Kalim Akhtar
Service Desk - Customer Support
Sharjah
Summary of Career
1. Supremely trained and client-focused IT Support specialist with 4+ years of experience in IT environments.
2. Highly adept in systems diagnostics, troubleshooting and conflict resolution.
3. A result-oriented problem solver and a great team player.
4. Team building and leadership Management & Good Listener.
5. Experienced in End User support.
6. Understanding of ITIL Process.
7. SLA, OLA, Incident, Problem & Change Management
8. Knowledge of Active Directory, Microsoft Exchange, AD Manager, Office 365.
9. Good knowledge of Service Desk life cycle.
10. Managing customer query over Call, Email, Self-Service Portal.
Experience as Technical specialist - Service Desk
Tech Mahindra
16 April 2018
31 December 2019
• Responsible for handling and maintaining The incident, Service Request, Change management, Problem modules on Service Management Automation (SMAX).
• Processing user Request and Incident tickets via Call, Email, and Self-Service portal.
• Managing day-to-day operational management for service desk team, Monitoring and assigning service desk tickets to the appropriate resolver group basis of ticket priority as standards of ITIL process.
• As a part of the IT Service desk providing 1st and 2nd level IT support to more than 3000 users in 100 different sites of Dubai Holding, Tecom, Arab Media Group, Dubai Properties, & Jumeirah Group globally.
• Working within the ITIL process framework and ensuring all activities are accurately logged and tickets are meeting given SLAs.
• Managing Active Directory and Exchange server for creating new User, Group and Generic Email ID and Distribution list.
• Knowledge of AD Manager to get a list of Domain users.
• Creating and managing users in office365, handling assignment of user’s licenses in office365.
• Setup OFF and Email forwarding, Generic Mailbox, Distribution Groups.
• Providing and revoking access to Skype of Business and LYNC, Shared Drive, File Server, Oracle, Generic Email and Distribution Groups & Security Groups.
• Troubleshooting of VPN and RSA token related issues.
• Enrolling user’s system certificate for VPN.
• Email data backup and forwarding, increasing mailbox size and Email recipient size, Adding user to enterprise vault auto back of email.
• Creating Distribution email and Security group and adding a user to groups.
• Resolving issues of Jumeirah’s user’s via remote support.
• Handling and troubleshooting Jumeriah’s user IT issues over remote support.
Experience as Senior Officer - Group IT
Welspun India LTD
04 April 2016
30 November 2017
• Responsible for managing and handling global service desk & IT operations team for Welspun's arm in India as well the UK, USA & KSA.
• Followed ITIL V3Foundation standards.
• Managing user’s ticket via CALL, Email, and Self-service ticketing tool.
• Proper monitoring of Infra and Application incident tickets, which is assign to respective resolver group in BMC Remedy ticketing tool.
• Identify the impact of an incident and decide urgency & severity as per SLA.
• Coordinate with local IT personnel to understand difficulty and requirement related to tickets.
• Weekly basis follow up with a global team to resolve long pending incident.
• Ensure VIP users are receiving the highest level of service based on ticket priority and SLAs.
• Schedule a weekly meeting with IBM & other service providers/vendors for improving better service and user satisfaction level.
• Managing and Configuring of Apple device like IPAD, iPhone, Mac Book and IMAC devices.
• Troubleshooting and resolving software issues related to Apple products like Iphone, Ipad, Imac.
• Write a common list of incident and solution for the service desk team.
• Taking care of load distributions among the team members and also corresponding with another department to expedite problem resolution for users.
• Coordinate with Vendors for services or support related to software or hardware.
• Maintaining inventory for servers related to Location, IP, and Configuration.
• Report to senior management on any issues that could significantly impact the business.
• Roll out Vaultize data backup application globally at Welspun group.
Experience as Technical Support Engineer
IMSI India PVT LTD
22 December 2014
02 April 2016
• Executing Centralized Service Desk for Adani users,
• Managed call flow and responded to technical support needs to Adani users.
• Provide Standardizing support, Handle service desk workflow and client response.
• Supporting all incident and Service request ticket as per ticket SLA.
• Manage and analyst SL (Service Level), Call Abandoned, ASA (Average Speed of Answer), AHT (Average Handling Time).
• Presenting the daily report of the total ticket along with its SLA to customer.
• Special glance on VIP users.
• Act as a further escalation point for the supervisors.
• Leading team of FCR and Remote Support.
• Consistency for three months archived FCR (First Call Resolution) award certificate.