Fuzail P.

Experience

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  SMT computers

  Jan 2009 - Feb 2012

  Technical Support Engineer

  - Computer repairs- Windows deployment- Hardware replacement,- Windows OS installation- Network configuration- Virus removal

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  Next Group PLC

  Oct 2010 - May 2014

  Customer Service Advisor

  Senior Customer Service Advisor•Managing team of 15 – 20 colleagues and advising them of correct procedures when unsure, & dealing with escalated queries.(This responsibility was not my initial job role; it given to me due to the dedication and performance I provided as a standard to the business.)•Complete escalated queries where a less experienced advisor struggled.•Maintain time management skills and maintaining an average of 2 minute per call policy.

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  British Gas

  Aug 2012 - Dec 2012

  Registrations Specialist

  •Registering customers on a bespoke system (Service Desk & Sales Desk).•Processing customer queries through a business orientated system (SAP).•Dealing with complex customer complaints via SAP, Service Desk and assuring customer queries are resolved fully.•Adapting my competent Microsoft Office skills to present and keep log of data.

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  NHS Direct

  Jul 2013 - Jun 2014

  Project Development Specialist

  Project Development Analyst•Developed a reporting suite for Project Management and Project Resource using (SSRS)Administrating Databases (altering views, triggers, scalar functions, stored procedures, ) using Windows SQL Server 2008 •Maintaining the NHS Intranet using a CMS (LiveLink)•Developing database integration processes for importing data into a Catalogue Database (SSIS)•Developed an online Catalogue system for Northamptonshire Healthcare using RAD (IronSpeed 10.0.1)Application Support Specialist •Maintaining good working relationships with clients to promote high level of customer service.•Resolving 1st line support issues and requests via telephone, remote support or onsite visits.•Assisting 2nd and 3rd Line Technicians with support issues where required ( Administrating Active Directory user accounts on Microsoft Exchange Server 2008 R2)•Using Citrix software to remote and resolve user issues (Zenworks) Show less

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  UTL - part of Unipart Group

  Jul 2014 - Oct 2014

  Business Intelligence Analyst

  • Developing reports for stakeholders including Vodafone, H3G, Apple and Sky (SQL/SSRS)• Liaising with stakeholders to ensure SLA’s of project is achievable• Working independently and meeting stakeholders regularly to advise changes to reports• Automating manual processes using SSIS and SQL Server 2008 R2Managing daily routine tasks effectively whilst completing external tasks..

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  IBM

  May 2015 - Jan 2016

  - Providing support to multiple applications for a large government organisation using Citrix and Maximo as the CMS.- Supporting Windows Environments.- Supporting Unix Environments.- Possessing specialist knowledge of operating systems, devices, applications and software.- Providing technical support to teams within the organisation, and to external clients when required.-Assisting with systems integrations.- Managing ticketed query systems and ensuring a comprehensive database of queries and resolutions is kept up to date.- Maintaining and updating technical documents and procedures.- Identifying and resolving technical issues.- Managing coordination at a local and international level where required.- Delivering regular and customized training to teams within the business.- Preparing maintenance plans and upgrading schedules for the organisation’s systems.- Developing reports for teams across the business. Show less

  • Application Specialist - Confidential

    Jan 2016 - Jan 2016

  • Testing Specialist - National Grid

    May 2015 - Jan 2016
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  IBM

  Dec 2016 - Apr 2018

  Problem and Change Manager - Confidential

  Problem Manager- Redesigned the problem management process to align with current business expectations.- Raising multiple Root Cause Analysis (RCA) and addressing all customer concerns within specific time scales and establishing trends.- Root cause determination through 5 whys process.- Identifying preventative actions and possible changes.- Manage problem record life cycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans.- Coordinate with Change Management team/ Major Incident Team/ Service availability managers/Application support team and all other technical teams to ensure Severity 1 or Major incidents are handled correctly.- Coordinating from inception to closure for open actions identified from root cause analysis.- Completing multiple SLA/KPI reports both internal reports & external.- Deliver meetings to the Service Delivery manager and other stakeholders with progress updates/incident reduction trends and proposals.- Proactively improving work processes and implementing SOPs through continuous service improvement.- Migration from Maximo to Service now.Change Manager- Review and record requests for change (RFCs).- Categorize change requests.- Prioritize changes according to business objectives.- Manage the transition of changes from the development team to operations.- Accept or reject RFCs.- Convene the change advisory board (CAB) meetings.- Coordinate the building, testing, and implementation of changes.- Mediate conflicts related to the change where necessary.- Create and circulate the change schedule.- Conduct Post Implementation Reviews (PIRs) after the implementation of changes.- Maintain all change documentation (policies, procedures, templates, etc.). Show less

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  NTT DATA

  Apr 2018 - Apr 2020

  Major Incident and Problem Manager

  - Single point of contact for all the problems across 6 hospital locations and approx 19000 users in a 24/7 high dependency environment.- Redesigned the High Severity Incident Process/ Major Incident Process.- Lead the coordination of support team including offshore and 3rd parties to achieve effective resolutions.- Attend NHS reviews for serious incidents, present findings and recommendations to the client.- Designed and implemented a new Problem Management Process (5 Whys) within the Service Management tool (Ivanti) and centralized through the CMDB.- Designed and implemented a new Knowledge Management function including KEDB.- Redesigned and implemented the Major Incident Management Process in line with requirements for the organization.- Produce executive level findings and trending documentation for clients- Proactively identify on going issues through Incident and Change Analysis- Provide end to end communication to the client in the event of a Major Incident or Severity 1 incident.- Member of the Change Management Team - Attend CAB reviews and ensure best practice of the Change Management Process.- Manage service desk improvements and meetings to ensure best practice isfollowed by offshore resource.- Responsible for escalations for each technical team and client specific escalations to each technical team.- Redesigned and developed the Business Continuity and Disaster Recovery -Plan for University Hospitals Leicester and received recognition from the CEO of NTT Data UK. Show less

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  Al-Futtaim

  Apr 2020 - now

  Senior Manager - Service Management

  Currently leading the design and execution of a comprehensive Problem Management process for AFG IT Enterprise, focusing on enhancing IT service management and operational efficiency across various regions and sectors. Key responsibilities include:- Designed and integrated a new Problem Management framework into ITSM tool Remedy Force and Symphony. -Defining Service Level Agreements (SLAs), Key Performance Indicators (KPIs), reporting mechanisms, a maturity baseline, and a structured training program to ensure seamless user adoption.-Serving as the central point of contact for all problem investigations across the MENA (Middle East and North Africa) and SEA (Southeast Asia) regions, managing cross-regional coordination and communication.- Conducting thorough investigations into high-priority incidents affecting diverse business lines, including Retail, Automotive, Finance, Healthcare, Treasury, Insurance, and Aviation sectors. Utilizing the "5 Whys" root cause analysis methodology to identify underlying issues.- Facilitating and coordinating the execution of preventative actions aligned with business priorities to mitigate the recurrence of incidents. Engaging in continuous service improvement initiatives through effective problem management practices.- Actively participating in vendor management discussions, ensuring that service quality issues are identified, communicated, and addressed to enhance managed service performance.- Preparing detailed problem management reports for senior management, providing insights and updates to VIPs and directors. Maintaining transparent and timely communication with all key stakeholders.- Delivering comprehensive training sessions to Enterprise IT (EIT) technical teams, facilitating the adoption and consistent application of the new Problem Management process. Show less