Abdul Gaffar Khan

Abdul Gaffar Khan Hyderabad, India | -- Summary Dedicated professional with a history of meeting company goals utilizing consistent and organized practices like having strong customer orientation, adapt at handling customer complaints & provide appropriate solutions, focus on customer retention . Skilled in working under pressure and adapting to new situations and challenges. Results-oriented Incident Manager with more than 1 year of experience specializing in resolution of major incidents that affected the availability and performance of critical IT services. Skilled in SLA management, Incident audits, Quality Management System Audit for Incident Management in year 2024, Incident trend analysis using Power BI Dashboards. Technical Skills Microsoft office, Lean Six Sigma, Automation, Generative AI, Kaizen, Documentation, Training & Development Technical Tools ServiceNow Tool, Power BI Tool, Power Automate, SNOW Tool Programming Languages C, C++, Java, Python, HTML, CSS, SQL Soft Skills Teamwork, Time management, Adaptability, Willingness, Optimistic and Committed to Excellence Certificates Full Stack Service Managment, ITIL V4 Foundation Certification , Oracle Cloud Certification, Business Analysis Techniques, ServiceDesk Awards Trainer Award, Collaborators Award, Emerald Award, Sapphire Award Experience DXC Technology (formerly Hewlett Packard Enterprise) | India, Chennai Incident Manager | 09/2023 - 06/2025 Led - Developed and maintained the incident management process, policies, root cause analysis, Power Bi analysis and procedures. Collaborated with capability managers provided training and coaching to incident management team members and other IT staff about Processes, Guidelines as well as generated hourly reports based on requirements and conduct daily standup meetings. Streamlined processes which reduced the average incident resolution time by 25% and increased the customer satisfaction rate by 15% Trained and mentored a team of 600+engineers in incident management process resulting incident audit 70% to 90% notable improvement DXC Technology (formerly Hewlett Packard Enterprise) | India, Chennai Asset Analyst | 07/2020 - 08/2023 Developed - Created and maintained precise and accurate data models, dashboards, charts and reports in ServiceNow Tool. Created AUTO DISCOVERY PROCESS for assets scanning in SNOW , SCCM , ANTI VIRUS Tools but assets not “In use” State Implemented and presented new successful plans with well-organized presentations and smooth processes for all out dated processes. Requested to add few more fields in ServiceNow tool which helped in saving of 0.37 FTE or $ 37,000. Education Malla Reddy Engineering College / JNTU | Hyderabad M.Tech (Computer Science and Engineering ) | 08/2023 Percentage - 76 Muffakham Jah College of Engineering and Technology / OU | Hyderabad B.E ( Computer Science and Engineering ) | 05/2020 Percentage - 70 SRI CHAITANYA JUNIOR KALASALA | Hyderabad HSC(XII) | 05/2016 Percentage - 92.7 SRI CHAITANYA SCHOOL | Hyderabad SSC(X) | 05/2014 Percentage - 78 Projects STRESS DETECTION IN IT PROFESSIONAL BY MACHINE LEARNING ( M.Tech ) The project first is to identifies important influential factors that trigger stress and second to predict stress levels. Algorithm ranks employees triggering stress factors which can guide organizations to develop policies so as to benefit the employees and secondly development of GUI based stress prediction software based on Machine Learning techniques. This project is published on Neuroquantology (Scopus Publication). ABNORMAL DRIVER BEHAVIOR DETECTION ( M.Tech ) The project is intended to design an automated system for safety of a driver The system uses the eye closure ratio as input parameter to detect the drowsiness of a driver, as the closure ratio deteriorates from the standard ratio the driver is alerted through an alarm. A Pi camera is used for image capture of the driver's eye and the entire system is done using Python, Convolutional Neural Networks . BLOOD BANK SEARCH ENGINE ( B.E ) Blood Bank Search Engine is any device based project . By using this program people who want to donate their blood can register in this program by providing their details at nearest blood bank. And Needy can search and find the blood group they need. After searching available list of donors will be displayed. Languages English, Hindi, Telugu, Urdu Additional Data Linkedin Profile link : www.linkedin.com/in/abdulgaffarkhan4351 Joining : Immediate Relocation : Yes Nationality : Indian