Faseeh Ali, CISA

Experience

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  Wipro BPO

  Jan 2007 - Sept 2012

  Monitoring, coaching and feedback to improve performance.Conducts refresher process training programs.Conduct pre-and post- training analysis to determine stated objective and desired outcome is achieved.Identify process level gaps & analyze root cause of complaints.Develop & implement effective training Programs & Modules.Adhering towards training standardization guidelines defined by the BU Training FunctionTraining, motivating, and supervising team members.Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.Maintains professional and technical knowledge by attending educational workshopsPrepare for customer inquiries by studying products, services, and customer service processes.Respond to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; researching, assembling and forwarding information. Show less

  • Senior Subject Matter Expert

    Oct 2008 - Sept 2012

  • Customer Service Specialist

    Jan 2007 - Sept 2012
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  ARC Document Solutions, Inc.

  Dec 2012 - Dec 2015

  Service Desk Analyst

  Observation and analysis of events. Creation of reports and sharing the same with senior management.Logging, classifying, monitoring and reporting of major incidents to all stakeholders with regular updates on the incidents until confirmation of closure.Work with the team to find out methods of maintaining SLA for every incident reported.To ensure that every service request has been handled in time and also follow up with the development team to deliver enhancement request within the specified time.Analysis of clients billing data and reconciliation where necessary.Liaise with development team to escalate and monitor software issues and enhancements.Liaise with 3rd party vendors to facilitate solutions to issues that may be owned by either party.Liaise with our deployment teams to assist with issues encountered during software deployment.Create known error database (KEDB) based on own findings.Creating management information, including KPIs for the defined CSFs.Familiar with ITIL procedures.Ensuring compliance with all published Company and departmental policies and procedures.Adheres to Code of Conduct and Mission and Value statements. Show less

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  ARC Document Solutions

  Dec 2012 - Dec 2015

  Service Desk Analyst

  Observation and analysis of events Creation of reports and sharing the same with senior managementLogging, classifying, monitoring, and reporting of major incidents to all stakeholders with regular updates on the incidents until confirmation of closureTo ensure that every service request has been handled in time and also follow up with the development team to deliver enhancement request within the specified time

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  Accenture

  Jan 2016 - now

  Provides engagement teams with a standardized approach to manage risk through a set of management processes, controls, and metrics. Governance and periodic review on implemented security controls including changes in the sensitivity of client data accessed, project scope, data privacy laws and regulations, and/or client requirements to mitigate the security risk vulnerability to the project, our clients, and Accenture.Safeguards information system assets by identifying and solving potential and actual security gapsProtects the system by defining access privileges, control structures, and resources.Recognizes problems by identifying abnormalities; contractual & regulatory violations.Implements security improvements by assessing the current situation; evaluating trends; anticipating requirements.Determines security violations and inefficiencies by conducting periodic audits. Show less Analyze prospects for maximizing or exploiting unused or partially used IT Assets to achieve full efficacy and Return on Investment. Accomplish organizational policies and procedures for Asset Management, including formation & execution. Manage Country wise repository for Asset Management lifecycle models. Initiate, monitor and track statistics precision for Geographic Units.Accountable for Asset Management scorecards, dashboards, Business as usual/Ad hoc reports. Proactively update records and validate data residing in the Asset Management tool on an ongoing basis and monitor any additions, modifications or deletions. Schedule & host Asset Management tool specialty, new hire and refresher trainings. Setup a robust training module for Geographic Units and host quality training & refresher sessions.Act as a point of contact for the Geographic Units and address operational queries. Identify point of failure, grey areas. Mitigate risk and drive change. Initiate Service Improvement initiatives, projects at regular intervals to introduce best practices and methodologies.Authorizes users to use & install the License based on their requirement. Act as the only conduit to request a Software license within the organization. Show less

  • Security Delivery Associate Manager

    Nov 2022 - now

  • Security Delivery Specialist

    Nov 2020 - Nov 2022

  • Security Delivery Sr Analyst

    Apr 2018 - Nov 2020

  • Information Technology Operations Analyst

    Jan 2016 - Mar 2018