Muhammad Shakeel Email & Phone Number

Pakistan

Lahore, Punjab, Pakistan

Lahore, Punjab, Pakistan

Middle East/ Pakistan

Providing consultancy services to clients, attaining organizational improvement through the implementation of IT management processes and techniques based upon those described in the IT Infrastructure Library (ITIL). Providing strategic and operational consultancies, current state assessments and gap analysis, education and training strategies and.

Lahore, Pakistan

Lahore, Pakistan

• In the role of Principal QA I am responsible for managing and leading product test deliverables.
• Thorough understanding of bug life cycle, experience reporting, regressing, and reproducing application issues.
• Possess strong Analytical, data testing & documentation skills to mentor team with client use case scenarios. Review Test cases with the team and help them find missing test scenarios.
• Have leadership experience coupled with strong organizational skills, multi task, and team player with proven ability to interface with fast paced development teams and mentor junior QA members to deliver on time.
• Mentoring the team of QA engineers for automated test Cases, who are tasked to identify, develop, and improve technical testing process.
• Assessing impact of change requests, patch releases against resource requirements, time constraints.

• Managed and reported on incident logging ensuring compliance is adhered to by service desk representatives.
• Developed and maintained a problem management process and database in line with ITIL principles and best practice.
• Monitor and report on all SLAs ensuring compliance with targets and identifying underlying issues with non-compliance. Assist in the take-on/up-lift of customer support contracts in conjunction with other functions.
• To move the service forward with the introduction of event management and continual service improvement around the core activities defined above.
• Responsible for monitoring and reporting on the performance of incident management in line with ITIL best practice to deliver agreed service levels to customers both internally and externally.
• Define and manage root cause analysis in relation to support issues and customer feedback and implementation of subsequent continuous improvement actions in line with problem management principles within the ITIL.

To efficiently allocate incoming requests to the team, prioritising actions and monitoring team resource so that customer deadlines are met.To identify and highlight best practices in support management through continuous assessment, and feeding process and product recommendations to the Operations Director.To conduct performance appraisals for the team.

- Providing quality Customer Services to overseas and local clients via different communication channels like IM, Phone and ticketing System.Supervision of Technical Support Team including: - General Administration and management- Correspondence with clients & inter-departmental communication- Planning, scheduling and allocation of tasks / resources for.

- Providing quality Customer Services to overseas and local clients via different communication channels like IM, Phone and ticketing System.Supervision of Technical Support Team including: - General Administration and management- Correspondence with clients & inter-departmental communication- Planning, scheduling and allocation of tasks / resources for.

Msc, Computer Science

Matriculation, Sciences