ISMAIL BASHA
Summary
- Dedicated Team Leader with 7 + years of expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling and a professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome.
- Sound understanding of ITIL process including service desk support structure, SLA, Incident & Problem, Change, capacity, availability and Release Management.
- Demonstrated excellence in managing 24x7 team for global customers.
- Ensured continuous interaction with the customers to make sure that area of concern can be worked upon for improved service levels.
- An effective leader with strong communication, analytical and problem-solving skills.
- Knowledge of SCCM ,DNS, Kerberos and Windows Authentication, to include authentication with other technologies for Single Sign-On
- Experienced in delivering projects in multi-region and cross-functional teams with direct employees and vendor resource
- Prepare project plans and ensure that procedures and knowledge transfer is written clearly using diagrams, graphs and charts and stored in a central repository Windows Server administration, systems documentation, backup configuration, systems performance monitoring, systems availability monitoring
- Knowledge and troubleshooting skills for Group Policy on local workstations and servers.
- MS Office (Word, Excel & PowerPoint) & MS Access, MS O365,Desktop and windows, Data migration when user is migrated from different domain
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Lead- Desktop Engineering
Tata Consultancy Services Ltd.
Bangalore
10.2020 - Current
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Organized regular meetings with all stakeholders to ensure clear communication between departments.
- Coordinated resources across multiple teams to achieve project goals within budget constraints.
- Identified opportunities for process improvements, implementing changes when required.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Created detailed reports on team activities as requested by management.
- Maintained accurate records of employee attendance and task completion times.
- Analyzed data from various sources to identify trends or patterns in customer behavior.
- Delegated tasks appropriately according to individual skill sets.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Reviewed existing systems and procedures regularly, suggesting ways they could be improved or optimized.
- Collaborated with management team to implement new work procedures or policies.
- Fostered positive employee relationships through communication, training and development coaching.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands.
- Implemented performance, quality and efficiency measures to achieve aggressive production goals.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Gathered business requirements from users to convert to technical requirements.
- Offered training and support to keep team members motivated and working toward objectives.
- Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
Business Process Lead
Tata Consultancy Services Ltd.
Bangalore
02.2018 - Current
- Design, develop, implement, and maintain IT policies and associated training plans for SCCM 2012 infrastructure administration
- Created and implemented process improvement initiatives to increase efficiency, reduce costs, and improve customer service.
- Developed detailed business process models to document current state processes and identify opportunities for improvement.
- Conducted stakeholder interviews to understand the impact of proposed changes on customers, employees, and other stakeholders.
- Led workshops with key team members to develop future state process designs that improved customer satisfaction and reduced costs.
- Analyzed data from existing systems to identify areas of opportunity for streamlining operations and increasing productivity.
- Facilitated cross-functional collaboration among departments to ensure successful implementation of new processes.
- Identified potential risks associated with process changes and developed mitigation plans to address them.
- Ensured compliance with all relevant internal policies, procedures, and regulations related to business processes.
- Collaborated with IT teams to design system solutions that supported new or revised processes.
- Resolved issues arising during implementation of process improvements in a timely manner.
- Performed root cause analysis on identified problems in order to recommend long-term solutions.
- Tracked project milestones using appropriate tools such as Gantt charts or Kanban boards.
- Provided technical support when needed in order troubleshoot any issues encountered by users.
- Analyzed business processes and workflows and developed automated approaches to boost productivity.
- Assisted with driving strategy through development and implementation of new processes by working closely with upper management.
- Kept meticulous documentation on business processes and gathered data into reports for dissemination to stakeholders.
- Conducted reviews of assigned organizational and functional activities and evaluated adequacy and effectiveness of management controls over each area.
- Served as primary interface between stakeholders and IT Department, communicating proposed implementations of new systems and current system upgrades.
- Collected and analyzed user stories and leveraged data to enhance and expand future process planning and solution strategies.
- Enacted new and re-engineered existing policies, procedures and processes to support improved practices across service delivery, sales development, business generation and long-term planning.
Technical Service Engineer
Hewlett Packard Global Soft Pvt. Ltd.
Bangalore
09.2016 - 02.2018
- Provided technical assistance to customers regarding product installation, operation and troubleshooting.
- Developed and maintained customer relationships by providing prompt and accurate solutions to inquiries.
- Performed preventative maintenance on equipment in order to ensure optimal performance levels.
- Investigated customer complaints and identified root cause of issues.
- Created reports detailing service activities for each customer visit.
- Documented detailed notes about all activities performed during service calls.
- Analyzed system configurations to identify possible improvements or upgrades.
- Resolved complex problems by researching available sources of information such as manuals, websites.
- Tested new products and software releases for compatibility with existing systems.
- Trained end-users on proper use of hardware and software applications related to their job functions.
- Installed operating systems, drivers and other software components according to customer requirements.
- Collaborated with internal teams to develop customized solutions based on customer needs.
- Tested and inspected machinery or equipment to diagnose machine malfunctions.
- Created step-by-step procedures for day-to-day tasks to streamline workflow and improve efficiency.
- Developed and implemented operations manuals, policies and procedures and maintenance program schedules.
Education
BE – EIE -
ACE College
01.2015
XII -
Seventh day Adventist school
01.2011
X -
Velankanni Matric Hr sec School
01.2009
Skills
- Project Management
- Global Incident Management
- Team Management
- Process Management
- Process Road
- Map
- Service Delivery Management
- SOP’s / SLA
- Management
- Resolution Specialization
- Escalation Management
- Knowledge Management
- Operational Optimization
- Training & Development
Personal Information
Date of Birth: 10/28/93
Languages
- English
- Hindi
- Urdu
- Tamil
- Telugu
- Kannada
Certification
- ITIL 4 - Certified
Accomplishments
- Received on spot for the year 2020 & 2021 (Best Performer)
- Received Service and commitment award in March - 2022
Timeline
Team Lead- Desktop Engineering
Tata Consultancy Services Ltd.
10.2020 - Current
Business Process Lead
Tata Consultancy Services Ltd.
02.2018 - Current
Technical Service Engineer
Hewlett Packard Global Soft Pvt. Ltd.
09.2016 - 02.2018
BE – EIE -
ACE College
XII -
Seventh day Adventist school
X -
Velankanni Matric Hr sec School
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)
Arun VArun V
Program Manager at Tata consultancy services | Financial Ombudsman ServicesProgram Manager at Tata consultancy services | Financial Ombudsman Services