1. Mohammed Akbar ullah
: +97474458741
:akbarkings@gmail.com
Objective
To obtain a responsible and challenging position where my education and work experience
will have valuable application. To work with a company that offers good advancement
potential .I would like a position with a strong emphasis on People Management, innovative
work, interacting with new IT development technologies and methods.
Professional Summary
A Professional with over 10+ years’ experience in Operations Management & IT with
reputed concerns in the IT/ITES/BPO industry. Experienced in system engineering, system
monitoring & Backups, directing performance management systems, identifying and
upgrading Training requirements. Working closely with ITSM/ITIL. ITIL V.3 Certified. A
team leader and player with excellent communication skills, analytical and logical abilities.
Work experience
March 2016 – Till Date Amazon Inc Hyderabad, India
Working with Amazon as Transportation specialist
 As part of my role, I am responsible for Server Monitoring.
 POC from the team to transition new servers in support for monitoring.
 Performing Security Health Check of Windows servers and other compliance.
 Maintaining and reviewing of operating system admin accounts.
 Managing file systems.
 As a team member, is also involved in data analysis and process improvement
activities like setting up Project-Handling procedures, measuring of metrics and
monitoring individual performances.
 Interface with Senior Management and provide resourcing guidance.
 Process Owner and advisor Member of the Initiative counsel which governs the
initiatives taken by the PI India Team which is part of every individual’s KRA to
complete at least 4 in a financial year.
 Administrative User Account Reviews.
 Removal of Patches if issues occur.
 Performing timely Patch management as per the Schedule.
 Deploying of Monthly MS Fixes / Patches.
 Controlled Reboot of all systems after patch application.
 Incident Escalation and Progress Monitoring.
 OS installation of non mandatory patches and service packs.
 Liasing with Change Management where ever a change is required.

2.  Perform Change Management as per the process.
 Raising Change Request to facilitate incident and problem resolutions.
 Change Review and Monitoring.
 Change Management Reporting.
 Documenting the changes in change management.
 Document the Incident Report in Incident Management Tools.
July 2011 till Oct 2014 Genpact IT Services Hyderabad, India
Process Developer (Network engineer) Client: Dollar General
 Monitoring the Servers for different platforms for Dollar General.
 Monitoring the alerts for all the tracks namely Networks Unix/linux, Windows,
database, backup and storage.
 Monitoring the alerts through both emails and monitoring tools namely nagios,
Networker, OEM, SCOM console. One consolidated tool for all tracks namely ROC
dashboard.
 Raising incidents through Numara Footprints (ticketing tool) based on the severity of
the issue and assigning it to the L2 team and working with the L2 and L3 team till the
issue is resolved.
 Working with the onsite networking team and initiating a confer call with the client
and being with the team till the issue gets resolved.
 Have a thorough knowledge of configuring routers and switches and troubleshooting
any network issues.
 Updating the on call list on a weekly basis and sharing the best practices with the
team and proposing Ideas towards the betterment of the process.
 Analyzing any service level misses happening while creating the tickets and also to
reduce an errors occurring through the work process.
Sep 2009 till Jan 2011 Dell International Hyderabad, India
Tier 2 Technical Support
 Diagnosing the possible cause for the failure of hardware devices by running the
diagnostic tool built within the Dell systems.
 Troubleshooting the hard drive failure issues by OS reinstall and repairing the boot
sectors.
 Kernel Upgrades.
 Configuring RAID for the customers based on their requirement.
 Memory module issues following Led indicators on the Dell systems.
 Troubleshooting the printer issues and their connectivity including the print head and
the cartridge issue and replacing either the faulty components as Motherboard,
memory module, processors, power supply or the complete system based on the issue.
 Working on customers system by taking a remote access and updating the drivers and
checking the system registry and root keys based on the issue.
Aug 2007 – Sept 2009 Satyam Nipuna Hyderabad, India
Team Lead – Operations(Bellsouth DSL)

