Mohammed Yusuf K Email and Phone Number

Delivering compelling service summary presentations to clients, • Effectively communicating project progress and value. • Regularly collaborating with vendors to ensure smooth communication and successful project outcomes. • Preparing Statements of Work (SOWs) and Standard Operating Procedures (SOPs) for projects. • Ensure accuracy, clarity, and compliance with Accounts/Client standards. • Conducting threshold reviews to assess project progress and identify areas for improvement. • Actively participating in CSIP initiatives, contributing to Identify the process gaps, Process enhancements and efficiency gains. • Monitoring performance metrics and recommended improvements based on data analysis. • Ensuring alignment with project requirements and provide inputs for HLD and LLD improvements. • Organizing Capacity and Available review meetings and drive recommendations and solutions to improve IT Capacity. • Chair Weekly, and monthly SLA review call to ensure smooth running of operation.

• Registering new CIs. adding CIs to whitelist and communicating the update to Asset Management Interface team. • Running SCCM scripts - to Replicate the scope and push the information to TIBCO. validating the CI added to whitelist and rectifying the Errors. Updating the CI information to CM Database and Universal CM Database. • Working with clients across the globe. • Monitoring and escalating the availability to the clients on the daily basis. • Performing the daily, weekly, and monthly reports for different clients. • Suggesting the capability and upgrade of the machines for smooth operation. • Preparing forecast report for the consumption of Processor and Memory. • Hosting chair for review call and stand-up meeting. • Understanding process end-to-end and preparing L4 Documents for the same.

Release Management:• Assisting with coordination of the involvement of internal team and client resources in the UAT process and act as a link to the development and technical teams.• Supporting UAT coordinators in day to day functions during UAT cycle.• Participating in the UAT period release and post release activities.• Coordinate with the development teams to ensure delivery dates and communication to the stakeholders.• Coordinates during Smoke, Regression and Acceptance testing.• Support post release cycle.• Preparing daily and weekly status reports for tracking the progress and communicate the same to higher level management.• Validating the FRD documents on Cisco Knowledge base.Incident Management:• Handling incidents and user service requests end-to-end.• Coordinates for high and critical incidents, P1/P2 process.• Escalation point for Service Delivery Managers and Service Provider Incident Managers.• Monitor Service levels for incident management function.• Validate the use of Knowledge Base on Escalations.• Coordinate with the support team to resolve the priority incidents via group chat or bridge.• Communicate with concerns teams for valid inputs and details.Service Delivery: • Preparation of weekend rota for support teams.• Sending communication to required support team managers and leads for availability.• Acted as single point of contact for the escalations and issue reporting• Chairing the standup meeting and bridge calls.• Operational, KPI and Dashboard Metrics preparation

• Being a NOC engineer, my primary responsibility to analyze the problem, perform the troubleshooting.• Communicate with the concerned team, technicians and other NOCs.• Track the problem with resolution.• Escalate the problem to the appropriate stakeholders.• Pro-active monitoring.• Creating new user accounts in AD and granting access in ACS.• NOC, where I have to work with live site journey tool and consoles like SCOM, MOM, CDC and OEM, Splunk this is a pro-active monitoring and reporting job. • My Job here includes lot of checks and reporting jobs along with monitoring.• Any Issue with above tool, my responsibility is to log an incident and report this to supporting team with minimal response time, so they can work on it.• First Time Fix (FTF) is also part of my job.• Identifying the First Time Fix by coordination with the supporting teams.• Tracking Incident and Requests and passing it to appropriate team for further action.• Creating new knowledgebase articles to capture new learning's for reuse throughout the organization.• Resolving customer's issues via the telephone or email• Reproducing issues in-house and responding back in a timely manner.• Regular follow ups with customers with recommendations, updates and action plans.• Escalate issues in a timely manner according to Standard Operating Procedures.• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.

Rooman Technologies: Jan 2009 – Feb 2010Rooman is one of the India’s leading certification training centers. Across India Rooman trains candidates on Hardware, Networking, Microsoft and Cisco syllabus. Designation: Faculty Job responsibility: • Responsible for training candidates regarding MCSE 2003, CCNA and N+

Traco Software Pvt Ltd – May 2007 – June-2008WorldVentures - integrating many travel sites into one http://www.worldventures.comWorldVentures is one of the best airline ticket search and reservation systems, it searches the web, and compares fares from more than 20 major travel sites for the convenient fare. An IATA affiliated company. Designation: Tech Support Executive Job responsibility: • Responsible for in-house LAN, Troubleshooting and Maintenance.• Responsible for providing Internet connectivity• Proving in-house technical support.• Assisting clients (US) regarding technical issues via both voice and non-voice.• Assisting and troubleshooting website issues via chat using LivePersonTM • Installation and Configuration Hardware, Software and Networks.• Troubleshooting Hardware, Software and Networking issues.

Everonn Systems India Ltd: May 2006-Nov 2006Everonn Systems India Ltd – One of the online education providers http://www.everonn.comA fully integrated knowledge management, education and training company offering a range of services that include creating educational and training content that is globally relevant, designing and executing large learning initiatives and setting up the needed infrastructure for learning and training.Designation: Customer Support ExecutiveJob responsibility: • Giving Presentations regarding Product.• Responsible for setup of the virtual classrooms.• Updating software.• Troubleshooting the technical issues like software and networking problems.• Responsible for providing and maintaining Internet .• Assistance via remote administration tools like PcAnywhere, LogMeIn and Remote Administrator.• Training the center representative.