Mirza Abdullah Baig Email & Phone Number

Hyderabad Area, India

 Transitioned work from US to India on specific components of the Order Management System product Lead a team and provided guidance and escalation for day-to-day Client Solutions responsibilities Drive the creation, implementation & maintenance of SOP / Checklists across solutions teams for streamlining delivery and support Developed necessary SLAs and OLAs in order to meet the necessary KPIs  Act as advocate for product supportability Coached and mentored a team of Solutions Analysts  Provided critical feedback to employees in order to promote employee professional development Participated in the process of growing the team by conducting interviews and assisting the Recruiting Team Contributed to various training initiatives to continue to enhance product and process knowledge within Client Solutions Build strong relationships with clients and third-parties and act as a point of escalation Developed and maintained strong working relationships with all internal stakeholders across Project, Product, Program & Support teams to drive process excellence Work with various Client Service teams to provide valuable insight and feedback in clients’ day-to-day activities Monitoring the utilization levels across teams & regions under solutions vertical and publish the reports to enable leadership to take data driven decisions Optimized resource management including team roster and leave management to fulfill business needs Knowledge management using Confluence and following the incident & event management through ServiceNow Preparing and conducting monthly, quarterly and yearly results from service and operation performance reviews. Promoting the Client Solutions team as a core asset with senior management  Performing statistical analysis on changes, incident and event volumes, trends in the Global solutions desk Regular gap analysis, which identifies areas where current and future expectations are clearly set with the associates

ITIL based Support Services, Cloud Computing, Digitization, Automation. Project and program management, customer interaction, process development and personnel leadership.  Ownership of program outcome, as measured by customer delight, team engagement, project profitability, technical success, and schedule achievement.  Review Projects with Project Managers from Resourcing, Process, Schedule, Quality of Deliverables & Service Level Agreements Review loading factor for optimal use of resources towards project profitability, as applicable Provide/Mobilize Technical/Functional support to project team to resolve Customer/Delivery escalations. Review development of Delivery Methodologies, Tools and Templates for Service Offerings Review Project level Risk Management Plans and Support implementation of best practices across projects. Review the Project Audit Reports and arrive at corrective actions for their closure. Prepare Statement of work and Change Orders as needed during renewals. Drive Major Incidents through bridge calls, constant updates to Stakeholder teams till resolution. Drive Critical Period Readiness and Month End activities Process Standardization, Service (SIP), Automation opportunities and Process Improvement Plans Status reports, Progress reports, Trend, Forecast and Variance Reporting Prepare and manage the document repositories. Ensure frequent updates to KT documents, application topologies and knowledge base articles. Setting Expectations, conducting One-O-One, Giving Feedback, Recognizing and Rewarding. SME/competency building and guide training paths for the team Drive Monthly and Quarterly Review meetings and analyze performance metrics.Operations ManagementStakeholder ManagementCoaching & MentoringPlanning & BudgetingConflict ResolutionPeople ManagementTransition ManagementRisk Management

Windows Servers and System Center and other monitoring toolsTechnical LeadVendor ManagementApplications Monitoring Design & Support

 Infrastructure Project implementations and managing 800+Domain Controllers using Win2003 & Win2008 across the globe spanning multiple forests & Domains, this includes troubleshooting and maintenance. Perform Audit and Risk Assessments\Remediation for Active Directory. Perform regular system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups Patch management involving evaluation and approval for rolling out patches in production. Design, develop, test and document services solutions related to Active Directory. Maintaining and managing Active Directory, DNS, DHCP, DFS, Share point and File Print Servers and Terminal Services Hands on experience with MIIS/ ILM, Virtualization and various Quest products. Involved in multiple Operational Projects for Redesign, Virtual to Physical Migrations and Hardware refresh, Site Exit & Migrations, Infrastructure Split and Integration Projects. Configuring SCOM Alerting & Notifications and leverage SCOM to monitor and resolve potential issues. Customize Monitors, Rules, Attributes, Groups, Views & tasks including customization of MP’s for various products.Projects Have been instrumental in the Active Roles Server Refresh from 6.1 to 6.7.  Played a major role in the Datacenter Restack and Datacenter Migrations in ASIAPAC region and involved in the CTS Directories Windows Server 2008 Refresh. SCOM implementation to monitor and manage entire CTS servers.Project ManagementTechnology ImplementationsITIL Foundation Certified

 Handled multiple projects for IPSEC implementations, DNS Optimization, AD Site Subnet Management, Datacenter migrations, Server OS upgrades. Lean project implemented for Global Site and Subnets communication to business on a monthly basis which resulted in Incident reduction and adherence to Security compliance New PCC levels defined in Mercury Kintana based on the incident/request criteria Implemented Lean project, eliminated waste in terms of Incident Reduction by 23% Driving Open case analysis and reducing number of Open cases by12%. Involved in improvement of Process Resolution level, did a detailed analysis of case types, which enabled technical desk to get additional access of various applications thus resulting in improvement of process Resolution level by 30%. VOC SPOC for handling any queries regarding the VOC and providing feedback and create service improvement plans to enhance the user’s experience. Support and Change Control workflow Data Security support and Account management IT Infrastructure Management Lean implementationSix Sigma Green Belt TrainedMicrosoft Certified Systems Engineer

Master'S Degree, Computer Science

Education record

Education record