3. Key Highlights
 Manage a team of 22 agents, which includes Technicians, Subject matter expert, Voice
coach & Quality Analyst; providing Technical support to Leading U.S ISP customers.
 Plan and schedule work for the division ensuring proper distribution of assignments and
adequate manning, space and facilities for subsequent performance of duties.
 Maintaining quality work at all times, in sync with customer service and satisfaction.
Preparing excel reports and presentations for monthly reviews of the team.
 Reducing absenteeism, attrition & defects in the process by proper analysis of the
reasons.
 Manage various personnel functions including, but not limited to, hiring, performance
appraisals, promotions, transfers and vacations schedules.
 Plan and conduct meetings with subordinates to ensure compliance with established
practices, to implement new policies and to keep employees abreast of current changes
and standards.
 Regularly coordinating with client to share process details and implement any changes if
required.
 Real Time Queue Management / Interventions of calls to check on AHT & Service Level
on a daily basis.
 Conducting Pre-Shift Huddles for Process Related Updates. Organizing & Attending
Calibration Calls on Quality with Quality Manager in US.
 Attending Technical Conference Calls with US Counterparts and updating the L2’s and
production floor on the new process and technical updates.
 Making Action Plans for meeting any contingencies related to the process keeping in
mind the Process Requirement and Check on the process to be implemented.
 Supervising the floor on weekends and handling any emergency spike in calls.
Escalating and communicating outage issues to the various vendors of the client
globally.
 Preparing floor-seating plan for 300+ agents, depending on the call forecast, to achieve
maximum seat utilization, Single point of contact for the same.
 Ensuring a high degree of team motivation through regular contests, Reward and
Recognition program.
Jun 2004 – Aug 2007. Satyam Nipuna Hyderabad, India
Technical Associate – Tier-2 Support.
 Provide technical support for Internet technologies like Dial Up, DSL and Home
Networking and different internet working devices like Modems, Router, NIC etc.
 Handling escalation calls for High End Internet Troubleshooting for Dial up and DSL
connection.
 Evaluate customer concerns and troubleshoot all types of Internet Connection
problems to the customer’s satisfaction.
 Attending Technical Conference Calls with US Counterparts and updating the L2’s
and production floor on the new process and technical updates.
 Conducting Individual JCM (joint call moniting) and team JCM along with the
Internal & External Quality Team.
 Coaching agents on Process specific technical troubleshooting.

4.  Conducting team huddles along with the Team Lead for process updates.
 Providing hands-on assistance to the Level 1 and 0 associates in case of problems,
both, through direct Intervention and mentoring.
 Generating daily CSAT, CRFT and AHT reports and updating team mates with new
Process updates.
 Escalating and communicating outage issues to the various vendors of the client
globally.
 Coaching agents for maintaining internal quality standards of the calls as per the
Call Performance analysis Tracking (CPAT) guidelines.
 Maintaining quality work at all times, in sync with customer service and satisfaction.
Preparing excel reports and presentations for monthly reviews of the team.
Workspace Achievements & Career Acceleration Programs :
 Leadership Excellence for Accelerated Performance (At Satyam, Nipuna Services Ltd.)
Leadership Excellence for Accelerated Performance (LEAP) shows you how to use the
fundamental principles of human behavior and communication to engage employees in
serving organizational goals, by linking to their individual motivators.
 Strengthen your ability to lead and manage people.
 Understand how your personal approach to leadership affects your interactions and
results with others.
 Understand the power of your influence, and test new approaches for influencing
others.
 Communicate with greater impact by using stories and other techniques to influence
and inspire others.
 Use new insights on leadership, motivation and influence to resolve a current
management challenge.
 CCNA – Cisco Certified Network Administrator
 MCSE Server 2008
 Fish Theory - Creating Energy at Workplace (At Satyam, Nipuna Services Ltd.)
Summary of the program
 It changed my mindset of working in a serious mood.
 While doing simple things at work we can create fun & enthusiasm.
 I would definitely enjoy my work here after.
 Helps in making my work environment better
 Six Sigma Awareness Program (at Dell Inc.)

5.  At the end of the training, it made me understand.
 What is Six Sigma
 Need for Six Sigma
 Six Sigma Deployment
 Six Sigma certification Process
 Linkage with other quality models (CMMI, PCMM, etc.)
 Six Sigma improvement strategies.
 ITIL Foundation V.3 - Trained, Practiced and Foundation Certified.
 ITIL (IT Infrastructure Library) provides a framework of Best Practice guidance for IT
Service Management and since its creation, ITIL has grown to become the most widely
accepted approach to IT Service Management in the world.
 CAPM/ PMP Trained – Total Training 60 hours.
 Considered an essential step for project team members, the CAPM credential benefits a
wide range of individuals who want to demonstrate a comprehensive and consistent
understanding of the application of their work.
 By gaining knowledge of project management processes and terminology, project team
members can enhance their contributions to the team’s success
 CAPM is designed for project team members who:
o Provide subject matter expertise (e.g. IT, marketing, finance, customer care,
processing, and fulfillment)
o Serve as project team sponsors, facilitators, liaisons or coordinators
Academic Qualification
Bachelor in Sciences (B.Sc.) – Osmania University – 2002
Personal Information:
Father’s Name : Mohammed Mazhar Ullah.
DoB : 22nd May 1980
Passport# :
Languages known : English and Hindi
Permanent Address : Villa 114, near Al Meera Super Market, Madina Khalifa
South, Doha, Qatar.
References : Available on request.
(Mohammed Akbarullah)
Dt: