MOHD ZİYUDDIN AHMED
Computer Engineer | Service Management Analyst
Hyderabad, IN.About
Results-driven Computer Engineer and Service Management Analyst with 4+ years of experience in optimizing application performance, ensuring system availability, and providing robust production support. Proven ability to leverage ITSM tools, troubleshoot complex technical issues, and enhance data integrity to drive operational excellence and improve user experience for critical applications.
Work
CAPGEMINI TECHNOLOGY
|Service Management Analyst (Associate Consultant)
Hyderabad, Telangana, India
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Summary
Led service management operations and application support as an Associate Consultant, ensuring high system availability and driving proactive solutions for critical applications.
Highlights
Monitored and optimized application performance using Dynatrace, proactively identifying potential issues and implementing solutions to maintain system availability.
Supervised and guided service team activities, ensuring adherence to Service Level Agreements (SLAs) and effective maintenance of critical IT infrastructure.
Developed and presented comprehensive quality dashboard reports for problem data and change requests, enhancing transparency and decision-making for stakeholders.
Improved problem data and integrity in Application Support, earning recognition as a 'Good Employee' for contributions to operational excellence.
Collaborated with service owners to address application availability defects, contributing to a more stable and reliable system environment for end-users.
ARXT LABS PRIVATE
|Production Support/Technical Support
Hyderabad, Telangana, India
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Summary
Provided critical production and technical support for the First American Project, ensuring data accuracy and efficient resolution of complex property-related issues.
Highlights
Maintained 100% data accuracy by meticulously reviewing and updating client correspondence and database information, ensuring reliable record-keeping.
Analyzed and resolved complex property ownership and legal discrepancies by verifying public records, court documents, and government filings.
Developed and implemented action plans for senior teams to streamline query resolution, significantly improving response times and data verification processes using SQL.
Addressed and resolved critical issues related to mortgage payments and loan modification requests, ensuring compliance and client satisfaction.
Recognized as 'Best Performer' in the New Joiner category for the Title Search project, demonstrating exceptional ability in data management and problem-solving.
Education
Deccan College of Engineering and Technology
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Bachelor of Engineering (B.E)
Computer Science and Engineering
Quli Qutub Shah Govt. Polytechnic
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Diploma
Computer Science and Engineering
Skills
IT Operations & Support
ITSM Dashboards, Production Support, Application Monitoring, System Availability, SLA Management, Incident Management, Problem Management, End-User Support.
Programming & Databases
MySQL, Core-Java, SQL Queries, Database Management.
Testing & Quality Assurance
Automation Testing, Manual Testing, Regression Testing.
Data Management & Analysis
Data Integrity, Record Keeping, Public Records Analysis, Dashboard Reporting.
Tools & Technologies
MS Office, Dynatrace, ServiceNow-ITSM Dashboard, MS-Excel, PowerBI.