Mujeeb Mohammed Email & Phone Number

Hyderabad, In

Hyderabad, Telangana, India

Hyderabad Area, India

• Ensure projects are delivered on schedule, within budget and scope requirements • Act as the primary point of contact on engaged projects to ensure proper communication and management of TCS commitments are within customer expectation • Coordinate the activities and flow of information between TCS functional teams (i.e. Product Management, R&D, Sales and Sales Engineering) to ensure customer requirements are fully understood, attainable, and delivered as per the scope of services•… Show more • Ensure projects are delivered on schedule, within budget and scope requirements • Act as the primary point of contact on engaged projects to ensure proper communication and management of TCS commitments are within customer expectation • Coordinate the activities and flow of information between TCS functional teams (i.e. Product Management, R&D, Sales and Sales Engineering) to ensure customer requirements are fully understood, attainable, and delivered as per the scope of services• Provide regular status updates on project deliverables to manage customer expectations• Coordinate with customer on deployment schedules and acknowledgement of project requirements • Coordinate with the Services team to ensure that resources are allocated to the projects • Coordinate with Technical Support teams to ensure that they are properly prepared and ready to support deployed customer systems • Coordinate with Customer Service team to ensure that software and hardware is delivered on schedule • Develop and maintain customer project documentation (i.e.. SOW) • Ensure all outstanding business opportunities for strategic accounts/projects are captured and addressed with the TCS account team Show less

Hyderabad Area, India

Project’s – Motorola Solutions\Toyota Motors\Ingersoll Rand\Educational Testing Systems\Zurich Insurance & AONResponsibilities Include:• To provide an effective communication system across the business/organization during a major incident to ensure that an appropriate Incident Manager/Major Incident Team/Management Group are in place to manage a major incident• Ensuring that major incidents are notified promptly to appropriate management and technical groups, so that the… Show more Project’s – Motorola Solutions\Toyota Motors\Ingersoll Rand\Educational Testing Systems\Zurich Insurance & AONResponsibilities Include:• To provide an effective communication system across the business/organization during a major incident to ensure that an appropriate Incident Manager/Major Incident Team/Management Group are in place to manage a major incident• Ensuring that major incidents are notified promptly to appropriate management and technical groups, so that the appropriate resources are made available• To conduct major incident investigations and to contribute to the business/organization’s knowledge of the causes of incidents• To provide timely information about the causes of incidents and any relevant findings from investigations• To conduct a review of each major incident once service has been restored and, in line with problem management, to look at root cause and options for a permanent solution to prevent the same major incident happening again• To conduct reviews of major incident investigation policy and procedure, independent of the major incident investigation, and to report on them (any lessons to be learned from the policy and procedure review will be considered, and appropriate action taken to ensure any improvements to existing arrangements are implemented within a specified timescale) Show less

Hyderabad Area, India

• Managing a 24x7 team of IT Service Desk Specialist and responsible for the smooth day to day running of the IT Service Desk • Manage the processing of incoming calls to the IT Service Desk via both Telephone \Chat and Self Service Portal to ensure courteous, timely and effective resolution of end user issues. . • Oversee the Quality Control of Incident updates and resolutions. • Act as an initial escalation point for end users. • Manage the escalation of… Show more • Managing a 24x7 team of IT Service Desk Specialist and responsible for the smooth day to day running of the IT Service Desk • Manage the processing of incoming calls to the IT Service Desk via both Telephone \Chat and Self Service Portal to ensure courteous, timely and effective resolution of end user issues. . • Oversee the Quality Control of Incident updates and resolutions. • Act as an initial escalation point for end users. • Manage the escalation of Incidents between the IT Service Desk and other support groups• Ensure the timely resolution of IT Service Requests are provisioned once approved to avoid delays and business impact. • Monitor incident trends and anticipate potential problems for proactive resolution. • Ensure that the business is quickly informed and kept up to date during unplanned / planned outages via email notifications. • Maintaining the Distribution / Security Groups to ensure the Global Address Book is up to date. People Management / Training • Arrange monthly one-to-one reviews with team members and set objectives, training plans• Handle Leave & Performance management for the Team members • Establishes, documents, and updates IT Service Desk Best Practices, policies, process flows• Oversee development and communication of knowledge articles, usage guides. • Oversee the development, implementation and administration of Service Desk staff training • Responsible for leading and motivating the team to achieve the agreed SLA’s and KPI’s • Track and analyze trends in Incident / Service Requests and Problems and generate reports. • Tracking and preparing reports quantifying incidents, problem resolution performance trends, and ensures Acceptable Quality Levels (AQLs) are met. • Provides weekly Call Metrics Reporting, including call volume, abandoned calls, call wait times and other key metrics to track the performance and health of the IT Service Desk Services Show less

