Naveen Mohammed

Experience

• 

  [24]7

  May 2007 - Jul 2009

  Customer Service Executive

  Process: Dish Network (U.S.A)• Troubleshoot all the problems faced by customers regarding ‘Wild Blue’ internet services.• Responsible to maintain customer account details on Dish Network services.• Triage & troubleshoot any problems related to EchoStar receivers.• Responsible to mentor new hires and up-skill progress before go live.• Always focused to deliver 100% customer satisfaction on every contact.

• 

  Dell

  Sept 2009 - Sept 2010

  Resolution Expert

  • Resolve all the hardware and Operating System problems of DELL PCs, Laptops and Printers. • Recommend/procure various computer peripherals and other electronics to the end users.• Updated with day-to-day advancements on various issues on assets of both Dell as well as other brands.• Foster a positive business relationship with internal and external DELL customers.• Responsible to review and provide feedback to team members on performance.• Accountable for documentation of all contacts with customers in the CRM.• Ensuring highest Customer Satisfaction scores every quarter.• Responsible for owning all escalation calls on the floor.• Proficient with usage of tools like SIEBEL, AVAYA CMS, CITRIX Metaframe.• Functional & Technical knowledge on Windows 2000, XP, Active directory, Mainframe, VPN, VMware, ITAM and VPN.• Always been rated as a consistent and EE (Exceeding Expectations) performer throughout my tenure.• Consistently rated the highest call taker with minimum talk time (AHT).• Taken ownership of additional responsibilities within the team. Like: Reporting of daily metrics & weekly dashboards; Addressing daily client emails with ADHOC requests for action or information. Show less

• 

  Unisys Global Services India

  Aug 2011 - Apr 2019

  • Manage and co-ordinate various IT projects.• Responsible for End to End project delivery in terms of understand business requirement, preparing business case, budget preparation, data gathering, planning & coordination, procurement, deployment, delivery & signoff.• Manage IT Infrastructure service stability and engage stakeholders/ service delivery teams for root cause analysis.• Responsible for the preparation of dashboards, weekly and monthly business reports and pitches on the team’s performance.• Responsible to manage all the projects related to LANDesk and SQL Servers.• Single Point of Contact for Clients for all the IT Infrastructure Projects related to the specific Account.• Responsible to analyze the gaps in the environment, propose the improvement plan to the customer and rollout the same in the environment as per the ITIL V3 procedure.• Automate process and workflow using LANDesk Business Process Manager• Review and update process documentation within KB – SharePoint.• Drive weekly calls with the client to discuss activity sheets, process updates and improvement areas.• Manage the Global deployment projects of all Software packages deployed via LANDesk.• Provide support for Incident, Problem, Change Management & Task/Event Management via Remedy, ITSM, SNOW.• Lead corporate initiative to enhance IT service delivery, customer service, and global team collaboration, maximize business efficiency for better project implementation and execution. Show less • Responsible for managing Security Admin Operations for Unilever – NA & LA.• Ensure delivery of all service requests for access provisioning within stipulated SLA’s.• Monitoring the Escalation Mailbox and handling escalations by providing the RCA’s [Route Cause Analysis] & remediation for it.• Handling Operations & Reporting for the account - internal & client operations reporting on performance metrics, analysis & RCA’s on escalations and service requests.• Responsible for ensuring 100% compliance on ‘Stale Account Deletions’ [Sarbanes & Oxley Act 2002]• Manage user account administration on SIM (SUN Identity Manager), AD, Lotus Notes and other business specific applications.• Manage access & permissions on file servers, shared drives, folders & other network resources via security groups [NTFS]• Manage administration of 3rd party/external user accounts & regulate accesses.• Responsible for Admin support on mailbox quotas & mobile device groups for VIP & Critical users.• Responsible for managing File Server administration via DFS (Distributed File System)• Manage permissions for file shares & folders in physical locations on servers hosting them.• Manage Safe boot Administration for all client assets.• Administration of software installations via SSCM (System Center Configuration Manager)• Regulating user access to applications on Citrix via SBC (Session Border Controller) groups.• Manage and co-ordinate inter-site / international user move enabling restoration of mailbox & relevant accesses in compliance to business norms of the region.• Accountable to supervise Level 2 support team of remote support specialists for Unilever US (Latin & North America). Show less

  • Enterprise System Analyst( IT projects)

    Aug 2011 - Apr 2019

  • User Account Management

    Aug 2011 - Sept 2012
• 

  Unisys

  May 2014 - now

  Client Tower Lead
• 

  Wipro Limited

  May 2019 - now

  Project Manager

  • Manage IT Service Delivery for any projects assigned.• Responsible for providing leadership to small size/complexity/order-value projects. • Responsible for defining and documenting architecture, capturing and documenting non-functional (architectural) requirements, preparing estimates and defining technical solutions to proposals (RFPs)• perform design to deployment related activities, provide guidance, perform reviews, prevent and resolve technical issues.• Highlight risks proactively and mitigate the same. Show less