Masood_CV.pdf

Extracted Text

Address: Hyderabad – INDIA 
Mobile: +91-9966409197 
Email: masood.quadri@gmail.com 
DOB: 01-Apr-1985 
 
 
 
 
CORE COMPETENCIES 
 
Key Account management 
Workplace Modernization Services 
Escalation Management 
Service Delivery Operation Management 
Operational Metrics 
Service Desk Function 
Analytical & Technical skills 
Customer support 
 
CAREER TIMELINE 
 
June-2021 – June-2022 |Service Portfolio 
4 
Manager | Kyndryl 
 
3 
April 2016 – May-2021 | Transition & 
Engagement Manager | IBM 
 
 
Apr 2010-Mar 2016 | Technical Specialist 
2 
| Microsoft Lync & Skype for Business 
Support - AT&T| 
 
 
Jan 2001- Mar 2010| Senior Engineer 
|iProcess / GECIS / Genpact 
PROFILE SUMMARY 
A competent professional offering over two decades of experience in monitoring and optimizing professional services in terms of 
consumption, quality, availability, and profitability. Track record of working with various reputed business houses, this journey has 
shaped me into a progressive yet mature leader. Wealth of expertise entails developing a Service Management Strategy and 
implementation plan for IT services. 
• 
Excellence in preparing service descriptions and draft contracts, service templates, documents, and service level agreements 
(SLAs) for the company's professional services. 
• 
Exposure to monitoring and managing Service Level Performance and reporting attainment and potential exposures promptly 
Ensuring customer satisfaction and working to ensure customer relationship is maintained. 
• 
Track record of acting as an Escalation Point of Contact for customers and the account team for service-related issues. 
• 
Working closely with all levels of management within the company to determine needs, developing strategies, planning, and 
providing support for future requirements of the customers. 
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Gained exposure in establishing relationships with all partners and relevant stakeholders including the IT leadership, service line, 
finance, business partners, and customers. 
• 
Proven expertise in monitoring and optimizing existing IT Service Portfolio and Service Catalogue in terms of consumption, 
quality, availability, profitability, Incident, Change and Problem management. Ensure that the services are meeting business 
expectations. 
• 
Proactive and team-oriented with proven acumen to lead & manage diverse and large teams using strong organizational skills, out-
of-the-box thinking, and innovative problem-solving abilities. 
Mohammed Masood Quadri 
1

SCHOLASTICS 
• 
B.Com. | Osmania University, 
Hyderabad 
TECHNICAL PROFICIENCY 
• 
ITIL V3 Foundation (July-2012) 
• 
CCNA (Feb-2006) 
• 
Microsoft Certified Professional (MCP) 
- MS Exchange (2002) 
• 
Microsoft Office Users Specialist 
(MOUS) – (2002) 
KEY DELIVERABLES 
• 
Develop a Service Management strategy and 
implementation plan for IT services; liaise with and 
provide feedback to IT Service Managers on issues 
identified with their services and/or related 
processes, escalating major issues and key 
development requirements when identified. 
• 
Responsible for the development of Service Desk 
Incident, Change, Problem and Request processes. 
• 
Maintain an up-to-date understanding of IT Service 
Management developments and best practices. 
• 
Provide regular reports and recommendations 
about IT Services to Service Managers and the ISS 
Leadership team - taking into account incidents, 
requests, and feedback from those using the 
services, and ensuring that our services are 
accessible and address recommendations from 
customer service excellence evaluations. 
• 
Proactively identify actions required to transition 
projects into IT services and assist with the 
completion of Service Delivery plans. 
• 
Oversee all Service Desk activities whether 
offered face to face, by email, or ‘by phone. 
• 
Responsible for prioritizing the development of 
self-service processes, based on the greatest need 
as identified by those who use our services. 
• 
Accountable for prioritizing the maintenance 
and development of Service Desk tools and 
applications, such as Support works and Right 
answers. 
 
SCHOLASTICS 
• 
B.Com. | Osmania University, Hyderabad 
 
TECHNICAL PROFICIENCY 
• 
ITIL V3 Foundation (July-2012) 
• 
CCNA (Feb-2006) 
• 
Microsoft Certified Professional (MCP) - MS 
Exchange (2002) 
• 
Microsoft Office Users Specialist (MOUS) – 
(2002) 
 
PERSONAL DETAILS 
• 
Date of Birth: 7th April 1975 
• 
Nationality: INDIAN 
• 
Languages: English, Hindi 
• 
Marital Status: Married 

 
NOTABLE ACCOMPLISHMENTS ACROSS THE TENNURE 
• 
Bagged the following awards: 
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IBM Managers Choice Award for three consecutive years (2017, 18 & 19). 
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Top performer of the year in 2015 (AT&T). 
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Best performer in the team award (AT&T). 
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Star Award twice- A quarterly award from the Stakeholder (GE Healthcare). 
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Bronze Award in appreciation of initiatives taken in the Level 3 process GENPACT. 
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Bronze Award for Best Voice of Customer (VoC) in Level 2 team. 
• 
Merit of being chosen for representing GE Capital for “On Job Training” (OJT) for GE Power Systems in Atlanta, Georgia, USA. 
 
