Yusuf Ali
IT Manager, Service Desk Manager,
New Delhi
Summary
Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Product Manager
Testify Digitals Private Limited
New Delhi
01.2017 - Current
- Involved in building in the lest Technology products according to the industry standards and customer stand point
- I have contributed in business, operations and tech departments to build the trusted and scalable platform which can serve the high-volume customers with the TPS of 4K
- Infrastructure of the product
- Textify Digitals is the emerging CPAAS company the in India and abroad which is growing 200% yearly with the top line revenue with handling some of the very prestigious clients
- Being the part of the core team, I have trained and build lots based on tech products we make and improve for the customer of departments like operations and business development for smooth functioning of the process which delivered up to the mark results
- Handled more than 100 clients onboarding and hear queries related to the product and build an easy transition to the platform.
Technical Analyst, IS Business Systems, Project Manager, IS Security Officer, Service Desk Manager
Philip Morris International
New Delhi
07.2007 - 07.2012
- For India, Bangladesh, Sri Lanka and Nepal
- Service Management:
- Spearhead local helpdesk operations for India & Bangladesh
- Render support to global Projects like deployment of standard OS image, software licensing
- Conduct training sessions, monitor performance and maintaining KPI for Helpdesk personnel
- Managed a portfolio of 75+ applications for India, Bangladesh, Nepal and Sri Lanka via Service Now & SD4 tools maintaining SLA & KPI's (99%), reporting, workflows and Management of change, asset, problem, incident and knowledge
- Implemented SD4 (HP OpenView) for Asia Pack, Rollout of Servicenow for ASIA Pack including Migration from SD to SNOW
- Monitor & track user incidents & requests in compliance to SLA parameters
- Involved in procurement & installation of IT hardware, software as well as contracting/ consulting services
- Business Systems Analysis :
- Managed complete application portfolio (SAP/non-SAP) for India & Bangladesh involving major initiatives towards a paperless operating company thereby driving major process changes in e-Banking, Workflows, Trade Offers, Contract Management and Absence Management
- Project Management:
- Implemented end-to-end Sales Force Automation, Codentify (Product tracking) & Regional Helpdesk Roll-out in both affiliates via Service Now
- Involved in accurate and comprehensive preparation of Budget and long range plan of the IS Team, projects & operations
- Align with & support regional IS to implement regional projects/programs in India & Bangladesh; more around commercial approach planning strategy, development & deployment for marketing consumer engagement initiatives
- Experience in design, development and support of IT systems, (Both Global & Domestic locations)
- Involved in implementation of projects with country and Asia Pacific regions
- Played key role in setting up Head Office and Sales Office in India & Bangladesh
- Deliver & support IS services for locations in India & Bangladesh to ensure alignment of services with global and affiliate requirements
- Focus on deployment of cost effective infrastructure, development & maintenance of productive business relationships with customers as well as delivery to business users in compliance to service levels agreements
- Develop proper communication infrastructure with the IS manager & concerned functional managers in the country
- Ensure compliance to corporate standards coordination for infrastructure & operational requirements across locations
- IT Security
Customer Support Engineer
ABB
New Delhi
06.2004 - 06.2007
- Lummus Heat Transfer:
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
- Explained complex technology-related issues in understandable terms to customers.
- Established empathy with customers through insight into business drivers and expectations to offer personalized service.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
Customer Support Specialist
M.S Compserve Private Limited
New Delhi
06.2004 - 06.2007
- Rendered A-Level support to users, managed inventories generated day to day report on helpdesk using helpdesk tool
- Involved in remote location support across Mumbai, Chennai, Kolkata and Bangalore comprising of 500+ users
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Served customer account and technical needs across 200+ daily calls, consistently meeting productivity and quality targets.
- Gathered and reviewed clients feedback information to generate management reports and support team decision-making.
- Resolved concerns with products or services to help with retention and drive sales.
Education
Bachelor of Science - Computer Science
Kalinga University Raipur
Raipur, Chattisgarh 03.2001 - 01.2005
Skills
Trainings and SkillsMCSEITIL V3 TrainedInternal training related to IS/ITMicrosoft Client Platforms and technologiesWindows operating systems, Microsoft Office system
Exchange Server, Active Directory,
MS Office
Travelling, Jogging, Swimming, Mobile Gaming
Helpdesk administration
All Servers, Desktops, Laptops
Technical Support for various Help Desk systems, handling the team for all level of Escalations
Timeline
Product Manager
Testify Digitals Private Limited
01.2017 - Current
Technical Analyst, IS Business Systems, Project Manager, IS Security Officer, Service Desk Manager
Philip Morris International
07.2007 - 07.2012
Customer Support Engineer
ABB
06.2004 - 06.2007
Customer Support Specialist
M.S Compserve Private Limited
06.2004 - 06.2007
Bachelor of Science - Computer Science
Kalinga University Raipur
03.2001 - 01.2005