Nooruddin Soudagar

  • H.NO 81 2nd Floor Bazaar street,Neelasandra.Bangalore Karnataka

Over all 8 Year’s Experience in IT

OBJECTIVE

A position in the Field in which my skills, experience and knowledge be effectively utilized to contribute to the company’s integrity and productivity while providing opportunities for professional and personal growth.

Work History

Work History
Aug 2011 - Present

Associate Operations Manager

Cognizant Technology Solutions

Working as Operations Manager and Handling 35 Members Team(SERVICE DESK)Driving the SLA's and Quality of service desk

Feb 2008 - Jul 2011

Quality Analyst

Alcatel-Lucent Technologies

Worked as Quality Analyst,doing DSAT and CSAT and sending reports to the client and management with the feedback given to the agents.

Jun 2006 - Jul 2007

Customer Support Engineer

Silicon Info System Hardware Networking

Handling Hardware and Software issues of the cutomers(Field Wor)

RESPONSIBILITIES

Cognizant Technology Solutions

 

  • Maintain the effective Service Delivery with accurate Service Level Management.
  • Suggest process improvement/technical suggestion on regular basis which will help improve operations.
  • Primary coordinator for BCP related tasks.
  • Having call with the Audit Team to check Quality and other parameters are adhered by all the associates.
  • Analyze the team performance and provide adequate training
  • Team Meeting to understand or suggestions on process improvement
  • Attending MSR and PMR Meeting and understanding the Business requirements
  • Attending the CAB Meeting for any Change Request and the Approval Process
  • Enabling teams to deliver high-quality services
  • Driving the Team to meet the SLA as agreed to the customer.
  • Facilitate meetings with application and technical services resources to resolve identified problem requiring permanent resolution
  • Helping the Team Leads on Change Request, Problem and major Incident Tickets.
  • Technical & Process Training, coaching and mentoring Team members and corresponding assessments.
  • Point of contact for technical escalation.
  • Validating Daily Dashboard which is done by Lead and the OTSLM Data
  • Day to Day operations and people management
  • Organize team huddles and work towards keeping the team motivated at a higher level
  • Assign routine tasks to the team and to Shift Leads
  • Take care of job rotation of the Associates and the Tech Leads
  • Taking care of recruitment by conducting interviews for suitable ELT’s and Laterals for the project
  • Guiding the team to focus on the areas on daily basis.
  • Ensure that standards and practices are consistently maintained within and between each team
  • Manage the associate's appraisal process.
  • Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from team.
  • Responsible for preparing and delivering monthly and quarterly Business Reviews to clients.
  • Responsible for understanding and working with the client’s statement of work. Other duties as assigned.
  • Managing and coordinating with Vendors and Partners for smooth flow of Delivery.

Quality Analyst: Alcatel-Lucent Technologies

  • Working knowledge on the HP OVSD ticketing tool.
  • Worked on Siebel Ticketing Tool
  • Analyzing DSAT reports, sending reports to the management and giving feedback to the agents.
  • Sending daily login reports to the management
  • Analyzing monthly audit reports and giving feedback to the agent
  • Assisting the juniors with the knowledge based scripts and tools
  • Working on the tickets which were routed to the wrong workgroup
  • Handle high & top priority service calls (Coordinating with the server team to resolve the incidents & priority tickets)
  • Managing floor –support and ticket approvals in the Process.
  • DSAT / Cause / Fault Analysis execution on a daily based on the SLA’s
  • Giving live feedback to agents on their ticket defects & setting corrective Action
  • Conduct Root Cause Analysis based on customer feedback and available
  • Check the Attendance infer any potential deviations in SLA’s due to Absenteeism.
  • Do Floor walking when needed.
  • Send out the Open Tickets details and Case Aging to the team.
  • Analyze trends on staffing to keep a check on SLA’s
  • Identifying Top Call Generators
  • Sending out Process updates and creating KB Articles for the team.

 

Customer Support Engineer : Silicon Info System (Hardware Networking Service Provider)

HARDWARE AND NETWORKING

  • Installation, and configuration and administration of
  • Win 2000/03
  • Managing user accounts and trouble shooting of LANs.
  • Managing internet connections
  • Configuring TCP/IP DNS, DHCP AND WINS
  • Assembling of pcs and routine trouble shooting, servicing and
  • Maintenance on site
  • Trouble shooting account lockout issues
  • Installation of multimedia kit CD rom Drive Ethernet Scanners Modems and Printers and Back Devices

Education

Education
Jun 1997 - May 2000

BBA Bachelor of Business Administration

DHARWAD UNIVERSITY
Jun 1996 - Apr 1997

Dharward Universit -Commerce College

MP Miriji College of Commerce
Apr 1995

SSLC

Islamiya High School

CERTIFICATIONS

 MCP (MICROSSOFT CERTIFIED PROFESSIONAL)

 

MCSA (MICOROSOFT CERTIFIED SYSTEMS ADMINISTRATOR)

 

  • Installing, configuring and administering Microsoft windows 2000 professional
  • Installing, configuring and administering Microsoft windows 2000/03 server
  • Implementing and administering Microsoft windows 2000/03 network infrastructure.
  • Implementing and administering Microsoft windows 2000/03.active directory services. Managing Microsoft windows 2000/03 network environment.

PERSONAL PROFILE

Father’s Name                            :               Zahoor Ahmed

Date of Birth                               :                5th August77

Residential Address                 :                Plot No: 3576, Ramteerth Nagar, Near Auto

                                                                        Nagar.Belgaum - 590016

Marital Status                             :               Married

Passport Details                        :               J7962109

Date of Issue                               :               16-07-2011

Date of Expiry                             :              15-07-2021

Languages Known                     :              English, Hindi, Kannada, Marathi and Urdu.

E-mail                                            :              nooruddin.soudagar@gmail.com