Mohammed Syed Email & Phone Number

Phoenix, Az, Us

Santa Clara, Ca, Us

• Work closely with service, product, and business owners to integrate service management practices into the delivery of IT services.• Manage the ServiceNow PTASKS, problem records, and reporting with an established cadence.• Participate in the Post Major Incident Reviews.• Provide Gap Analysis and process solutions for Incident/Major Incident/Problem Management Maturity.• Understanding of Knowledge Articles and Known Error Database and when they should be leveraged in the Problem Process.• Build knowledge base and knowledge transfer programs. • Follow Up and assist in the accurate closure of Problem Records.• Worked closely with Stakeholders to capture pain points and identify areas of improvement.• Designing and implementing business processes and continual service improvements within the IT organization to minimize negative business impacts and maximize revenue.• Responsible for Establishing process and procedures to identify gaps in customer facing applications and ensure problem detection of the support teams before customer detects.• Responsible for facilitating Client/Agent training and process walk-throughs as needed.• Assist teams towards areas of automation and integrations into the ITIL processes.• Responsible for creating, maintaining, and updating Incident Process and Policy documents.• Responsible for following up on open/stale PTasks for updates and drive to closure.• Coordinate and pull data for monthly KPI metrics.

Petaling Jaya, Selangor, My

• Responsible for documenting ServiceNow solutions and implementations for IT Asset Inventory (ITAM)• Responsible to review the Hardware Asset Management functionality to ensure it aligns with business objectives.• Responsible for planning the implementation design by deriving different data sources within each asset class.• Responsible for the development of wireframes, architecture diagrams and workflow diagrams.• Responsible for drafting meeting minutes for blueprinting sessions• Responsible for drafting stories for development team• Responsible for validating sprint development• Responsible for conducting client show-back sessions and gathering feedback.• Responsible for sharing client feedback with development team• Responsible for updating the weekly status report.• Responsible for drafting Configuration Specifications Qualifications • Responsible for documenting ServiceNow solutions and implementations for IT Asset Inventory• Responsible for IT Asset Inventory field mapping.

New York, Ny, Us

• Responsible for managing the ITSM & ITAM to initiate process improvements by collaborating with the Product teams to track improvements by creating a feedback loop between the servicing and product teams for the Site Services America's organization within digital workspace under American Express Technologies.• Responsible for all activities related to ITSM & ITAM, such as key stakeholder presentations, meetings, metrics, knowledge mapping, data quality, product mapping, change awareness, requirement gathering, quality of operations reporting for all dashboard visualizations on Tableau etc.• Responsible for data analysis for identifying the top problems by product through the “close notes” and “short description” for each incident and organize training plans to address areas in need of improvement for colleague education.• Assisted in Developing Voice of Servicing - Problem Management, Operations Dashboard metrics through Tableau derived from ServiceNow data• Responsible for implementing ServiceNow ITAM process and procedures using ITIL framework and evaluating the processes used to manage hardware inventory and status reporting.• Extracted, interpreted, and analyzed data to identify key metrics and transform raw data into meaningful, actionable information.• Work with the product and site service teams to ensure that the performance of the team achieves the defined performance targets and KPIs• Created and maintained product mapping based on the knowledge / product ownership group. • Delivered value added solutions that focus on ITSM, ITAM based on ITIL best practices.• Strategic thinking to produce different reports focusing on MTTR, FCR & per Capita ticket data by product or service channel to ensure the cost of servicing a ticket goes down.• Worked closely with the automation team on intent mapping using the RASA technology to take regular sentences/text and use some syntax to identify a type of entity within each intent.

• Responsible for implementing Asset Management process & procedures using ITIL framework• Provided analytical support to improve the quality and consistency of Information Technology related procurement activities.• The projects and initiatives entails research, data analysis, scope, objectives, requirements, outreach to stakeholders, work flow process, defined roles and responsibilities, implementation, training, manage new processes, metrics , and reporting.• Consolidated, streamlined, and implemented the IT invoice process, IT contract management, and IT contract data management.• Consolidated IT contracts to one source for IT cost management and report capabilities.• Researched best practices and data to ensure effective and efficient business practices.• Performed quality assurance, checked for internal controls, and audited data to ensure Software compliance.• Analyzed the data and how it can be used to improve Software planning, usage, and save costs.• Collaborated with IT analysts, specialists, and team leads to develop procedures to store, distribute and report on hardware inventory.• Integrate new data sources for structured / semi - structured and unstructured data from various sources in support of the electronic marketing management tools and other related systems.• Ensure compliance with all applicable data privacy regulations and policies as they relate to both firm and client / contact data.

