Mohammed Elyas Ahammad

AVP - DevOps, IT Infrastructure & Operations

Kensium Solutions · Full-time

Manager, Specialized Services

Hitachi Consulting · Full-time

• Managing a Major/Critical Incident Management, Global Service Desk and Event Monitoring team • 24/7 support provided on all critical incidents (P1 & P2) • Ensure team is getting proper impact assessment done and tickets being handled appropriately • Ensure team members are driving the resolution of all impacted priority incidents • Identify training opportunities, prepare training plan, conduct training, process refreshers and share process updates regularly • Manage the QA process by reviewing all tickets and provide feedback • Jump on bridge calls to assess call control by team members • Run reports to identify recurring issues and share the feedback to technical teams to perform RCA and stop re-occurrence • Identify areas of improvement and take appropriate measures to bridge the gaps • Consistently work towards CSI & innovation activities • Provide updates to the client on the weekly call • Manage resource requirements from recruitment and onboarding • Regular one on one’s with team members for constant improvement and individual development • Regularly review & update SOP's/KB articles • Drive a culture of sharing best practices Technical: • ServiceNow administration  Provisioning & decommissioning of customers/clients in Servicenow  Manage user administration  Designed and implemented customer feedback survey, Service Desk call record • Windows Administration  Windows Server (2008/2010/2016)  Office 365, Skype for Business, SharePoint, OneDrive

Senior Customer Care Representative

PAREXEL

• Handling a team for an Oncology Project • Monitor call and ticket queue • Assign tickets and ensure they are actioned to meet SLA • Drive the productivity and ticket resolution with the client agreed timelines • Handle call and ticket escalations • Perform call and ticket audit and provide coaching and feedback • Prepare weekly performance reports • Drive best performance culture and the culture of sharing best practices • Prepare shift roaster to have ample coverage at all times • Ensure the agents provide users/clients prompt, friendly, courteous and helpful service for all supported projects. • Conduct system monitoring for supported Perceptive products/projects. • Perform administrative tasks including, but not limited to data entry, sending out correspondence, and filing. • Conduct system monitoring for supported Perceptive products/projects. • Provide assistance to clients and stake holders per study Protocol • Assisting sites and Depots in updating Address Gateway requests and confirming them after completion. Also resending reports form Synapse Database • Assisting site personnel by reviewing and editing Live Data Changes, Support FAQs and Communication Plan. • Working on system generated Alerts/Prompts and resolving them ASAP • Well versed in resolving issues and close the new upsells with clients for PAREXEL & Perceptive Products such as RTSM-Synapse, Aladdin, EDC-Datalabs, Inform, eCTS-portal, My Trials, Medical Imaging Applications & Tracking Systems issues, Medical escalations etc. • Deliver a positive, memorable and meaningful service which exceeds the expectations.

Client Technical Support Senior Associate

Dell International Services

Inbound/Outbound Sales by converting leads. Sell systems, softwares, electronics & accessories, services contracts.

Customer Support Expert

Dell International Services

Working for a billing process. Assisting customers with their financial accounts.

Executive Customer Service

24/7 Customer Pvt Ltd

Worked for Echo Star Dish Network, the largest Satellite TV service provider in United States, in providing assistance to customers with their billing statements & modifying programming packages & process the phone payments.