Khursheed Choonara Email & Phone Number

London, United Kingdom

Responsible for all Dynamics 365 Customer Engagement and Business Central support issuesNegotiated new and existing support contracts including on-boarding of over 100 clients in UK and abroad to the value of £850k in support revenueAppointed as the Xpedition Internal Auditor for BS EN ISO/IEC 27001:2017 working closely with the Xpedition ISM to ensure ISO 27001 certification was always retained. Retained successfully for the last 4 yearsConducted weekly/monthly service reviews with clients ensuring clients received an excellent customer experience – 95% retention rateProject managed successful deployment of Dynamics 365 portalIntroduced SLA monitoring in Dynamics 365 to ensure excellent customer experienceManaged a team of 9 in UK and abroadDrive weekly 1-2-1 with all team members – set PDPs and Goals using LeapsomeRecruited, trained, and mentored 5 graduate recruits ensuring Microsoft certification within 12 monthsAmended support consultant bonus scheme to reflect individual achievements using SMART goalsMember of Leadership Team involved with strategy and developing company roadmap Member of mentoring teamManaged Microsoft’s ASfP support contract and liaised with Microsoft Account Manager for SLAs

Watford, United Kingdom

Manage and progress client support calls, taking control of client requests, queries and problems and seeing them through to resolution.Provide 1st & 2nd line support desk services to clients.Ensure SLAs are met for all customers particularly premium customers.Perform in-depth analysis of customer issues to determine causes and solutions.Liaise with Head of Development/Support/Consultancy as and when required to ensure customer requirements are met in terms of bug fixing, customisation and training. Ensuring resources are appropriately assigned.Manage the Support Desk in the absence of the Head of Support (currently at least once a week).Provide weekly reports for customers to ensure all support issues are being handled in accordance with SLAs and customer expectations.Mentor and train new starters to ensure they develop the skills required within the support team.Contribute to the CRM Monthly support newsletter. Manage and maintain the internal development environment, working alongside the group IT department. CRM 2016, 2015, 2013. 2011, 4.0, SQL Server, SharePoint, Scribe, VMWare, Webex

Watford, United Kingdom

Project managed migration of data and upgrade of systems including test phase, UAT and live rollout for major financial institutions, energy and telecommunication companies enabling them to use Casewise software to improve organisational efficiency.Managed escalated customers, acted as single point of contact and produced call status reports to ensure high priority clients always received excellent customer care.Provided 2nd line support to clients worldwide ensuring they received excellent customer care and that SLAs were met.Performed on-site migrations in the UK, France and Spain bringing in increased consultancy revenue over and above scheduled client maintenance payments.Presented an overview and chaired round the table discussions on ‘Best Practices for Upgrades, Migrations and Enhancements’ at the Casewise User Group.Led conference calls to advise clients on systems configuration and upgrade path.Successfully liaised with Development to ensure bug fixes and fault resolution resulting in customer expectations being met.Trained 1st line staff to enable them to improve skills and improve overall performance of the Service Desk team. Provided overview of upgrade process including documentation.Set up and maintained ftp site for transfer of customer data and Casewise software to expedite faster turnaround of upgrades and patches.Introduced new SQL Server licensing arrangements with Microsoft to enable Casewise to provide appropriate software to clients. Raised Casewise profile as a result.Reviewed and assisted in the implementation of Casewise backup strategy in conjunction with disaster recovery requirements.

Watford

Managing the Service Desk in the absence of the Technical Services Manager. Logging and resolving all support queries and ensuring SLAs are met. Other duties included maintaining network, hardware and peripherals. Radius Solutions took over Isys Plc in July 2003. They retained key staff to maintain the Keren product.

London, United Kingdom

Helpdesk management, software/hardware upgrades. Support via modem, mail, phone and site-visit. Configuring new pcs and peripherals. Maintenance of hardware and network. The Keren product is a MIS for the print industry (Oracle, HP-UX).

London, United Kingdom

Assisted with lectures; providing technical expertise to trainees.IT based training company running a variety of course for IT professionals.Modules included: Systems Analysis, Relational Database Methods and Programming, Coding and Programming in C, SQL*PLUS, SQL*FORMS, SQL*REPORT, PL/SQL.

London, United Kingdom

Resolving technical support issues, diagnosing software faults, installing and upgrading software.ICL S39 L80 D mainframe running VME/B SV292.

London, United Kingdom

Promoted to Senior Technician in less than a year. Responsible for maintaining college’s IT systems. PRIME 9955, 750, 550 running PRIMOS 19.4.

London, United Kingdom

General computing role. Assisted in maintenance of hospital’s IT systems.DEC pdp (11/10, 11/34) running RSTE/E.

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