Mudasir Ahmed

​Mudasir Ahmed Email​:​ - Mobile: - Seeking a challenging role in a fast-paced work environment where I can utilize my skills around project delivery, customer success, account management and work towards achieving organizational goals and objectives. With 5 years of professional experience in Telecommunications - Delivering customer services and service management. Service Management Data Management People Management Product Management Communication skills Driven to deliver Customer Service Account Management Analytical Skills Flexible and adaptable Decision making Problem Management TECHNICAL PROFICIENCIES: CERTIFICATIONS AND TRAININGS: ITSM (ISO 20000). ITIL V3. Project Management Essentials Certified Lean Six Sigma (White Belt) Certified Project Management Foundations_ Small Projects Leadership Foundations Human Resources Foundations Word Essentials Training (Office 365) Trends & Insights: Microsoft WORK EXPERIENCE: DU EITC – DU TELECOMMUNICATIONS DUBAI, UAE.​ Project Specialist-Enterprise Business (April ’19-Present) JOB RESPONSIBILITIES: ● Provide support to deliver the projects within the established timeline. ● Establish professional relations with the customers to ensure customer satisfaction. ● To plan, develop, implement programs and projects and coordinate project activities with the project team members. ● To develop measurable project goals and objectives and monitor progress towards achievement. ● To prepare agendas for the meetings, document key decisions collaborate with teams to develop project collateral. ● To provide appropriate tracking and reporting per plan to the management. DU EITC – DU TELECOMMUNICATIONS DUBAI, UAE Analyst Enterprise Business (Jan ’19-March ‘19) JOB RESPONSIBILITIES: ● Support business decision by tracking and providing reports on opportunity/threat analysis and forecasting sales. ● Work with internal teams, channel partners to apply sales data to organizational development. ● Contribute to the streamlining of the process. ● Gather, analyze, and distribute data. ● Providing data and guide to help the sales team, channel partners. ● Developing and monitoring performance indicators. ● Manage tracking tools and report on important information. ● Liaise with account managers, channel partners to develop specific strategies. ● Stay up-to-date with new product and feature launches and ensure sales team is on board. DU EITC – DU TELECOMMUNICATIONS DUBAI, UAE Shift In charge –Service Assurance & Service Management (July ’18 – December ‘18) Managing Enterprise Service Assurance & Service Management Operations – Providing platinum services to the customers including handling of change requests, service assurance of existing services and strong focus on process improvements and people management. Responsibilities: ● Managing and mentoring a team of 12 members and managing key signature accounts for global customer base that includes Prime Minister’s Office, Jumeirah, Emirates Groups, Emaar Groups, Lukoil, MBC, Sky News Arabia, Thomson & Reuters, British American Tobacco, AL Yah satellite, Expereo international, National Drilling Company, Bloomberg, ENBD Bank, Dubai Smart Government and other 140 key accounts. ● Developed KPI’s for the team to achieve highest level of capacity utilization and productivity. ● Established rules of engagement and escalation procedures. ● Continued with plan of head count of the team through calculation of productive utilization. ● Creating Dashboards and Input quality reports to drive and initiate continues improvement plans to enhance Customer focus and Service approach. ● Act as customer advocate responsible for ensuring, maintaining and enhancing the performance of global customer networks in order to deliver customer satisfaction and generate potential additional revenue. Ensured all agreed Service Levels are being delivered. EITC – DU TELECOMMUNICATIONS DUBAI,UAE Assistant- Platinum Service Management & Service Assurance ​(N ​ ov’14 till Jul’18​). JOB RESPONSIBILITIES: ● Working with Service Managers in managing corporate services with assistance of partners and Flags by leading conference calls with global service partners all over the world to resolve complains and issues reported by customers. ● Exchange of business communication between international carrier, internal and customers via emails and conference calls. ● Providing proactive fault notifications to customers and also advising solution for customer business requirements. ● Serve as a consultant to the customer to continually drive optimization, stability and durability of the customer's network while working closely with the appropriate internal organizations. ● Understand telecom requirements, create requirement documents, build a solution with existing services including both DU (L2/L3 MPLS VPN, Leased Lines, IPTV, Voice, WiMAX and Internet). ● Active participation in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement (SIP). ● Coordination of Change Management activities, the objective is to provide client management with greater confidence in the integrity of corporate information and reliability of critical processes and functions. ● Help identify specifications for tools that facilitate deployment and decommissioning of server hardware in datacenters at scale. ● Assist data center operations manager on projects involving the installation of cabinets, cable management, routers, servers, PDU`s etc. ● Maintain cooperate database relevant to DC operations, provisioning, NOC to include facility management for assigning cabinets and cages as well as connection database. ● DC access management- including DC security levels and service assurance ● Coordination with hands and eye services team as required including reboots, testing/troubleshooting, installing equipment, building and installing cables. ● Identify and help create documentation for the global data center knowledge base. TATA INDICOM Activation Assistant (May-2013 to September-2014). JOB RESPONSIBILITIES: ● Serve as a consultant to the customer to continually drive optimization, stability and durability of the customer's network services while working closely with the appropriate internal organization. ● Communicate with the customers and provide onsite and offsite troubleshooting assistance. ● Troubleshoot and debug technical errors through onsite support to the clients. ● Assists junior team members in maintaining the infrastructure components like operating system, security infrastructure, etc. ● Identifying potential problems and devising ways to rectify them ● Act as customer advocate responsible for ensuring, maintaining and enhancing the performance to deliver customer satisfaction. ● Coordinate with Business development, client servicing teams. ● Examining client’s businesses to get to know their requirements and understand their objectives. KARTAVYA HEALTHEON PVT LTD Relation Advisor (September-2012 to March-2013). JOB RESPONSIBILITIES: ● ● ● ● ● ● Making empowered decisions that result in win-win situations for both customer and the company. Make sure you fully understand the customer’s issue. Involve the customer in issue resolution. Interact in a collaborative manner. Proactively provide options and solutions. Ask probing /clarifying questions if necessary. Listen carefully so that you have all of the facts. ● Proper use of resources. EDUCATION CREDENTIALS: ● Bachelor of Education (B. ED) from the University of Kashmir. ● Bachelor of Arts (B.A) from the University of Kashmir. ● Diploma in Computer Applications. PERSONAL DETAILS: ● ● ● ● ● ● Date of birth:- Nationality: INDIAN Marital Status: Single Religion: Islam Languages:English,Hindi, Urdu, Kashmiri Contact: - DECLARATION I do hereby declare that the particulars of information and facts stated herein above are true, correct and complete to the best of my knowledge and belief. Mudasir Ahmed