Senior Remedy Consultant

• Aug 2018 - Present

Senior Technical Consultant

• Oct 2013 - Jun 2018

Intern - IT Consultant

• Jul 2013 - Sep 2013

Worked as an IT consultant with MTN Manufacturing Company in Dubai, which is responsible for providing advisory and support services to multiple MTN Operating Companies (OpCo’s) across Africa and Middle East.• Managed, tracked and monitored the client's requests through MTN Group's Centralized Service Request portal with the help of BMC Remedy IT Service Management Tool.• Conducted webinar sessions to the new users across all OpCo’s about MTN Group Services portal which is aligned to ITIL best practices.• Identified, captured and closed the key defects in the portal with frequent change requests which were reported by the users. • Implemented the change requests in the UAT environment and also verified its functionalities in the production environment.• Created ITSM performance reports for checking the monthly progress using SAP Business Analytics tool. • Presented viable solutions to the team to improve the usage of the tool across all OpCo’s with the help of SWOT analysis.Achievements: Maintained quality transition during the absence of the incumbent in the MTN Dubai client location. Show less

Senior Software Engineer

• Jan 2010 - Feb 2012

Worked with Konica Minolta Business Technologies (KMBT), which is a Japanese company focusing on the development, manufacturing and sale of multi-functional peripherals (MFP’s) where I have provided technical support and solutions to the existing web application Page Scope Enterprise Suite (PSES) and ensured the quality is achieved.• Prepared the WBS (Work Breakdown Structure), High Level Design (HLD) and the Low Level Design (LLD) documents in the design phase of the project with UML diagrams to translate the given SRS (Software Requirement Specification) document.• Developed the application based on the specification using ASP.NET 2.0, C#.NET 2.0, MS-SQL Server 2005, JavaScript and XML in Visual Studio 2005 environment.• Unit tested and reviewed the code at every phase after integration, fixed the internal defects, tracked and closed those defects.• Provided intensive support to third-party teams like BSKK and SyncFusion to fix their issues in order to improve the performance of our PSES application. • Voted and selected as a member of Engineering out of the box (EOOTB) team providing innovative ideas to start up a new application; one such iPhone application is the Common Wealth Games 2010 (CWG) which made a huge profit to the organization.• Mentored, managed, and tracked the progress of new team members by providing Knowledge transfer and obtaining reverse knowledge transfer.• Frequently involved in client discussions for upgrading the application and to implement new features for the PSES application.Achievements: Received the Live Wire award in 2011 for Q3’s active participant and for maintaining a good quality in Page Scope Enterprise Suite (PSES) application. Show less

Software Engineer

• Jul 2008 - Dec 2009

Worked with Liberata Financial Services (LFS), which is one of the UK’s leading providers of business process outsourcing and support services for public and private sector where I have provided back-end database support to the tool Amarta designed by HP.• Improved the efficiency and productivity of the operating tool HP-Amarta by implementing an easy interface to record the customer data. • Documenting complex business operations and solutions for the new team members to effectively manage the operations.• Have worked with numerous reporting tools and have used SQL Scripting, Tuning and Profiling to monitor the queries in the back-end.• Wrote Test Cases and performed functional testing for the application providing intensive support to the testing team which was a driver to achieve CMMI Level 5 for our project.• Fixed the issues that was reported in the Unit Testing and reviewed the assembly files using FxCop tool to ensure maximum security and protection is achieved.Achievements: Created test cases and provided functional testing which achieved 100% Customer Satisfaction (CSAT) score for the project. Show less