Mirza Wali

ITSM Expert at EXCEED IT Services.
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Contact Information
us****@****om
(386) 825-5501
Location
United Arab Emirates, AE
Languages
  • English Full professional proficiency
  • Arabic Full professional proficiency
Skills

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Credentials

  • COBIT 5 Implementation
    ISACA
    Jun, 2015
    - Nov, 2024
  • ITIL V3 SOA ( Service Offering and agrement )
    APMG-International
    Dec, 2014
    - Nov, 2024
  • COBIT 5 Foundation
    ISACA
    Nov, 2014
    - Nov, 2024
  • ISO20000
    PCEB
  • ITIL V3 OSA ( Operation support and analysis )
    APMG-International
  • ITIL V3 Foundation
    EXIN
  • ITIL V3 RCV ( Release & control & verification )
    APMG-International
  • OBASHI
    APMG-International

Experience

  • EXCEED IT Services
    • United Arab Emirates
    • IT Services and IT Consulting
    • 200 - 300 Employee
    • ITSM Expert
      • Sep 2009 - Present

      • Manage day to day service delivery and service desk activities to support GSEC users and VIP customers to achieve SLA targets. • Monitor the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop phone/ticket escalation processes to ensure escalation and information within the organization. Determine root cause of issues and communicate appropriately to customer. • Design and implement Service Desk processes as per ITIL standard and SDI Mythologies • Produce performance reports and analyze to identify areas for improvement to Service Levels and to work with departmental managers and staff to achieve these improvements. • Responsible for assets management register, tracking, software procurement using service desk plus system. • Maintain the Service Catalogue for Corporate IT Services. • Configure and administrate the service desk system (Service Desk Plus systems) • Define initiatives for continuous improvement to IT Service desk and service quality Show less

  • Raqmiyat
    • United Arab Emirates
    • IT Services and IT Consulting
    • 300 - 400 Employee
    • Helpdesk Support Specialist
      • Jul 2007 - Jul 2009

      rovide technical support to end user on their desktops, laptops, software, peripheral devices, printer, etc. • Install and configure new PC s, laptops, printers including loading software and configuring network settings. • Upgrade PCs - hardware and operating systems. • Assist in coordinating new equipment purchases and follow up procurement process Administer. • Develop and document standard troubleshooting procedures Answer to all end user phone calls and provide good and timely customer service. Show less

  • Etisalat UAE
    • United Arab Emirates
    • Telecommunications
    • 700 & Above Employee
    • Customer Service Representative
      • Feb 2007 - Jul 2007

      • Answer, log, and track ALL phone calls and problems during first contact with customer regarding Etisalat service and its technologies. • Resolving and troubleshooting customer's problems in internet connection, Etisalat website modems, dialup, wireless routers, cable modem. • Escalate Service Desk problem calls that remain open beyond target close period. • Follow up on status of problems that remain open past status reporting deadlines. • Inform users when problems are resolved; confirm closure with customer. Show less

Education

  • Philadelphia University
    Bachelor of computer engineering, Computer Engineering
    2000 - 2006

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