Summary
Overview
Work History
Education
Skills
Personal Profile:
Certification
Languages
Hobbies and Interests
Languages
Timeline
Generic
Mirza Fasahath Ali Baig

Mirza Fasahath Ali Baig

Hyderabad

Summary

Computer Science graduate with19+ years of rich & diversified experience in Customer Service, Process Excellence, Business continuity, IT Infrastructure, Helpdesk, Technical Support / service delivery industry, Client Servicing & BPO. Some of my key responsibilities have been to drive, Operations, Continuous Improvements and Process Changes, Preparing and Maintaining Knowledge Articles and ensuring it they are up to date, SLAs, CSAT Score. Liaison between global team across the organization (US/Bulgaria/China) Leading Global Process Excellence Team from Hyderabad and working closely with US/Bulgaria/China counterparts Project handling and on boarding new clients/applications, Helpdesk operations & Liaison between support functions, Operations & Global Process Excellence team. Resourceful in ensuring high quality customer experience, elevating customer satisfaction, while adhering to SLAs & work processes and managing cost-effective operations Established record of consistent high performance, Helpdesk Operations, Project Management, Escalation Management, Resource Management, SLA Management, Resolution Management, Process Improvements, and Training & Quality Management.

Overview

1
1
Certification

Work History

Senior Manager/Group Manager

HCLTech
- Current
  • Overall Operations for Helpdesk team
  • As a Sr
  • Manager – Technical - Responsible for ensuring that we meet SLAs month on month, maintain knowledge ware for helpdesk, working with highly skilled team members and take care of their day to day requirements
  • Manage and supervise Learning Management System team
  • Reporting to Account Director and work as part of leadership team, managing fast-pace dynamic helpdesk day to day operations such as remediation efforts, Process development, support scope
  • Supervise Level II team, Technical Support Leads and Technical Account Supervisors
  • Streamlined open and closed ticket reviews process
  • Address any concerns and issues related to support
  • Ensure training is conducted on opportunities identified
  • Assist Account Director with Staffing/Resource allocation/Budget
  • Tracking ongoing projects/deployments including making project adjustment change requests such as prioritization/de-prioritization in terms of timeline/resources to ensure successful completion
  • Worked closely with CRM administration team responsible for handling Helpdesk escalations related to Veeva and Siebel Platform
  • Tracking and monitoring tickets
  • Global Management – Interacting and Working with US client managers and Director of Operations on day to day basis
  • Provide them update related to helpdesk and bring outstanding issues in weekly call
  • Business Continuity – Working on BCP with Global Process Excellence team from Sofia, Bulgaria & India
  • Staffing & Call forecasting – Help in forecasting call volume for helpdesk based on new projects vs steady state
  • Knowledge Management - Prepare knowledge articles & ensure that helpdesk team is utilizing while assisting customers
  • Monitoring the Knowledge article reviews month on month to ensure that documents are up to date
  • SOPs/WIs (Standard Operating Procedures & Work Instructions) – Worked on creating, editing and retiring internal and process related SOPs/WIs
  • Client Call - Lead client calls, provide weekly updates to client on helpdesk metrics & trending issues
  • Identify trends and analyze root cause and share update with Global Client Management team
  • Project/Deployments - Take lead in project/deployment/new client onboarding
  • Ensure that Escalation SLA and Technical QAs along with other SLAs are met
  • Provide input to QA team during Root cause analysis on ongoing trends and provide resolution
  • Work Load distribution - Ensuring that Level II team members work load distribution is balanced and track their performance in weekly meeting
  • Discuss updates with TAS team and Level II team
  • Attended Plan of Action meeting in USA to represent Helpdesk and provide technical support to the North America Field sales (5 times)
  • Outage Management – Identify outage, replicate the issue and provide work around, update all parties and business partners/vendors and keep tracking the progress
  • Set up blocker/Flood gate message to IVR control call volume
  • Hiring – Active participation in selection process in hiring candidates
  • IJPs – Identify the potential based on KRAs and worked with head of the department to promote talent from existing team based on performance and overall behavior of employee
  • Present and discuss TAS team tasks with operation team to bring everyone on same page
  • Harmonization – Working on Harmonizing and implementing of best practices between internal teams
  • Training & Quality – Worked with Training and QA team to ensure that the training material is up to date and also helped QA team in providing any technical or process related assistance
  • Monitoring and tracking Team’s PTO attrition and ensures it is between7 to8%
  • Ensure Quality Targets are met as per internal and client SLAs
  • Guide all departments & ensure compliance for areas in scope of QMS
  • Six Sigma concepts,5 Whys methodology for RCA
  • Ensure Corporate and communication trainings are conducted within agreed roadmap
  • Explore new options in training and tracking
  • Participate in New hire meetings to prevent attrition
  • Maintain all the required training reports for all the new hire batches and various account specific trainings
  • Drive multi skills (cross account) development programs for the technicians – focused at building higher
  • Internal account specific training, professional development etc
  • Keep a tab and focus on ramp up time of new hires, refreshers programs of accounts related to CSAT feedback and QA findings, and identifications of communication training areas
  • Ensure Internal Quality Audit is conducted once in a quarter by Compliance team
  • Work on the observations and drive the compliance based on the internal audit results
  • Guide all departments & ensure compliance for areas in scope of QMS
  • Work with different tier on professional development plan
  • Monthly Meeting with Account heads
  • Analyze weakness and strengths of each operational account in micro and macro details, thus providing recommendations for improvement
  • GPE Lead for Hyderabad site – Manage day to day activities of Training and Quality team
  • Achievements at C3i/HCL
  • Honored with Star Performance Award in Aug2007
  • Bagged10 Employee of the Month Award as a Level I & Level II Helpdesk Analyst between2007 to2009
  • Honored with Mid- Management Award in2011
  • Honored with most prestigious award, The President Award in June2013
  • Promotion – IJP - Level I to Level II, Level II to QA, Subject Matter Expert, Sr
  • Subject Matter Expert, AM – Operations & Account Management, Manager – Technical, Sr
  • Manager Technical, Sr.Manager – GPE, Group Manager Operations management
  • Internal Auditor ISO9001-2008
  • Certified People’s Manager
  • PMP/ITIL courses completed (pending certification)