Hyderabad Area, India

Job Responsibility Knowledge Manager• Being end-to-end responsible for training of new-joiners to the team• Ensuring sufficient new-joiner education material is available and accessible at all Times • Ensuring all new-joiner education is up-to-date and regularly reviewed about there Process knowledge• Maintaining and updating the new-joiners training module• Bringing up all delays and issues related to new-joiners education to my reporting… Show more Job Responsibility Knowledge Manager• Being end-to-end responsible for training of new-joiners to the team• Ensuring sufficient new-joiner education material is available and accessible at all Times • Ensuring all new-joiner education is up-to-date and regularly reviewed about there Process knowledge• Maintaining and updating the new-joiners training module• Bringing up all delays and issues related to new-joiners education to my reporting ManagerTeam Lead:• Submit or request Knowledge updates on production database• Ensure all KRA’s assigned to me are action-ed promptly • Ensure reporting is in place to monitor progress • Investigate issues whose root cause is insufficient or knowledge defect• Document and implement measures to prevent them from re-occurring • Being a primary focal point of the Team for any Knowledge or Process related Inquiries• Providing directions and advice to other colleagues when appropriate• Be the expert on account- and Service Desk related processes knowledge• Updating the Team of known upcoming process updates and knowledge changesAchievements• Stacked # 1 SME\Team Lead for 8 consecutive months in the Monthly Stack ranking • Certified best of IBM agent for the fiscal year 2013 for maintaining high standards On performance metrics• ITILV3 Certified by QAI London (August 2013)• Certified Medical First Aid Responder from IBM (September 2013) Show less

Hyderabad Area, India

Job Responsibility • Handling inbound calls for Sun Trust Banks• Analyzing the issues related to Desktop and Laptop Computers• Client Interaction for Data Center related activities• Partial access on Active Directory console of different network domains • Administration and maintenance of Microsoft windows 2000 and XP Desktops and Laptops • Installation of software according to the user requirement with proper approvals from The respective managers and IT… Show more Job Responsibility • Handling inbound calls for Sun Trust Banks• Analyzing the issues related to Desktop and Laptop Computers• Client Interaction for Data Center related activities• Partial access on Active Directory console of different network domains • Administration and maintenance of Microsoft windows 2000 and XP Desktops and Laptops • Installation of software according to the user requirement with proper approvals from The respective managers and IT security services• Administration and maintenance of Mainframe applications• Co-coordinating with Network, Server and Security Teams to resolve end user issues• Install, Configure and troubleshoot Desktop applications• Achieving the daily SLA’s like AHT\FCR\ and CSAT within the target set by the Client and the management on the production floor • Routing severity Incident tickets (P1, P2 and P3) to the next level of support in Order to resolve the client issues on time• Motivating and budding up with the new hires on the production floor • Guiding them with their Process related questions and concerns • Coaching them about multi tasking concepts with the ticketing tool and other Applications which is used by the clientAchievements• Stacked top three agent of the floor for the last consecutive 13 months Including 8 times # 1 in the Stacks• Certified best of IBM agent for the fiscal year 2011 for maintaining high standards On performance metrics.• Awarded outstanding performance for the year 2011 by the IBM client (SunTrust Banks) for maintaining high productivity and excellent customer satisfaction On performance metrics• Received multiple client appreciations on the phone calls as well as on emails from The client Show less

Hyderabad Area, India

Job Responsibility · Managing staff and organizing their timing schedule · Training new hires with the process related questions and concerns · Coaching the team members on customer service and Telephone etiquette · Monitoring live calls on random basis and giving real-time feedback to improve their performance metrics · Handling customer complaints, compliments,and rewarding program · Preparing weekly/ monthly /yearly performance reports for the team… Show more Job Responsibility · Managing staff and organizing their timing schedule · Training new hires with the process related questions and concerns · Coaching the team members on customer service and Telephone etiquette · Monitoring live calls on random basis and giving real-time feedback to improve their performance metrics · Handling customer complaints, compliments,and rewarding program · Preparing weekly/ monthly /yearly performance reports for the team members · Following up on performance of the sales team · Motivating the team members to achieve the sales targets on daily basis · Working a flexible schedule based on business needs that include evenings,weekends and holidaysAchievements' · Stacked # 1 agent for the production floor for 11 times out of 18 months · Received best agent of the quarter for consecutive three times in a row for 2009 on the basis of customer satisfaction surveys conducted by the company · Received multiple client appreciation on emails · Nominated for a work shop on customer satisfaction by Show less

Hyderabad Area, India

Job Responsibility· Worked closely with other Sales Team members to provide a high degree of attentive, Professional Customer service· Followed up on all customer needs and requests· Identified new opportunities for extending services & solutions· Setting the target for the Sales Team

Bachelor Of Science Mpe, 2011

3 Training Courses Art of Sales, Business Etiquette, Telephone Etiquette, Customer Service, Employee Outcomes ,Time Management, Team.

Ssc, Maths