: Married
Timeline
IT Service Specialist - Tata Consultancy Service
2024.09 - Current
Project Manager - Tata Consultancy Services
2015.11 - 2024.08
Senior Operation Executive - Core Integra Consulting Services Private Limited
2011.12 - 2015.10
Jetking - Hardware and Networking Professional Course, Computer Hardware
2011.01 - 2012.01
Utkal University - Master's, computer application
2010.01 - 2013.01
Customer Care Executive - Firstsource Solutions Limited
2009.06 - 2010.07
NIIS Institute of Business Administration - BCA, Computer Application
2009.01 - 2011.01