ZAFEER ULHAQUE
ITSM Analyst
Hyd
Summary
7 years experienced with a track record of managing business operations, customer service, risk management, sales, DSATs, escalations and pricing by employing effective project management and quality management principles to drive growth.
Overview
6
6
years of professional experience
Work History
IT Service Management Analyst (Pricing Specialist)
ACCENTURE, MICROSOFT
06.2021 - Current
- Working on tools like SNOW for giving IT Services and USP for pricing calculation of different softwares
- Supporting technical sellers and working on DSATs
- Worked with quality engineering team to participate various knowledge sharing sessions to improve the testing and quality of different teams
- Investigating the incidents for all types of pricing issues by reaching to out to sellers and engineering team
- Performed data analysis on trends observed and recommend solutions to the product and partner teams
- Managed to map clear process flows between systems and identify upstreams and downstreams data flow and technical errors.
Transaction Risk Investigator
AMAZON
05.2020 - 04.2021
- Investigating fraud and suspicious activities for customers on different websites of amazon
- Performed deep dive investigations which were operational and business specific in nature
- Build and scaled system level solutions that had metric impact of solutions across teams.
Account Security Specialist (Customer Service)
Amazon
06.2018 - 09.2019
- Handling accounts of amazon seller & customers and providing the security to their amazon pay
- Prepared project performance and progress reports on a weekly basis to enable decision making by senior management
- Handling escalated calls from the customers, tested and developed the quality metrics for associates.
Education
Bachelors in Technology - Mechanical Engineering - undefined
Anurag University (CVSR College of Engg)
Skills
Team Management and Leadership
Timeline
IT Service Management Analyst (Pricing Specialist)
ACCENTURE, MICROSOFT
06.2021 - Current
Transaction Risk Investigator
AMAZON
05.2020 - 04.2021
Account Security Specialist (Customer Service)
Amazon
06.2018 - 09.2019
Bachelors in Technology - Mechanical Engineering - undefined
Anurag University (CVSR College of Engg)
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