AM – Operations/Account Management

C3i Support Services Pvt. Ltd
Hyd
12.2011
  • Responsible for handling staffing requirement, Helpdesk Operations & account management (Various J&J Medical Devices clients – ASP, BWI, Cordis, OCD & DCF)
  • Lead client calls and present helpdesk SLAs, Trending issues etc
  • Obtaining information from client on upcoming projects or application upgrades and provides the information to Operation manager
  • Assist operation manager in providing various reports as per requirements and making sure that relevant operation data is provided in a timely manner
  • Manage RHT (remote hardware team) team and provide update to ops manager in a timely manner
  • Worked as Sr.Subject Matter Expert (Sr.SME) from April2010 to Nov2011 – JnJ MD&D (Johnson & Johnson Medical Devices & Diagnostics) at C3i Support Services Pvt
  • Ltd, Hyd, (AP)
  • Worked as Quality Analyst – Roche Helpdesk & J&J Helpdesk at C3i
  • Worked as Customer/ Technical support Executive at Brigade Cooperation Pvt
  • Ltd MNC, Hyd, (AP) since February2005 till April2006
  • Worked as Test Engineer and Trainee System Administrator in Xepasoft from October2003 to April2004

Education

B.C.A -

Osmania University
Hyderabad, A.P.
03.2003

Intermediate -

Board of Secondary Education (Pioneer Junior College, Abids)
04.2000

S.S.C -

Florida High School
03.1998

Skills

  • O365 – Office2016
  • Windows Operating Systems – XP/7/8/10
  • Virtual client: Amazon Work Spaces
  • Mobile Devices: iPad, iPhones, Android
  • Active Directory – User Administration
  • Hands on experience on Salesforcecom/Veeva, Siebel application
  • Hands on experience on ServiceNow

Personal Profile:

  • Father’s Name : Mirza Firasath Ali Baig
  • Born On : July3rd1982
  • Gender : Male
  • Marital Status : Married
  • Passport Number : L6002000
  • Date of Issue :12-11-2023
  • Date of Expiry :11-11-2033
  • USA Visa : B1/B2 (Validity2011-2021)
  • Nationality : Indian

Certification

  • Internal Auditor ISO9001-2008
  • Certified People’s Manager
  • PMP/ITIL courses completed (pending certification)

Languages

English, Hindi, Urdu

Hobbies and Interests

Cricket, Football, Volleyball, Reading books, Pingpong, Singing

Languages

Hindi
First Language
Urdu
Proficient
C2
English
Proficient
C2

Timeline

AM – Operations/Account Management

C3i Support Services Pvt. Ltd
12.2011

Senior Manager/Group Manager

HCLTech
- Current

B.C.A -

Osmania University

Intermediate -

Board of Secondary Education (Pioneer Junior College, Abids)

S.S.C -

Florida High School

Similar Profiles

CREATE PROFILE
Mirza Fasahath Ali Baig