Md Ali

My Skill sets are

Vendor Management

Budgeting

Budget Monitoring

Purchase Orders

Service Orders

Maintain all Agreements

Vendor payments

Vendor creation

Expense report

Requisition report

Negotiations

Internal Inventory Audit

SAP MM

SAP Fiori

Worked with Hero MotoCorp Ltd as IT Procurement Specialist (Engineer)  from Aug’14 to Aug’21. 

My Skill sets are

Vendor Management

Budgeting

Budget Monitoring

Purchase Orders

Service Orders

Maintain all Agreements

Vendor payments

Vendor creation

Expense report

Requisition report

Negotiations

Internal Inventory Audit

SAP MM

SAP Fiori

3i-Infotech Consultancy Ltd, at its client site Hero MotoCorp Ltd from 8th Nov’10 to date Aug’14

Position                             Incident Manager

Managing SLA based FMS/AMC Services across HMCL Pan India location.

Responsibilities

Coordination with HMCL vendors for FMS issues across locations

• My Primary responsibility is user support and customer service. Be present and visible in the Service Desk and available to users requiring technical assistance. 
• Having good operating and configuration knowledge of Service Desk application.
• Adhering the fundamental operations of commonly used software, hardware, and other equipment. 
• Followed the standard Service Desk operating procedures; accurately log all Service Desk contacts using call tracking software.
• Developed and implement robust processes to ensure that a high quality service is provided to both internal and external customers. 
• Also implement methodologies to improve first call resolution. 
• Designed and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business. 
• Analyze Service desk activity and make recommendations for increased organizational efficiency and effectiveness. 
• Ensures that company IT assets are maintained responsibly. 
• Responsible for service deliverables as per SLA. Regular review meetings with the customers to ensure the quality of services provided. 
• SPOC (Single Point of Contact) for the customer escalations. Understanding customer requirements/concerns and providing appropriate solutions. 
• Team Management, rolling out the engineers according to customer requirement, engineer skills, and interest. Handling work related disputes among team members and ensuring harmony, team motivation, recognition and rewarding.

 Identifying the training needs for engineers and arranging them. Shift schedule on fortnightly basis

 

Wipro InfoTech, at its client site Citi Financial                    Since 16 April 2007 to 30 Oct 2010

Position                  Sr. Technical Helpdesk

Responsibilities 

• Attending the calls of user from different location regarding their problem and request.
• Processing & Logging the ticket in e-helpline which is raised by users.
• Escalate the calls to the power user of Citi financial when problem faced by Pan India.
• Daily MIS report forward to Power User.
• Monthly MIS report.
• Domain wise report.
• Engineer productivity report.
• Publish the IT Helpdesk productivity reports.
• Regular follow-ups with Engineers, Vendor’s
• Analyzing the daily, weekly & monthly call trend & implementing better standards to improve IT Services.
• Escalate of S1 and S2 calls to CitiFinancial Business user’s.
• Troubleshoot the user problem through Net Meeting, Phone.
• Configuring & Troubleshoot the outlook calls.
• Guide users how to create PST.
• Transfer the PST with checking with appropriate approvals.
• Analyzing errors/issues in I-LOAN (Application) & assign to right application Team.
• Also attending call through Net Meeting, Remotely and  Phone.
• Handling calls related to Operating System, MS Office, Outlook and In-house Applications. Handling the Network and trouble shooting at client end.
• Working frequently on Word,  Excel, PowerPoint and Outlook.
• Configuring the printer to the user id.
• Assembling new system.
•  Install O.S, update Antivirus, and install all types of software.
• Analyzing hardware problem.
• Troubleshoot the software related issue.

______________________________________________________________________

Teletech India Ltd Gurgoan, India       from 5th Jan 2006 to 31st Mar 2007

Position          Sr. Customer Support Associate        

Responsibilities

• Taking Sup Call which is not handled by Jr.CSA
• Manage the floor in the absence of T L.
• Acting as a KNE on the floor
• Logging a ticket when the system gets down.
• Rewarded as a STAR OF THE YEAR. 

______________________________________________________________________

Bharti Cellular Ltd                                     from 6th Jan 05 to 4 Jan April 2006

Position                 Sales Executive 

Responsibilities

• Deals in Airtel Post Paid connection in Corporate
• Done Cold Calling with customer

• B-Tech from I.E.T.E (Institute of Electronics & Telecommunication Engineer’s)  in Electronics & Telecommunication (Year-2007)