Tabrez Alam

S E N I O R A S S O C I AT E TABREZ ALAM C O N TA C T I N F O R M AT I O N- OBJECTIVE Service Delivery Lead with 14 years of experience. With successful track record in managing SLAs, driving customer satisfaction, and leading cross-functional 53, North Range Kolkata 700017 - Jun 27, 1987 Indian teams with considerable knowledge in effectively managing Apple device management. Vast and varied experience in End User Computing (EUC). Skilled in client relationship management, customer satisfaction, team leadership, JAMf, Mac troubleshooting, application packaging, deployments etc. Known as a strong communicator, stakeholder manager; with exceptional communication and problem- solving skills. Often exceeding client expectations and driving operational excellence. Results-oriented and dynamic leader with proven track https://www.linkedin.com/in/tabrez- al record of successfully leading and managing high-performing teams. Delivering am-8346bb66/ projects on time while exceeding quality standards. Strong leadership skills, fostering a collaborative and productive work environment. Excellent and interpersonal abilities, adept at building relationships and motivating team members to achieve their fullest potential. SKILLS Service Delivery Lead EXPERIENCE Macintosh & JAMf Admin SENIOR ASSOCIATE ITIL Cognizant Technology Solutions. Kolkata | Apr 2016 - Present Client Management Service Desk Management Service Delivery Management, Mac Device Management (JAMf) , Mac Device troubleshooting, OS Update/Upgrade and its deployment, Mac apps packaging and its deployment, Daily Communication, and presentation with clients. Good work experience in working on Service Now ticketing tool as well as CA Service Team Management ServiceNow Desk tool. Work on multiple projects at a time leading them. Chairing meetings with clients and internal stakeholders. Service Management, Incident Management, Change Management, Problem Management, Project Presentataion Management, Team Management, Immaculate customer service etc. Technical Troubleshooting TEAM LEAD Servertech Pvt. Ltd.. Kolkata | Aug 2014 - Mar 2016 Team Lead working with employees in resolving technical queries. Data LANGUAGES maintenance of clients. De-escalating issues with customers. Liaise as contact for all issues between management and subordinates. Training, development, evaluation, empowerment of team members. English | Native SENIOR SERVICE DESK EXECUTIVE Hindi | Native Bengali | Elementary Urdu | Elementary ITC Infotech Ltd.. Kolkata | Aug 2013 - Aug 2014 Updating user's information in the CA Service Desk tool. Creation and routing of tickets. Queue Management. Identify, investigate, and negotiate conflicts. Follow-up with support teams/vendors to ensure user is recipient of the required service. Providing status check of tickets to user's. SENIOR TECHNICAL SUPPORT EXECUTIVE Wizard E-Marketing Pvt. Ltd.. Kolkata | Feb 2011 - Jul 2013 Helping user's with issues related to broadband and act as their technical support. Apt in working on windows PC's, Mac PC's, remote access, email setup in various email clients. Basic configurations of routers, wireless setup, CCTV setup, port opening, VoIP Phone setting B.T. engineer booking to check internet lines and troubleshooting with them over the phone etc. SENIOR TECHNICAL SUPPORT EXECUTIVE Wipro Limited. Kolkata | Oct 2008 - Nov 2010 Worked for HP (client) , initially took calls for HP Laptops. Promoted L2 Process name Smart Friend . Helped user's in backing up data, storage, virus and spyware removal, third party software, Games I Tunes, OS which included hardware and software. E D U C AT I O N MASTER OF BUSINESS ADMINISTRATION Indira Gandhi National Open University. Kolkata HONOURS BACHELOR OF COMMERCE University of Calcutta. Kolkata | May 2005 - Jul 2008 ACHIEVEMENTS Appreciation from client for achieving 100% patching numbers month on month for Mac. Appreciation from client for finding out of the box for solution for using one server for Veritas System Recovery. Appreciation from client for creating multiple KB Articles for people across the project. Appreciation from Cognizant's Management team for creating personalized training session for personnel in the South America region for a particular project. C E RT I F I C AT I O N S & C O U R S E S ITIL v3 JAMf 200 Internal Training Sessions on Crashplan Admin Console, Veritas System Recovery. Internal Training Sessions on Agile & Scrum. Internal Training Sessions on Leadership Programs. INTERESTS Writing short stories, playing Football and Cricket, listening to music.