Imran Khan

Experience

• 

  Mphasis

  Feb 2009 - Jun 2015

  Sr.Quality Analyst

  Worked as a Sr. Quality Analyst for American Express corporate staff. Handled two teams level 1 and 2 which had around 70 agents.• Maintain Overall Quality for the process• Improve Customer Satisfaction Surveys for the entire desk• Monitor service desk calls as per defined Quality standards (Voice and Data Audits)• Nice related issues: Nice installation Addition \Deletion of agents from Nice Request or change recording % for agents Monitoring recorded calls Recording calls on Nice manually Live monitoring to Nice Saving good and bad calls from Nice for coaching and mentoring Providing access to SME’s and VNA trainer to access Nice involving Nice team• Client calls and reviews • AHT management, Hold time management, closure management• Roster management• Performance discussion• Provide feedback and coaching on quality• Initiate CIP(Continual Improvement Plans for the floor)• Preparing and Scheduling PKT (Process Knowledge Test) for the process• Monthly Deck (process overview presentations) for the client• Sessions for the floor• Level 2 technical troubleshooting• Floor support for the entire floor• Weekly and monthly reporting• Flag agents/process that are potential risk to quality• Identify top defects and provide inputs to training team• Initiate Quality improvement plan• RCA on escalations and defects• Contribute to update the knowledgebase• Track performance on critical to quality parameters• Maintain and update Quality legend to capture voice of the agent• Conduct QRL sessions for New hires• Conduct UAT and OJT for new hires Show less

• 

  Marvel Realtors

  Nov 2015 - now

  Sr.SAP consultant (SAP Basis/ Security/ BCM (Business communication Management - Contact center)

  SAP BASIS/SECURITY/BCM EXPERIENCE • R3 Profile Maintenance and Operation Modes Maintenance of Parameters in different profiles Configuring Operational Modes Assigning Operational Modes to Instances• System Monitoring and Troubleshooting Monitoring System Health check Workload Analysis, System Buffers and Memory ABAP Dumps and System Logs• TMS Configure STMS for landscape and perform transport between them Creating Domain Controller• Patch Management Downloading Support Packages from SAP market place Applying support packages Kernel patch and version upgrade SAP NOTE implementation• Client Maintenance and Administration Client creation and defining Client settings Client Import/Export Client Copy(Local and Remote)• Database Administration Regular DB Backups( Online Incremental, Full Backup) Performance Monitoring Table Space Maintenance• Knowledge of DR management • SAP Market Place Administration Downloading software’s, Support Packs, Patches, Raising Incidents to SAP Creating/Open Connection to SAP Updating SAP license in different systems• SAP Installation Pre-installation activities Post installation activities• User Administration Creating User ID and User Maintenance Creating Roles(Single, Derived and Composite) and assigning Users to the Roles Role upload/download Role Transport• SAP BCM Administration User& Role Administration Queue Management IVR administration Inbound/Outbound administration Reporting administration Campaign management  CDT Call monitoring Voice mail, Call back queue & call switching management HAC Server health, Space & services monitoring Data backup & LOG archiving BCM report monitoring in SAP CRM End user technical support Show less

• 

  T-Systems ICT India Pvt. Ltd.

  Apr 2019 - now

  SAP Team Lead at T-Systems ICT India Pvt. Ltd.

   SAP ECC and SAP Net Weaver BASIS Consulting. Client and Basic User Administration. Audit related Activities- Successfully completed around 8 External Audits for different projects with E&Y and KPMG in T-systems itself for Magna and Covestro, Techdata Projects Recently got 2 deviations reverted in the Final screening with EY Director Steffen Haiges Handled different requests for several Control sets for Oracle , HANA, SAP application  Justified several observations and deviations during the Audits in T-systems Techdata Audit- 2022 to 2023 completed successfully SAP Component update. SAP kernel upgrade. Technical support for functional team. Linux administration. HANA Administration HANA Auditing Logging Regular support to all type of issues. Database Administration Performance Tuning RCA on Escalations and Defects Workload Analysis  OS image upgrade File System and Tablespace Alerts Management Hands on Monitoring Tools like BMC Patrol Central, HPOMI, Camp tool,Cosmos, OBM,Sitescope Decommissioning of SAP Systems SAP portal Management  Projects Worked on –Brenntag, Messer Gas, Covestro, JCB, Magna, Minol, Epcos, Emerson TYCO, Techdata, Tap- Trans Adriatic Pipeline Show less