Zafran Azhar
Assitant Manager Service Delivery at 24/7 Techies- Claim this Profile
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Bio
Naveen Prashanth
I know Zafran as an expert in Team management and motivation towards the team and a very serious team player. Zafran always strives for excellence and does whatever it takes to get the job done. His ability to work on multiple projects and yet be focused, is a very rare skill to master. From my past experience I can easily say that a problem assigned to Zafran is half solved.
LinkedIn User
I rarely come across real talents who stand out like Zafran. I had the pleasure of working with Zafran for 5 years at the 24/7 Techies, collaborating on several project teams. Zafran’s ability to handle multiple projects was unlike any I’ve seen before and made a dramatic increase in the productivity level of our company. As a team member or a manager, Zafran earns my highest recommendation.
Naveen Prashanth
I know Zafran as an expert in Team management and motivation towards the team and a very serious team player. Zafran always strives for excellence and does whatever it takes to get the job done. His ability to work on multiple projects and yet be focused, is a very rare skill to master. From my past experience I can easily say that a problem assigned to Zafran is half solved.
LinkedIn User
I rarely come across real talents who stand out like Zafran. I had the pleasure of working with Zafran for 5 years at the 24/7 Techies, collaborating on several project teams. Zafran’s ability to handle multiple projects was unlike any I’ve seen before and made a dramatic increase in the productivity level of our company. As a team member or a manager, Zafran earns my highest recommendation.
Naveen Prashanth
I know Zafran as an expert in Team management and motivation towards the team and a very serious team player. Zafran always strives for excellence and does whatever it takes to get the job done. His ability to work on multiple projects and yet be focused, is a very rare skill to master. From my past experience I can easily say that a problem assigned to Zafran is half solved.
LinkedIn User
I rarely come across real talents who stand out like Zafran. I had the pleasure of working with Zafran for 5 years at the 24/7 Techies, collaborating on several project teams. Zafran’s ability to handle multiple projects was unlike any I’ve seen before and made a dramatic increase in the productivity level of our company. As a team member or a manager, Zafran earns my highest recommendation.
Naveen Prashanth
I know Zafran as an expert in Team management and motivation towards the team and a very serious team player. Zafran always strives for excellence and does whatever it takes to get the job done. His ability to work on multiple projects and yet be focused, is a very rare skill to master. From my past experience I can easily say that a problem assigned to Zafran is half solved.
LinkedIn User
I rarely come across real talents who stand out like Zafran. I had the pleasure of working with Zafran for 5 years at the 24/7 Techies, collaborating on several project teams. Zafran’s ability to handle multiple projects was unlike any I’ve seen before and made a dramatic increase in the productivity level of our company. As a team member or a manager, Zafran earns my highest recommendation.
Experience
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24/7 Techies
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Assitant Manager Service Delivery
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Nov 2014 - Present
-Managing, Planning and Supervising functions concerned to Techies environment.-Creating sense of ownership within the employees and resolving employee issues, if any.-Encouraging, supporting, and motivating actively one’s peer team.-Maintain & manage a highly motivated and engaged team to handle 24/7 Techies customers and in turn provide an Outstanding Experience.-Coaching and Mentoring the performance levels of the team members to improvise their operational output. - Assisting the team to achieve high values of KPI targets thus contributing to their successful monthly, bi annual and annual evaluations.-Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.- Responsible for ensuring a smooth service delivery by coordinating between multiple layers of resources and effective workload distribution to drive the break-fix team to ensure high levels of solutions as well as service restoration plans delivered to the end clients. - Providing inter-personal and technical advice to the engineering staff when necessary thereby acting as an internal escalation point. - Performs daily service ticket audits to establish compliance and that the recommended and documented processes have been followed at all times. - Prioritizing incidents based on urgency and impact level in order to efficiently complete the defined incident management life cycle. - Reviewing of customer feedback and composing incident reports to analyse complaints in order to prevent failure points from recurring in the future. See less
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Senior Team Lead
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Aug 2013 - Nov 2014
Monitoring of service delivery dashboards, ticket queues and incoming email communication to ensure all incoming work is attended. Review of service delivery components including but not limited to tickets, SLA events and KPIs. Basic reporting of service delivery statistics.
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Team Lead
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Feb 2012 - Aug 2013
Promoted as a Technical Lead to develop a highly technical competent team to provide an outstanding experience for 247Techies consumers• Providing adequate training for Technical Support Executives and New recruiters• Evaluating and approving proposed tools and services of R&D Team• Managing and directing the daily technical activities of 247 Team• Evaluating Technical Support Executives frequently to improve their technical competency• Carrying out supervision, session monitoring, coaching, training, disciplining, and reviewing all agents on day-to-day basis to improve the NPS & Reduce the Pending count, Refunds• Motivating and inspiring the team to surpass their potential• Managing the Technical Support Executives and being responsible for 247Techies consumers• Supporting SMB clients on Windows Server 2003- 2012 and Exchange Server related issues• Troubleshooting and resolving L3 escalations. See less
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Technical Support Executive
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Nov 2009 - Feb 2012
• Apply diagnostic utilities to aid in troubleshooting, providing support for end users in Windows,Macintosh.• Troubleshooting, maintenance and repair TCP/IP network devices.• Providing technical expertise for IT Enhanced Environment.• Applying Windows Updates, Patches and Configuration Changes.• Identifying Systems and Network related issues and take appropriate Action.• Handling incoming incidents via Remote Applications and phone.• Diagnosing and resolving a wide range of technical issues over the Remote Tools.• Managing and Administrating Windows 7 to Windows 10 Work stations.
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Education
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2019 - 2020
University of Bedfordshire Business School
Master of Business Administration - MBA, Business Administration and Management, General
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