WORK EXPERIENCE 
June-2021 – June-2022, Service Portfolio Manager - Kyndryl (A spin off from IBM) 
Platform Management (SCCM), Collaboration services (O365) & Virtualization (VMware) 
Adopted strategic initiatives towards the delivery of WMS (Workplace Modernization Services) on assigned account(s)as a Tower 
Lead. Collaborated with the account teams (i.e., Delivery Project Executive (DPE), Service Delivery Manager (SDM), and Service 
Integration Leader (SIL) to review the service as a whole. Efficaciously reported monthly status to this target and worked with the 
DPE to analyze issues and requirements and respond to requests for new services to help grow the business. Shared the reports and 
progress with the management and customer on monthly basis on the achieved targets and metrics. Got in more business for 
VMware by gaining customer trust and by providing good service consistently. Migrated all the legacy exchange accounts from 
Managed services to O365 successfully in the given target timeframe. 
• 
Served as an owner of assigned account(s) and represented all WMS (Workplace Modernization Services) and deliverables. 
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Collaborated with Transition/Transformation manager to complete command and control resources allocation and manage 
relevant documentation. 
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Acted as an escalation point for the customer for service-related issues. 
• 
Worked towards the establishment of overall account DoU (Document of Understanding) with DPE and 
maintain/updated/validate DoU as required. 
• 
Maintained account information in a repository and ensured SDOM (Service Delivery Operation Management) Dashboard and 
Web information is correct for their accounts every month. 
• 
Monitored the entire  results of tactical plan implementation & process changes to  provide  feedback  and suggestions for 
improvement. 
• 
Administered operational metrics to evaluate performance standards and seek solutions to improve processes where needed. 
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Played a pivotal role in ensuring timely execution and high-quality service delivery and ensuring SLA/SLO compliance. 
• 
Developed reports and presented them to WMS Management and Account Team/Project Office. 
• 
Efficaciously worked towards management of WMS global resources as necessary via the proper WMS escalation process to 
work with account ASLs to address specific matters. 
• 
Improvised the reports by automation to make it error free and reduce the manual efforts, elimination of redundant work, 
thus providing the quality reports. 
 
Transition & Engagement Manager - IBM (A merger-acquisition from AT&T to IBM) 
Microsoft Skype for Business Support Team|(April 2016 – May-2021) 
Served as SPOC for new onboarded customers/ Projects/ Transitions .Build, reviewed enhanced the entire process by managing end- 
to-end for all new onboarding customers for completion of transitioning, process, and procedures. 
• 
Reviewed the SOW (Statement of Work), SLA (Service Level Agreement), and other documents, understand and ensure that all 
the metrics and process procedures are agreed upon by both the parties. 
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Led various pilot programs to test and ensure all the tools and applications are working fine, access is provisioned (if any is 
required) for team members. 
• 
Involved in process streamlining and Gap Analysis, Procedure ease identification, consensus, and implementation across the 
team. 
• 
Developed Interface agreements with Internal support teams & new customers. 
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Responsible for Updating and maintaining team documents (SLA, Contacts, Process & Procedures, IA) in the storage portal of 
IBM and Incident/Change/Problem Management. 
• 
Handled weekly & monthly reports for all the customers. 
• 
Monitored weekly/monthly review calls with Engagement Managers (EMs) of all customers. 
• 
Offered mentorship to new team leads and Engagement managers. 
• 
Maintained the performance tracker for Engagement Managers for their performance review for quarterly and yearly reviews. 
 
PREVIOUS EXPERIENCE 
Technical Specialist - AT&T | Microsoft Lync & Skype for Business Support| Apr 2010-Mar 2016 
Growth Path 
• 
Apr 2010-Apr 2013: Application Engineer 
• 
Apr 2013-Apr 2014: Process Specialist 
• 
Apr 2014-Mar 2016: Technical Specialist 
Jan 2001- Mar 2010| iProcess / GECIS / Genpact | Senior Engineer