• Worked on the development of the product – CG(Conference Genie) which provides an easy way to record and analyze meetings over the phone and web.• Worked closely with the software and systems engineer to develop the product.• Providing analytical support to improve the quality and consistency of Information Technology related procurement activities. The projects and initiatives entail research, data analysis, scope, objectives, requirements, outreach to stakeholders, work flow process, defined roles and responsibilities, implementation, training, manage new processes, metrics, and reporting.• Analyzed the data and how it can be used to improve hardware planning, usage, and save costs.• Evaluated the processes used to manage hardware inventory and status reporting.• Collaborated with IT analysts, specialists, and team leads to develop procedures to store, distribute and report on hardware inventory.

New York, Ny, Us

• Supported the governance of software and related assets across the enterprise, development of the organization 's ESAM plan and the deployment of the resources that will be necessary to ensure its execution.• Responsible for IT purchasing of hardware, software, support contracts and licenses.• Responsible for documenting software assets and assigning management activities to specific individuals in the organization.• Ensured process activities such as Incident Identification, Incident Logging, Incident Categorization, Incident prioritization, Initial Diagnosis, Incident Escalations, Investigation & Diagnosis, Resolution & Recovery and Incident Closure.• Evaluated existing asset management systems and the design, implementation, and management of new / improved systems for efficiency and effectiveness.• Determined scope of the asset management processes, function, the items that are to be controlled, and the information that is to be recorded.• Assisted with development of incident process documentation & incident reports.• Responsible for the daily and long - term strategic management of software and technology - related hardware within the organization which includes planning, monitoring, and recording software license and/or hardware assets to ensure compliance with vendor contracts.• Assisted in forming procurement strategies to optimize technology spend across the organization.• Developed and implement procedures for tracking company assets to oversee quality control throughout their lifecycles to ensure compliance with the Company policy.• Supervised the overall management of assets that are under the concerned line of business.

Palatine Road, Lancshire, Gb

• Implement, maintain and support reliable, timely and reproducible builds for project teams.• Maintained build related scripts developed in ANT, Python and shell. Modified build configuration files including Ant's build.xml.• Worked with development team to migrate Ant scripts to Maven.• Experienced in authoring pom.xml files, performing releases with the Maven release plugin, deploying of Java projects and managing Maven repositories. Researched and implemented code coverage and unit test plug-ins with Maven/Hudson.• Used Maven dependency management system to deploy snapshot and release artifacts to Nexus to share artifacts across projects.• Configured and maintained Hudson to implement the CI process and integrated the tool with Ant and Maven to schedule the builds.• Participated in the release cycle of the product which involves environments like Development, QA, UAT and Production.• Coordinate with the Development, Database Administration, QA, and IT Operations teams to ensure there are no resource conflicts.• Managing the code migration from TFS, CVS and Star team to Subversion repository.• Implemented continuous integration using Jenkins• Created repositories according the structure required with branches, tags and trunks. Configured application servers (JBOSS) to deploy the code.• Configured plugins for the integration tools to the version control tools.• Worked with the developers to configure plugins trough Eclipse to develop the code.• For check in process used Tortoise SVN as a migration tool.• Utilize Jira for issue reporting, status, and activity planning.• Extensively used ANT tool to do the builds, integrated ANT to Eclipse and did local builds.• Integrated Apache Maven with Jenkins for the builds as the Continuous Integration process.• Responsible for communicating next steps, deployment schedules, quality assurance, validation and defect tracking/ resolution.

Luton And Bedford, Bedfordshire, Gb

Gurgaon, Haryana, In

Master Of Business Administration - Mba, Computer/Information Technology Administration And Management

Master'S Degree, Computer Systems Networking And Telecommunications

Bachelor'S Degree, Computer Science