Salma Banu Mobile: 9966343639

Email:-Salma1004@gmail.com

Objective

To lead a challenging career in an organization with assignments that will widen my knowledge, enrich
my learning experience and will provide an environment to utilize my talent to the fullest potential
possible. I would like to implement my innovative ideas, skills and creativity for accomplishing the
projects that offers growth opportunities and allows me to utilize my leadership skills and experience.

CAREER CONSPECTUS
➢ Senior Technical Support Representative
➢ Close to 5 years of cross-cultural experience in IT Infrastructure Management with technical
expertise in Operations, Compliance, Security & Support functions.
➢ Change Management, Incident Management and basic understanding of ITIL.
➢ An effective communicator with exceptional relationship management skills with the ability to
relate to people at any level of business and management.
➢ Ability to understand and implement Group’s risk management policy.
➢ Strong Planning and Organization Skills along with the ability to handle capacities.
➢ Multi-tasking and adaptability to various roles as per requirements.
WORK EXPERIENCE
Hyderabad
IBM INDIA PVT LTD July 2014 to May 2018
AT&T IMAC COORDINATOR:
➢ Responsible for coordinating, scheduling and prioritizing request received and execute,
understanding the customer requirements so that the process flows smoothly.
➢ Coordinating with Clients and technicians, maintaining queue also communicating with both
customer and technicians and making sure not to miss any SLA
➢ Assists client by diagnosing problems and providing resolutions for technical issues.
➢ Advises/educates client within procedural guidelines to ensure a complete solution to their
technical or service questions
➢ Focuses on delivering a positive client experience according to standards
➢ Work on Root Cause Analysis for requests supported by the team
➢ Escalates more complex technical issues to senior level support
➢ Working for IMAC, which has overall responsibility for understanding customer needs and
designing IMAC solutions that meets or exceeds the customer requirement.

Incident Management
Role and Responsibilities: Shift lead Bangalore
Tool Knowledge: May 2018

Citrix, eHelpdesk, CKM, Servicenow, Linux

Handing accounts: Celestica, Bio Rad, D and H

Software, hardware, server and share drive repositories, roles &

Responsibilities in coordinating job with project approval teams, communications plan, Incident
management plan.
➢ Key points of work: Project Management, Process Analysis, Quality, Training &
Documentation, Incident Management, Change Management.
➢ Managed successful relationships with sub-contractors, Approval Team
and Licensing
➢ Proactive in identifying the error, resolving the issue and Escalating issues appropriately in a
timely fashion.
➢ Worked with approval teams to resolve functional issues from user acceptance and to help find
solutions for various functional difficulty areas.
➢ Worked on tools like Notes, Outlook, Active Directory and Sage reporting tool.
➢ Completed internal certifications in Agile.
➢ Took up reporting work for SD report, PBA Report, Backlog report, RCA report, Dispatcher
Tracker, Severity Tracker
Additional Responsibility:
Bangalore Sep 2019-

➢ Working as Sr. Critical Incident Coordinator who manages the process to restore normal service
operation as quickly as possible to minimize the impact to business operations.
➢ Escalate unresolved incidents to external support, e.g. Software and Hardware Vendors and a
subject matter expert for a specific service.
➢ Ensure that activities within a process are being performed at a high level of quality and that it
meets its associated Service Level Agreements or Operational Level Agreements.

Education Qualifications:
➢ MBA (Master of Business Administration) from Osmania University, A.P -2013
➢ B. Com (Bachelor of Commerce specialization in Foreign trade)

Certifications
➢ ITIL V3 foundation certified. (December – 2016-External)

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Awards & Recognitions
➢ Awarded Shining star in R&R for 3rd quarter of 2014.
➢ Awarded Best IMAC Agent in R&R for 2nd and 3rd quarter of 2015.
➢ Runner up in Ad Zap competition conducted by Radio Mirchi in IBM Hyderabad 2014.
➢ Continuous stack topper
➢ Received Agile Explore Badge Internally

Declaration

I hereby declare that the above furnished information provided by me is correct and true to the best of
my knowledge and belief.

Yours faithfully
(Salma)

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