Khaja Mujeebur Reheman

Name: Khaja Mujeebur Reheman Address: D-1303 Amrapali Empire Crossing republic Ghaziabad Contact no: - Date of Birth: 14th June 1993 E-mail ID: -- SUMMARY Hardworking, honest individual. Good timekeeper, always willing to learn new skills. Friendly, helpful, and polite. Can work independently in busy environments. Always enthusiastic to learn and undertake new challenges. Goal oriented professional with more than Four years and six months of work experience. Presently working with NTT DATA. Collaborator with good communication and leadership skills. Initiative-taking and focused approach, project management, troubleshooting and problem-solving abilities. WORK EXPERIENCE NTT Data Services (Formerly Dell Services) Designation: Account Service Operations Analyst. (Feb 2017 – Present) Job responsibilities Aging Management, incident Management, Request Management, SLA management, Ticket Management. Follow up with Technical resolver groups on Aging SOM Tickets. Ensuring Technical team Maintain Ticket hygiene and follow best standard Practices while resolving tickets. Conducting Weekly calls to discuss the progress of Aging tickets. Auditing Tickets with feedback to better improve the ticket Management. Joining Bridge calls to ensure teams are managing critical/High Priority tickets Properly. All SOM activities (Creating/deleting Assignment groups, Adding CI’s etc.) Ensuring technical teams do not miss SLA on any ticket. Co-ordinate with Technical teams and service desk for smooth running of operation from creation of a ticket till its closure. Last Organization: Wipro Ltd. Designation: Senior Associate (July’15 – Jan’17). Worked in Service desk for about three months and then moved to SME Team. Handling Escalations and follow ups on tickets as per the client requirement. Use the Incident Management System to document and manage Incidents and work requests with their respective solutions. Job responsibilities User Access Administration, Incident Management. First point of contact for SD Assisting users with windows, browser, application, on-boarding & off-boarding related issues Handling major and critical incidents. Follow up with user to ensure timely resolution for non FCR cases. Mentoring new hires. Preparing knowledge base documents Remote Desktop Support Software Break Fixes Using Active Directory to manage a variety of accesses Citrix based desktop troubleshooting. First Organization: IDRC/CRDI Designation: Digitization Assistant (Nov 2014-April 2015) Job responsibilities . Converting the physical files into a digitized form. . Uploading and updating the Intranet site. . Shredding raw data and compressing the digitized files. . Direct Communication and representation of data with Headquarters. EDUCATION Degree Year of Passing Institute/University Percentage BCA(Bachelor in Computer Application 2014 Imperial College, Berhampur Orissa 75 Higher Senior Secondary(XII- class) 2012 MKMV Science College, Orissa 55 Senior Secondary (X- Class) 2010 Bidya Bhavan English Med. School, Orissa 52 SKILL SET Operating System: Windows Basic knowledge of Windows Server 2012 R2 servers. Installation of VMware, Windows Server 2012 R2 server. Technical Troubleshooting of Microsoft Lync, Office 365, and Outlook. VPN, outlook configuration. Knowledge and troubleshooting skills to support network. ITIL Tools: BMC remedy OPAS v2, Service Now. Working on ITIL tool BMC Remedy on UI Incident Management console. Responding to client questions via telephone calls, emails, and correspondence. Incident Management System (Ticketing tool)-OPAS (BMC Remedy) and Service Now. Incident Management, Aging Management, SLA Management, Request Management. CO-CURRICULAR & EXTRA CURRICULAR ACTIVITIES Participated in “All India Talent Search Competition in 2008. Volunteer in blood donation camp at NTT Data Services. Participated in NTT data Premier League. Attended U-14 and U-16 State Level Cricket Summer Camp. ACHIEVEMENTS Won Interschool District Level Cricket Tournament. Won man of the series award in Intercollege District Level Cricket Tournament. Presented with Top Performer in Training Batch in Voice and Accent training in Wipro. Top Performer of the quarter (2018-19). Recognition from Sr. Director of Helpdesk for Excellent Teamwork Recognition (Twice in a year-) from Director of Service Management Team for Star Performance and teamwork. DECLARATION I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned. Place: Noida                                                                              (Khaja Mujeebur Reheman)