Syed Abbas

Role

· IT Consultant with Department of IT (Jammu and Kashmir Government). Jan 2014 through ITA Technologies Pvt Ltd. Worked as Senior Technical Account Manager.

· IT Consultant for Motion Imager Since June 2021.

• Served as trusted business and technology advisor
• Maintained excellent healthy business relationships resulting in exceeding year over year service revenue
• Reduced downtime and eliminated the risk of data loss
• Implemented Asset management, their life cycle management
• Developed and executed strategies that expanded services
• Worked closely with Customer executives to identify new business opportunities and implemented new technologies
• Served in the team to help enterprises security solutions
• Collaborated with cross functional teams and contributed significantly to sell 50 Million dollar enterprise agreement
• Managed multi site cloud infrastructure projects while managing risks for various networking computing options
• Helped define use cases and delivery, streamlining process from weeks to hours using ITIL and various automation
• Identified opportunity by showcasing service offerings and solutions as relevant to customer/s business objectives and recognized on multiple occasions for outstanding services
• Supervised and mentored various technical account managers.

Achievements

• Smart Classroom solutions with unified communication setup in different schools
• State Wide Area Network (SWAN) is one of the core pillars for ushering digital initiatives in e-Governance space in the country. SWAN aims to create a dedicated converged network for Data, Video & Voice communications throughout the UT of J&K
• It intends to provide better governance by ensuring reliable communication network for secured and high-speed connectivity
• The aim is to connect all Block Headquarters (BHQs) to the State Headquarters (SHQs) through District Headquarters (DHQs) and hence will provide vertical connectivity by establishing Point of Presence at State, District and Block Level it will also facilitate horizontal connectivity at District & block level.
• Digitization of Records: The paper data being used or kept in records of the Civil Secretariat is roughly estimated at 200 Million pages.All these pages exist in files of several departments that work from the Civil Secretariat
• Wi-Fi Project Civil Secretariat Jammu.: In order to provide best internet facility at Civil Secretariat Jammu, ITD prepared the tender document for setting up Wireless (Wi-Fi) Networking infrastructure using state of the art networking equipment and Access points. The following was the envisaged scope of work To Implement Wireless (Wi-Fi) and wired Networking at Civil Secretariat, Jammu
• To supply, install and commission the entire networking IT Infrastructure. To supply, install and commission Intra building STP CAT6/UTP/ Fiber structured cabling Network
• To rollout the Wireless (Wi-Fi) Network including user creation/deletion/updating/provisioning/tracking/security/overall Wireless (Wi-Fi) and wired Network Management and handover to user department
• Digitization of Demarcation of Forest Records : The Jammu and Kashmir e-Governance Agency, ITD digitized approximately 1.00 lac records of demarcation of the Forest Department and a document management system has been completed and hosted at the State Data Centre
• E-Public Distribution System (e-PDS) : Under the scheme JaKeGA was entrusted to digitize approximately 1.9 Million ration cards for the FCS&CA department. The Project has successfully completed the digitization of Ration Cards and data has been uploaded at the NIC server
• Automation of Jammu Development Authority
• Capacity Building: training separately for gazetted and non-gazetted employees of “Information & Communication Technology”
• Livelihood Management & Tracking System for Self Help Groups (SHGs) of J&K Rural Livelihoods Mission, RD&PR : Online tracking of micro level activities at SHGs
• Online analysis livelihood patterns among SHG members, Online MI, UT Dashboard: web-based dashboard for Government of J&K. To reflects performance of various schemes/initiatives of all the departments of J&K. Various key statistics/KeyPerformance Indicators (KPI) of concerned departments will be published in the Dashboard
• Set up Service Desk and NOC for the Govt of JK with a dedicated helpline. Which enables them to capture grievances online, On Telephone, and on Chats
• Digitalized Library: Digitalized almost 10,000 library books from hard to soft copy for the project taken from Vertical Planet IT & BPO Solution INC from

Role

• Manage IT Infrastructure Services like Service Desk, Desk Side Support, Incident Management, Active Directory, Blackberry, Exchange and Single Sign on for user base of more than 19K
• Manage HP Business Suit (HPSM, HPNAS, HPSAS, HPBAC, HPPI, HPCA & HPOM) for NOC Monitoring, Patch Management, Alert Mechanism, Reports and Services of Servers in the organization
• Provided strategic road map for ensuring smooth end user support
• Guidance for Automation
• Asset Management
• User Access Management
• NOC Management
• Ensure security compliance in the End User Machine
• Deploy and implement best practices on Project Delivery, Network Infrastructure & IT security
• Vendor Management, Business Engagement, Supported Cross functional activities in the outsourced model
• Performance monitoring of IT partners
• Managed very large teams including outsource partner's 500 people on various Circle site and at the Centre.

Achievements

• Rolled out Service desk from Scratch on the framework of ITIL V3 including key IT processes and their respective KPI’s
• Enforced metrics based reporting to monitor the effectiveness and maturity of the laid down processes
• Implemented SLAs/KPIs with our outsource partner in various areas of Service Desk, Incident Management, Problem Management and Desk Side support, which has had led to significant improvement in CSAT scores
• Played a pivotal role in executing Uninor Access Management process
• This was required as a part of SOX initiative driven by the group company Telenor
• This has also helped IT to have a strong access control mechanism and to provide increased assurance to internal stakeholders
• Implemented email and SMS alerts for all business critical systems
• This initiative has ensured prevention of most of the major incidents
• Implemented communication framework at the time of major incidents to bring transparency to business stakeholders on the incidents, which have business impact, in a standard format
• Designed Critical Support group for Top Management to provide seamless IT support and faster resolution
• Rolled out complete HP Business Suite (HPSM, HPNAS, HPSAS, HPCA, HPBAC, HPPI, HPAM and HPOM) to automate software distribution, Patch Management, Report Management, Asset Management, Trouble Ticket tool and NOC monitoring
• Designed and implemented the OU structure of AD architecture and integrated same through IDAM (Identity and Access Management), which ensured automation of IT formalities at the time of on boarding and off boarding of employees
• Further, also integrated all the critical applications through Single Sign on (IDAM) which ensured complete life cycle of User Access Management
• Implemented Blackberry enterprise service for Uninor
• Deployed CF1 Remote support, which has drastically decreased the turnaround time of ticket resolution and increased the FCR to 80 % at IT Service Desk
• Catered to all the internal and external customers through voice, email and web portal
• Saved 36 million INR in a year by using re-furbished cartridges in turn saving environment (Green IT)
• Rolled out applications like Self Care, which empowered users to reset password, unlock AD account, Increase performance of Desktop/Laptops, Creation of PST, Set mail Archives, Installation of Software, Anti Virus and Printers on their own by reducing Tickets significantly which get logged at ITSD
• Rolled out preventive maintenance tool that ensured security compliance in the Laptop/Desktops and has self healing capabilities
• Rolled out Desktop/Laptop agent for centralized backup for users for critical data backup
• Designed the Circle IT Support for end users with a ratio of 100:1 as per the industry best practice which ensured local desktop side support
• Exceeded the expectation of management on additional tasks entrusted to me.

Role – India

· Manage the Central IT Helpdesk for Internal users through voice, web and email for the user base of 100K.

· Managed very large teams including outsource partner's (IBM Associates) 2000 people on various Circle site and at the Centre.

· Roll out Pan India End User Service projects.

· Provide seamless IT Support to end users.

· Manage NWSM (Network Workstation Management- Asset Management) for PAN India

· Provide an integrated set of preventive, self-enablement and assisted-support technologies—as well as onsite support—designed to provide one-on-one assistance to users.

· Ensure the scalability and up time of infrastructure and applications at the Circles.

· Drive the implementation of end user related controls of BISP (Bharti Information Security Policy).

· Manage the Call Centre setup for enhanced customer experience.

· Manage circle billing.

· Handle Central-Hub IT initiatives at the circle, which included rolling of best practices within the organization.

Achievements – India

· Reduced payout for the Outsourced Call Centre by reducing call to CSR (Customer Service Representative) in Srinagar by having certain resolution in the IVR itself for Self Care purpose.

· Rolled out application of Leave Management through SMS for J&K which empowered employees to apply, check leaves through phone.

· Automation of PRMS (Prepaid Management System) PRMS automation which involved Barring and unbarring of prepaid customers reaching the threshold daily and monthly and daily count (Customers Calling IVR)

· Prepaid Flash Unbarring which unbars customer instantly through SMS (Which was replicated Pan India and increased CSAT)

· Lapu (Prepaid top-up application) Retailer balance alert through mail / SMS. The Business objective of this application is to inform the ZBMs and Distributors about Lapu closing Retailer’s balance through mail. Distributors and FOS can also find exact balance of the retailer through SMS sent on 484. It has helped in better planning of Lapu Sales. (Replicated Pan India)

· SMS Based utility for capturing of Marketing Promotions response to serve customers better.

· PCO Portal: It provided customer level key KPI of balance, grace & validity at distributor level. It provides a place to post latest promos. It provides the segregation of PCOs on ARPU basis. Distributor can therefore, focus on preventing grace entry Preventing low balance & hence business can prevent churn & FCT (Fixed Calling Terminal) loss by monitoring days in Grace. It gave distributor the power of data – hence empowering every FOS with data on daily basis-taking data to grass roots. (Replicated Pan India)

· MSC TT file converter tool for CDR analysis. This tool had helped Revenue Assurance dept. for end to end analysis of TT file (Switch, Mediation, Billing and Intec). Utility converts raw MSC TT file into readable and tabular format for analysis. Prior to this, such analysis was not possible due to the absence of this tool.

· CDR file reconciliation tool. This tool helps in reconciling CDR files between Mediation and Data warehouse. It checks for the duplicity and missing files. Prior to implementation of this utility, business users (Marketing & Finance) were complaining about unusual spikes in reports. This utility has helped in accurate and reliable VAS and MOU reporting for business users.

· ISD on demand through SMS, Customer could send SMS to a short code to activate ISD on demand which generated more revenue for the organization.

· PCN Automation (Product Configuration note) an online portal through which we could raise new product configuration and same goes to approval authority through workflow engine which ensured there was no paper work involved and same is alerted through email trigger.

· Refund Utility for refund processing and closing of account in Billing System.

· HR online: Utility which gave complete visibility of Salary, Leave and request leaves over the mobile phone for employees.

· Flash Reconnection of Postpaid which allowed reconnection of postpaid customers which may have got barred due to system issue over the SMS which increased CSAT.

· Played stellar role in the Green Field Project for J&K which included designing the complete IT Support structure for IT Users and our outsourced call centre partner.

· Developed application which empowered user to reset and unlock password over the phone (mPass) which eliminated 15000 Tickets which used to get logged at Central IT Helpdesk.

· Rolled out remote support group through (Ayudame) for Faster Resolution with Average Resolution time of 2 Hours.

Role - Seychelles

• Manage billing.
• Manage the IT budget and building a robust technology team for overseeing the application Development / Support, Infrastructure, Operations, Project Office as well as Project Management.
• Provide strategic direction on infrastructure related to upgrades both from systems and network.
• Deploy and implement best practices on Project Delivery, Network Infrastructure & IT Security.

Achievements – Seychelles

· Designed and implemented TSISP (Telecom Seychelles Information Security Policy), which is mapped with the ISO 27001, and the related procedures.

· Defined basic hygiene requirements for workstations and servers to drive compliance.

· Drove vulnerability management initiative in the organization. This has helped in reducing the high risk vulnerabilities from 750 to none in the organization.

· Modified the Network architecture of TSL to a more compliant one and in line with Information Security Policy.

· Migrated the old billing system from Ushacom to Eulogy developed by Bharti Telesoft Ltd to more robust billing platform.

· Applied the concept of MIS to measure business and IT performance.

· Implemented High Availability by installing redundant equipments & implemented OLAs with internal departments ensured faster turnaround time and better resilience in the system.

· Achieved Satisfaction Score in the External IT Audit conducted by Control Solutions.

· Introduced new services like Blackberry Enterprise Service, Pretups, Missed Call Alerts, Caller Ring Back Tone & VMS to generate more revenue in the market which has near 100% penetration.

· Implemented LAN Zoning which was missing in the organization to have better compliance and secured network.

• · Imparted training for the all new Associates and old Associates which includes:
• · HP's & Linksys - Processes
• · Troubleshooting of Laptop's desktop's Hardware, Printer and Cartridges, Wireless equipments, SOHO, Routers, Wireless Music Centers, Wireless game adapters and wireless printers.
• Trained more than 2000 new Associates.

• · Administrate WinNt/Win2000 Servers, Router, Switches & LAN of the organization.
• · Provide internet connection to the customers of Forum InfoTech (ISP).
• · Install various software, troubleshooting, and trained users about various application software.
• · Maintenance of IBM e-server.
• · Installation of all kinds of peripherals (Hard Disks, Keyboard, Mouse, Motherboard & cards (Network Interface Cards, Display Cards, Sound Cards, etc.). Configuring Cisco Routers 1700, 2600. Wireless Installation.
• · Configured RAS service.
• · TCP/IP setting for different ISP's. Creating Users and User rights, Managed System Policy Editor, Took weekly backup on Tapes /Cd's.