Tasneem Fathima
Project Manager
Bengaluru
Summary
A result-oriented Project Manager with over 12+ years’ experience in the areas of Key Account Management, Project, Program management, Service Quality, Team Management, Building organizations and processes and matrixed global delivery largely in IT Infrastructure space, Recruitment & Resource Management. Possesses exceptional communication, organizational and presentation capabilities. Managed Staff of 60+ employees in a 24/7/365 environment ensuring adherence with standards.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
14
14
Certifications
Work History
Project Manager - Transition & Transformation
Kyndryl Solutions Private Limited
09.2021 - Current
- Currently Supporting - Enterprise level Program as a project manager to accelerate growth through AIOPs led growth Insights.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance
- Established effective communication among team members for enhanced collaboration and successful project completion
Project Manager - Transition & Transformation
IBM Private Limited
06.2021 - 08.2021
Senior Manager - Service Desk
IBM Private Limited
01.2019 - 05.2021
- Managing team of 5 first line managers with a team of 100+ employees
- Team assist the Computer Operator or Technical Support Professional by providing consultation services in multi-vendor, multi-protocol complex system environment
- Interact with DPE, PE/PFE, product development, management and/or Senior management during crisis situations to ensure a high level of client satisfaction.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
Manager - Service Desk
IBM Private Limited
10.2015 - 12.2018
- Leading a team of 25 employees as a first line manager
- Who cater to clients as a Computer Operator or Technical Support Professional by providing consultation services in a multi-vendor, multi-protocol complex system environment, they also interact with DPE for product development, management and/or Senior management during crisis situations to ensure a high level of client satisfaction.
Quality Analyst
IBM Private Limited
04.2012 - 09.2015
- Responsibilities include analyzing assigned defects experienced by accounts in the pools, to drive quality improvement
- Apply defect prevention methodology across accounts within a location/center through the application of root cause analysis (RCA) and other technical methods in collaboration with account SMEs, technical SMEs and other Team members
- Review solutions to ensure full root cause is identified and the solutions are scalable across accounts, pools and geographies.
Technical Support Representative
06.2010 - 03.2012
- Job responsibilities include providing remote resolution of problems involving laptops, desktops, mobile devices, software, peripherals, and connectivity
- Troubleshoot from a central location using remote takeover tools and other technology, professional knowledge, and expertise, and/or via telephone
- Responsible for resolving problems within Service Level Agreement (SLA), Service Level Objectives (SLOs) and completing all related administrative duties
- Troubleshoot hardware (laptop, desktop, mobile devices, peripherals) and software (operating system, business applications, etc.) problems from a central location using remote takeover tools and technology and/or via telephone.
Education
Bachelor's of Commerce - Accounts
Bangalore University
Bangalore 06.2003 - 03.2006
Diploma in Education - Education
Al- Khateeb University
Bangalore 05.2000 - 10.2002
Skills
Project Management
undefinedCertification
Project Management Professional -PMI (12/2021)
Badges
- Agile Explorer digital badge issued by Kyndryl - As we scale Agile ways of working across Kyndryl it is critical to ensure a consistent understanding and adoption of Agile behavior, values, principles, and practices.
- IBM issued a digital badge as Agile Explorer for having foundational understanding of Agile values, principles, and practices that allows them to initiate an Agile conversation with co-workers and colleagues.
- Enterprise Design Thinking Practitioner
- Earned digital badge as IBM Certified Manager under IBM leadership academy (Management Development)
- People Skills - Communication, Presentation, Collaboration, and Problem Solving
Accomplishments
- Successfully transitioned multiple new business (KPMG) for the service desk
- Managed tracking resource access management across the account to ensure smooth & timely hiring against the open demands.
- Served as a mentor to groom diversity resources to take up management/leadership role.
- Currently enrolled for DISHA virtual workshop – It is a coveted program offered by IBM to only high potential women IBM’s who are seen as the leaders of tomorrow.
- Project Management Courses (IBM Specific) – PM10G, PM101 PM11G, PM54G.
- Successfully certified in Enhancing Interpersonal Dynamics Experience by UC Berkeley Executive Education as part of Developing Leaders
Educational Credentials
- Bachelor’s in commerce
- Diploma in Education
Timeline
Project Manager - Transition & Transformation
Kyndryl Solutions Private Limited
09.2021 - Current
Project Manager - Transition & Transformation
IBM Private Limited
06.2021 - 08.2021
Senior Manager - Service Desk
IBM Private Limited
01.2019 - 05.2021
Manager - Service Desk
IBM Private Limited
10.2015 - 12.2018
Quality Analyst
IBM Private Limited
04.2012 - 09.2015
Technical Support Representative
06.2010 - 03.2012
Bachelor's of Commerce - Accounts
Bangalore University
06.2003 - 03.2006
Diploma in Education - Education
Al- Khateeb University
05.2000 - 10.2002
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