Sameer Usman Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru Area, India

• Enable and champion an IT service culture. Oversee development of ITSM-based management processes and control to ensure quality is maintained to meet business objectives.
• Assume leadership role in developing, coordinating and maintaining comprehensive business contingency plans and validation methodology, to ensure the firm’s ability to recover, in the event of an unforeseen disruption.
• Responsible for gathering / analysing clients’ requirements by interacting with them on a regular basis to provide post implementation support for IT projects.
• Accountable for resolving and troubleshooting all client related issues along with handling escalations raised by the team as well as the client
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
• Instrumental in leading all project related activities like complete project management including Workflow design, Estimations, Risk Analysis, Work Allocation / Monitoring, Schedule Implementation, Budgetary Control.

Bangalore

• Monitoring Change queues and changes being implemented in the environment.
• Build/Maintain Consolidated Change Schedule Create Forward Schedule of changes and communicate the same to the account.
• Attend / Chair daily change meeting(s)(CAB); facilitate where necessary
• Initiate e-CABs for emergency changes and ensure that all emergency changes are put through the e-CAB with required justification.
• Communicating pervasive issue changes to Controller for their region
• Reviewing failed and cancelled changes to identify the cause of failure to ensure no outstanding issues exist. Determine if additional attention is required and ensure issues are resolved.

Bengaluru Area, India

• Co-ordinating with the technical teams and making sure that the issues are resolved within the agreed level of time and thereby avoiding SLA breaches.
• Ensuring the quality and accuracy of information present in the problem record.
• Validating the severity and urgency level based on the service/business impact in consultation with Reporter, Resolver and Client Interface.
• Providing timely incident resolution status to Account Service Managers.
• Pro-Active management on follow-up of major incidents recorded and validating, correcting problem assignment, if required.
• Scheduling and organizing service recovery calls during the major incidents and thereby facilitates quick incident recovery.

Bengaluru Area, India

• Accountable for the quality and integrity of the Incident, Problem and Change Management processes for IT services.
• Prioritizing and facilitating the recovery of all P1/P2 incidents with appropriate reporting and notifications to key stakeholders.
• Ensure key performance indicators are measured for Incidents, Requests, Problems and Knowledge Management and report trends of process maturity levels and tool adoption.
• Ownership of the incident lifecycle to satisfactory resolution as confirmed by Service Management. Manage the Incident SLAs.
• Maintain known errors database and incident workarounds (CMDB). Guide resolver groups and provide input into future functionality and features through Service Management.
• Identify trends and potential Problem sources (by reviewing Incident and Problem analyses) by using various Problem Management techniques, such as the Pareto Analysis, 5-whys or fishbone diagram..

Bengaluru Area, India

• Played a pivotal role as a standby Service Desk Team Lead.
• Maintained staffing and skill levels throughout operational hours by managing shift staffing schedules, etc.
• Developed statistics and management reports and forwarded to senior management. Represented the Service Desk at meetings.
• Organised staff training and awareness sessions. Provided assistance to Analysts in providing first line support when workloads are high, or where additional experience was required.
• Responded to phone calls and emails from staff regarding IT issues and queries.
• Actively involved in:o Maintaining an Asset Database and track changes.o Providing 1st and 2nd line support - troubleshooting of IT related problems from in - house software to hardware, such as Laptops, PCs and.

Bengaluru Area, India

• Provide technical support via phone, chat or e-mail for AOL U.S.A. members in troubleshooting customer queries.
• Desktops and Laptops running Microsoft Windows operating systems ranging from 95 to Vista.
• America Online bundled software from America Online 1.0 to AOL Suite and Instant Messaging software from 1.0 to 7.0.
• Internet Connectivity (Broadband & Narrowband), Home networking.
• Web browsing in America Online software and browsers like Internet Explorer, Mozilla Firefox, Safari, Opera etc.
• TP (File Transfer Protocol).

Bachelor Of Commerce (B.Com.) And Compluter Applications, E-Commerce/Electronic Commerce

10Th Grade - 12Th Grade

Education record