BMC Remedy
Shakir Shaikh
Process Analyst
Pune
Summary
Results-driven process analyst with extensive experience in incident management, client handling, and team coordination. Proficient in creating and managing incidents using ServiceNow (SNOW), as well as familiar with Remedy, Citrix, and Control-M. Highly skilled in coordinating with development teams, performing system updates, and supporting Office 365 migrations. Possesses a strong understanding of ITIL principles and a proven ability to lead teams, ensure effective communication, and handle complex technical issues.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
Process Analyst
Gallagher
Pune
7 2023 - Current
- Proficiently create and manage incidents/tickets using BMC Remedy, ensuring timely resolution by assigning tickets to appropriate support teams and diligently following up until closure
- Utilize the Incident Management System to document and manage problems and their resolutions, maintaining comprehensive records for future reference
- Demonstrated expertise in client handling and team management, ensuring effective communication and leadership
- Facilitate effective work allocation and reporting within the team
- Experience coordinating with development teams to schedule windows for bug fixes, apply patches, and implement updates
- Perform system updates, backups, and basic troubleshooting tasks to ensure smooth operations
- Proficient with BMC Remedy, ServiceNow and Citrix enhancing incident management and support efficiency
- Managed Office 365 migration projects and provided user access support, ensuring seamless transitions and user satisfaction
- Improved incident resolution times by 20% through effective ticket management and follow-up processes
- Spearheaded the migration of 200+ users to Office 365 with minimal disruption and high user satisfaction.
Technical Process Specialist
Infosys BPM
Pune
09.2022 - 06.2023
- Work experience on Service Desk with good knowledge on VPN, O365, remote support, active directory, troubleshooting - printer issues, Bit locker, MS teams, BSOD, driver installation, Printer and Wi-Fi trouble shooting
- Experience on Service now or Remedy or Control M or similar ticketing tool with knowledge of ticket priority, severity
- Knowledge on Service requests and incidents and able to communicate difference between Service Requests and Incident
- Knowledge of Incident Management lifecycle
- Aware of current role SLA and Metrics handled
- Organized to assure all tasks are completed in a timely manner based on Client needs and the tasks are recorded, monitored, and closed out in an efficient manner.
Technical Support Engineer & Service Desk Associate
CompuCom
Maharashtra, India
07.2020 - 06.2022
- Track, route and redirect problems to correct resource/team on Inbound calls
- Worked on Incidents and resolved them within given SLA
- Creation of incidents in SNOW
- Collaborate with the QA Team for End Resolution
- Coordination with the Internal Team in regards Process Development
- Received Appreciation from customer for delivering outstanding experience in Compucom in the year 2020-2021
- Worked on Citrix to Run Tests according to the issue through Store Tool also to take remote access of user's Entire system and troubleshoot the issue
- Monitoring Tools and also Comments for Monitoring.
Education
Bachelor of Computer Science - Computer Science
Abeda Inamdar Senior College - India
06.2010 - 05.2016
High School - undefined
Annasaheb Magar College
04.2009 - 05.2010
Middle School - undefined
Mahatma phule madhyamic vidyalaya
04.2007 - 05.2008
Skills
Change Management
Troubleshooting
Technical Support
LAN Troubleshooting
Ticketing
Cross-Functional Collaboration
Process Improvement
Process Documentation
Certification
Learning IP Addressing
Software
ServiceNow
Citrix
Active Directory
RDP (Remote Desktop Protocol)
LogMeIn Rescue Technician Console
BMC Helix ITSM 23301
Timeline
Technical Process Specialist
Infosys BPM
09.2022 - 06.2023
Technical Support Engineer & Service Desk Associate
CompuCom
07.2020 - 06.2022
Bachelor of Computer Science - Computer Science
Abeda Inamdar Senior College - India
06.2010 - 05.2016
High School - undefined
Annasaheb Magar College
04.2009 - 05.2010
Middle School - undefined
Mahatma phule madhyamic vidyalaya
04.2007 - 05.2008
Process Analyst
Gallagher
7 2023 - Current