Summary
Overview
Work History
Education
Skills
Websites
Training
Passions
Timeline
Generic

SYED HABEEB TALHA

Hyderabad

Summary

Proactive professional with extensive experience in optimizing processes to enhance efficiency, productivity, and revenue. Skilled business consultant with comprehensive knowledge across marketing and operations. Strong leadership abilities combined with critical-thinking skills drive impactful results.

Overview

10
10
years of professional experience
14
14
years of post-secondary education
2
2
Languages

Work History

Senior Service Delivery Analyst

Axiom Technologies
10.2024 - Current
  • Monitored and managed desktop support, IT service desk, and VIP support functions for optimal service delivery.
  • Maintained high performance levels through continuous process improvement activities.
  • Took ownership of critical incidents, coordinating resolution efforts, and facilitating effective post-incident communication.
  • Established systems and methodologies to support exceptional service execution.
  • Developed a comprehensive understanding of projects to enhance service delivery insights.
  • Accountable for service performance, ensuring customer satisfaction while driving demand growth.
  • Analyzed internal and third-party processes to formulate strategies for service optimization.
  • Ensured compliance with all applicable laws, regulations and policies governing the provision of services by the organization.
  • Conducted training sessions with staff members on new systems or procedures related to customer service delivery.
  • Participated in cross-functional teams responsible for designing and implementing new processes or technologies related to delivering outstanding levels of customer service.
  • Generated proactive solutions that address any gaps between desired outcomes and actual results concerning the level of satisfaction experienced by customers while interacting with our services.
  • Established strong relationships with key stakeholders both internally and externally in order to facilitate effective communication across multiple teams involved in providing excellent levels of customer care.
  • Monitored customer service requests and escalated issues when needed.
  • Negotiated and developed contract terms and conditions and handled service level agreements.
  • Provided exceptional support and guidance during periods of organizational change or transformation initiatives while maintaining focus on core service delivery objectives.

Service Desk Engineer

Wipro Technologies Ltd
09.2022 - 10.2024
  • Provided help desk support to resolve user issues promptly and efficiently.
  • Managed support for over 500 users both remotely and on-site.
  • Monitored and addressed IT helpdesk requests quickly based on priority.
  • Configured and maintained workstation settings, utilities, and software.
  • Ensured each workstation was equipped with the necessary hardware and peripherals.
  • Conducted timely upgrades of workstation hardware and software as needed.
  • Utilized Service Now for incident management and ticketing processes.
  • Generated weekly KPI reports from Land Desk to track performance metrics.
  • Monitored the Service Desk queue for incoming requests.
  • Resolved user account problems in Active Directory.
  • Maintained an inventory of installed software applications and hardware components.
  • Managed multiple projects simultaneously while meeting deadlines effectively.
  • Performed system backups and restores when required.
  • Assisted users with login credentials resetting or password resets.
  • Documented troubleshooting steps taken during incident resolution process.

IT Support Engineer

Amazon Development Centre India Pvt Ltd
09.2019 - 02.2022
  • Provided technical support to end-users on a variety of computer software and hardware issues.
  • Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
  • Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
  • Developed and maintained user accounts, permissions, and access rights.
  • Collaborated with vendors in order to acquire necessary hardware components or software licenses at discounted prices.
  • Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
  • Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
  • Conducted research on emerging products, services, protocols and standards in support of system development efforts.
  • Performed troubleshooting to diagnose and resolve complex technical problems.
  • Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Maintained up-to-date case documentation for future reference.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
  • Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Guided customers through step-by-step solutions in a clear and concise manner.

Technical Support Engineer

Dell Technologies Ltd
01.2016 - 09.2019
  • Delivered telephone diagnostic technical support for software issues to enhance resolution speed.
  • Maintained up-to-date Symantec Antivirus levels on all company machines to ensure security.
  • Managed Windows system patches and updates to optimize performance and reliability.
  • Demonstrated extensive knowledge of Dell's product line and current industry technologies.
  • Provided exceptional customer service through strong interpersonal skills and effective communication.
  • Applied working knowledge of Dell's remote server software for troubleshooting purposes.
  • Leveraged in-depth understanding of computer hardware and Windows operating systems to resolve technical challenges.
  • Diagnosed and resolved complex technical issues to ensure optimal system functionality.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.
  • Trained end-users and internal staff on new technologies and system updates.
  • Collaborated with teams to solve technical customer problems across product suites.
  • Asked customers targeted questions to diagnose problems and provided timely solutions.
  • Facilitated root cause analysis for technical problems and implemented corrective actions.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.

Education

Bachelor of Technology - Information Technology

Jawaharlal Nehru Technological University
Hyderabad
05.2015

Board of Intermediate - Mathematics, Physics & Chemistry

Narayana Junior College
Hyderabad
04.2001 -

Skills

Active Directory and Azure

Cloud computing and virtualization

Microsoft Teams and Zoom

ServiceNow ticketing system

Odoo helpdesk support

SharePoint and OneDrive

Technical writing and documentation

Firewall and proxy solutions

Group policy administration

VMware and VDI management

Microsoft Exchange and email systems

Incident resolution

Service desk operations

ITIL framework

Stakeholder management

Service delivery optimization

Relationship building

Multitasking capacity

Customer satisfaction

Incident management

Training

  • MCSA, 06/2020
  • CyberSecurity, 01/2016
  • ISO/IEC 27001, 06/2020
  • Open AI, 12/2024

Passions

Acquiring knowledge and engaging with unfamiliar individuals.

Timeline

Senior Service Delivery Analyst

Axiom Technologies
10.2024 - Current

Service Desk Engineer

Wipro Technologies Ltd
09.2022 - 10.2024

IT Support Engineer

Amazon Development Centre India Pvt Ltd
09.2019 - 02.2022

Technical Support Engineer

Dell Technologies Ltd
01.2016 - 09.2019

Board of Intermediate - Mathematics, Physics & Chemistry

Narayana Junior College
04.2001 -

Bachelor of Technology - Information Technology

Jawaharlal Nehru Technological University

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