Shaik Mohammad Raffi

Experience

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  CSS Corp

  Jun 2006 - Apr 2008

  SME

  At technical level we implement Wired and Wireless LAN at both Switch and Router levels, real time design and maintenance of Virtual Private Network (VPN) across different geographical locations. In addition, it involves configuration of various networking devices like Wireless Repeaters, Wireless Gaming Adapters, Wired/Wireless Print Servers, Layers 2 switches etc. have been taking escalation issues regarding the above resolutions as well.Responsible for handling calls for Linksys hubs, switches,routers and speciality products.Train the new team members about the product and the processThe Job mainly involves design, configuring, implementing and maintaining various real time networking scenarios both customer levels. Show less

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  Tata Consultancy Services

  Sept 2008 - now

  Operations Management and Infrastructure services management with 12+ years of Experience§ Ensuring adherence of the SLA agreed to customer for the overall program § Mentoring and coaching teams at all levels§ Managing Offshore team of 150+ associates and monitor day to day operations§ Conduct Daily, Weekly, Monthly and Quarterly meetings with the Offshore teams.§ Manage and Prioritize Daily workload§ Drive the continuous improvement process for all teams.§ Produce reports on team performance and metrics§ Produce reports on systems and performance Show less As a automation lead I have taken a new step towards cloud technology and AWS is at its best . Worked with several customers round the globe to provide efficient solutions.Had leveraged AWS service and mastered voice platform (Amazon connect) to build most robust contact centre solutions.Also dealt with Amazon lex automation to give felxibility at its best to environment which gives very good ROI.Leading the team if developers and project management to fulfill all customer requirements for L1, L2,L3 (service desk,end user computing and command centre) Show less My main area of experience has been on service desk solution's and managing service desk operations.I have been a part of ITIS presales team and working on fulfilling customer requirements and providing solutions.Working Experience: Working in TATA CONSULTANCY SERVICES as IT Analyst (From Sep 2008 - Present) Working on RFI, RFP for new and existing customers Provide solution for Service Desk requirement with ITIL framework Bring in continuous service improvements and suggest best solution  Provide strategic plans and provide feedback Work on FTE and give best pricing deals Define Service Desk Metrics according to customer requirement Maintain industry standards for solution and perform transitions Present solutions to customers, involve in Due Diligence phase for more understanding of customer  Plan for risk free transition  Setup Service Desk and stabilize operations Show less

  • Information Technology Infrastructure Operations Manager

    Mar 2019 - now

  • Aws IVR automation lead

    Nov 2018 - May 2020

  • Solution architect

    Feb 2012 - Oct 2018

  • Information Technology Analyst

    Sept 2008 - Sept 2012
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  Tata Consultancy Services

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  Infrastructure Operations Manager