Tech

Mindtree Ltd (June 2016 to December 2019): Crisis Manager for Major Client

Wipro Technologies (Oct 2013 to May 2016): Major Incident and Change Manager.

IBM India Pvt. Ltd (May 2010 to Oct 2013): Incident Management and L2 support for Global Client

DELL International services (Mar 2009 to April 2010): Technical support executive for DELL USA.

Knoah Solutions (Jul 2008 to Feb 2009): Technical Support Engineer for Palm cooperation.

(Contract to hire from Magna Infotech in March 2018)

• Monitor assigned Applications and services for High priority Incidents
• Facilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor support
• Initiates Crisis Protocol for any Incident where the Priority is Critical, and the impact involves a Critical Business Application or Core Infrastructure Service
• Liaison between Crisis Manager and the Technical Team during a Major Incident where the Priority is Critical, and the impact involves a Critical Business Application or Core Infrastructure Service
• Consult with Crisis Manager from the client if a leadership decision is needed
• Ensure timely communication to the to pre-determined group lists based on the service impact.
• Document troubleshooting activities and resolution details in the Incident Work Notes, to provide an accurate timeline for post incident review.
• Provide first-line investigation and diagnosis of all low priority incident as per trouble shooting guide
• Prepare and present weekly and monthly KPI metrics reports to client.
• Update and maintain dashboards using Power BI and client specific querying tools.
• Training new Joiners on Process related issues, quality parameters and other required skills for the job.

ITIL Incident and Crisis Manager

Role 1: Major Incident Management:
• Facilitate Major Incident using Major incident protocol.
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
• Provide guidance to the Incident Process Coordinators.
• Monitor Critical incident queue in remedy and follow up with the support group for closure.
• Responsible for communicating with the Incident Process Owner.
• Ensure notifications are sent on timely manner.
• Ensure critical tickets are updated with up to minute information.
• Manage outage tracker with updated and accurate information.
• Monitor and report process violation.
• Ensure Problem records are created for all Major incidents after resolution.
• Ensure the closure of all resolved and end-user confirmed Incident records.
• Ensure all operations documentation is updated and available in SharePoint in a timely manner.
• Preparing Incident reports and communicating with the Management and Stakeholders.
• Remediate deviation of process for its particular division/department/school.
• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
• Identify, initiate, schedule and conduct incident reviews.
• Member of a team who defined the IT Incident Management Policy.
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Role 2: Change Manager:
• Receive, log and allocate priority to all RFCs and reject inappropriate RFCs.
• Table the verified RFCs for CAB meetings.
• Convene and Chair the CAB or ECAB and change review meetings with all key stakeholders.
• Authorize acceptable Changes (according to CAB decisions)
• Publish change schedules to all the stake holders.
• Liaise with all parties to coordinate change building, testing and implementation
• Update Change log with progress.
• Review all outstanding RFCs waiting consideration or action.
• Reviews all implemented changes to ensure that they have met their objectives and conduct Post Implementation review for failed changes.
• Analyze change records to determine any trends.
• Management reporting on the Change management performance.
• Schedule Change Management process training for all the technical towers.
• Suggest and implement Service Improvement plan to the management to the stake holders.

Associate consultant

Role: IT Helpdesk Level2 support
• Primary job function was to provide level2 support for all ABB Employees.
• Local/Network issues related to printers.
• RSA token access and troubleshooting.
• Support for Internet/Intranet/VPN issues.
• User account management (creation, deletion, accesses)
• Second level support for OS/Hardware and Software issues.

Incident Management.
• Point of contact for major incidents and determine if an incident needs to be escalated according to priority and severity of issue and follow up till closure
• Ensure that Incidents assigned to the Support Groups are resolved and that service is restored.
• Identify the incidents and participate in post incident review.
• Identify potential problems and/or increasing trend of repetitive Incidents
• Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents.
• Escalate all process issues to the Incident Manager.

Senior Technical Support Representative

• Level one support for Internet connectivity (wired and wireless, setup and support for router configuration.
• Support on PC and OS related issues such as slow performance, Blue Screens, formatting the HDD and OS installation/reinstallation.
• Single point of contact for printer software, uninstalling/reinstalling of the printer software using the desktop sharing.

Technical support analyst

? Identifying the issue for HW or SW failure using the product specific techniques.
? Uninstalling/reinstalling the Sync software on the computer for Sync related or software corrupted issues.
? Assisting the customer in navigations, usage of the mobile device and its related software on the computer.

Technical Support officer

Find out detailed information about Asrar Farooqui,  in Seaside, OR

Asrar Farooqui: in Seaside, OR

Asrar Farooqui

Avanthi Degree College

Jah College of Engineering & Technology