Adil Mohammad Email & Phone Number

Hyderabad, In

Hyderabad, Telangana, India

Campaign Management: Oversee & Handle Complex Projects end to end in collaboration with Sales, Service Management, Tools, Digital Experience team and Operations teamsStrategy: Develop and Communicate Goals, project plan, timelines, Key Performance Metrics with leadership teamEase to Business: Account level support to enterprise clients, streamline operational processes, building repeatable solutions thus minimizing cost of delivery with ease to scale across customer accountsDeveloping and Delivering: Responsible for custom ITIL disciplined process documentation to AT&T Life Cycle Management (LCM) team for managing customers with network contract associated to new Retail Outsourcing, IBM Go-To-Market and DXC Go-To-Market accountsBusiness Process Reengineering: Apply BPR model through quality-oriented strategies and help AT&T Indirect segment to accomplish ambitious short- and long-term goals

Hyderābād Area, India

Responsible for developing and delivering the custom ITIL v3 disciplined process documentation to the AT&T Life Cycle Management (LCM) team for managing customers with a network contract associated to a new Retail-Outsourcing, IBM Go-To-Market and DXC Go-To-Market accounts. The PICOE Process Engineer (Specialist, Methods & Procedures) documents the processes with our stakeholders (Customer SME, Transition Teams, GCSC, CLCM, PLCM, WorkCentre, NI and 3PT).The Key milestones to meet are completion and approval of process documentation, successful Operational Readiness Tests (ORT) and on-time achievement of Service Commencement Date (SCD)

Hyderabad, Telangana, India

Drive service excellence in IT & continue to raise the bar on service levels offered including CSAT, response, resolution time, total call reduction & IT infrastructure uptime. Responsible for managing all intraday management processes in support of operations to achieve the business objective of achieving business service level objectives and maximizing efficiency and occupancy. Contribute to consistently achieving service level goals by real-time management of resources. Providing leadership teams with timely & accurate reports on intraday performance and impacts. • Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks• Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests,• Initiate escalation procedures when KPI thresholds are exceeded, Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices

Hyderabad, Telangana, India

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones, promoted with in 18 months to Sr Technical support executive to work on customer escalations and promote NPS.Service Excellence Award & Club 90 Member for Excellence in 2010,2011

Hyderābād Area, India

• Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.• Owns customer issues from beginning to resolution (handles in place). Assists customers by diagnosing problems and providing resolutions for technical and service issues.• Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts. Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.• Recreates, identifies and provides input on unique or recurring customer problems. Remains knowledgeable of Dells product line, current industry products and technologies.• Focuses on delivering a positive customer experience according to Dell standards. Monitors and tracks issues to ensure accurate resolution.

Handling the issues related to internet and performing a level one technical support assistance by performing related diagnostics and monitoring the change/behavior if not resolved escalating the reported problem to a second level support where a onsite/in-home service is created for the problem reported.

Master'S Degree, Data Science

Executive-Mba, Project Management & Operations Management

Bachelor Of Technology (Btech), Information Technology

10Th, Cbse