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 deliveries. Design, delivery and support of the full range of IT management Controls and processes.Delivered several open and in-house accredited training including ITILv3 foundation, ITIL v3 OSA, ITIL v3 CSI.Responsible for the development of the ITIL V3 curriculum lifecycle, consulting and publishing products. Developed courseware for ITIL based ITILv3 qualification scheme training including ITILv3 Foundation, ITILv3 Operational Support & Analysis OSA, ITILv3 CSI.

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.• Introducing consistent formalized testing best practices, moving from ‘detecting defects’ to ‘preventing defects’• Testing knowledge in an Agile – SCRUM environment• Strong experience with Test automation planning, design and execution• Knowledge of networking protocols and web technologies • Work with IT customers on to ensure they are getting the most value from the IT and the services being provided• Complete schedules, time reporting, project status and other related reporting as per client requirements• Provide technical support as needed, resolving client technical issues during engagement

• 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 within the business.• 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 framework.• Manage and maintain/develop the Problem Management database with a view to publishing to customers for self-service purposes Responsible for the clarity and consistency of the customer information database in relation to incident management call logging.• Compiling departmental reports and service statistics and highlighting and investigating anomalies• To lead, mentor and develop the incident management and problem management process implement a clear SLA adherence policy with effective reporting whilst inspiring the service desk representatives to exceed targets.• Used knowledge of the systems and processes to optimize departmental efficiencies and service levels.• Defined and developed a clear and consistent problem management process capturing output in a concise and searchable format (database)• To make recommendations for improving processes, policies and service levels

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, identifying weaknesses and offering coaching and mentoring in areas that require it.To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.To compile reports on SLA targets, numbers and types of request,communicating findings to the Operations Director and to respond to any further requests for data that are required for analysis.To communicate and be the focal point for the dissemination of information from management to the team and vice versa.To work with the Customer Relationship Team leader to implement service delivery requirements.To conduct quality control checks and edit work if necessary, identifying and highlighting best practice for Support Services team and sharing this with the team.To ensure that knowledge management and data capture processes are adhered to by Support Team, in order to issue reports and reuse existing information efficiently.To commission specialist research in subject areas where value can be added.To brief service issues to the Customer Care Manager and the Customer Relationship Team and assist where needs be in the resolution process.To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.To work with CRM team leader to ensure that there are always sufficient resources in place to meet call-handling needs and e-mail requests from prospective customers of the service.

- 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 24x7 teams.- In-house Product Trainings- Data Preparation / Entry Services- Technical Support Services (Level 1 & 2)- Onsite/Remote Product Trainings, installations & troubleshooting- Handling Client calls for product info. & Technical support.- Preparing/escalating regular progress reports to higher management

- 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 24x7 teams.- In-house Product Trainings- Data Preparation / Entry Services- Technical Support Services (Level 1 & 2)- Onsite/Remote Product Trainings, installations & troubleshooting- Handling Client calls for product info. & Technical support.- Preparing/escalating regular progress reports to higher management

Msc, Computer Science

Matriculation, Sciences