Taimoor H. (ITIL v4) (ITSM) (CASF)

ITSM Strategy & Process Optimization Driving ITIL-aligned service management strategies to enhance efficiency and governance. Establishing SDLC best practices and development guardrails with BPMN frameworks. Assessing and improving IT service delivery models, including Intel BI project optimization. Service Operations & Support Excellence Leading IT support operations with a structured approach in Azure DevOps. Implementing a performance-driven ticket management strategy for L1/L2/L3 support teams. Streamlining onboarding and integration of Systems Change & Release Governance Designing and enforcing a structured Change Management framework for controlled releases. Overseeing end-to-end snapshot application processes across Dev, QA, and UAT environments. Proactive Monitoring & Business Alignment Implementing intelligent alerting mechanisms for actionable business insights. Enhancing system monitoring strategies to drive operational resilience. Knowledge Management & Cross-Functional Collaboration Institutionalizing a culture of documentation and knowledge sharing to reduce silos. Aligning ITSM practices with business objectives through collaboration with development, IT, and business teams.

Roles & Responsibilities Spearheaded comprehensive training and mentoring programs for a team of three Application Support Analysts. laid foundation of Application Support Processess to support clients. Fostered a continuous improvement culture, achieving 85% increase in team proficiency and engagement. Proactively managed KPIs to identify growth opportunities. Ensured alignment with organizational objectives, enhancing KPI performance by 90%. Utilized data analytics and cross-functional collaboration for informed decisions. Partnered with Engineering to translate client requirements into Jira tickets. Minimized rejection risks, achieving a 90% acceptance rate of delivered solutions. Facilitated regular meetings and conducted user acceptance testing. Administered Jira, Confluence, and Microsoft Dynamics 365 to enhance productivity. Implemented automation tools, improving operational efficiency by 88%. Developed best practices and regularly updated standard operating procedures. Integrated new hires by setting up essential tool accounts. Achieved a 95% onboarding satisfaction rate. Maintained transparent communication with stakeholders. Strengthened relationships with an 85% increase in stakeholder satisfaction. Conducted regular meetings and developed comprehensive project reports. Led client meetings to discuss support progress. Maintained a 90% client satisfaction rate, enhancing long-term partnerships. Developed feedback loops and personalized support solutions. Updated self-service knowledge base articles. Increased client utilization of resources by 85%. Developed how-to guides and troubleshooting documentation. Escalated and resolved client issues promptly, achieving an 88% resolution rate. Implemented a ticketing system and conducted root cause analysis. Delivered high-quality fixes, maintaining a 90% adherence to quality standards. Prioritized customer success, boosting retention rates by 89%. Developed proactive engagement and support strategies.

Roles & Responsibilities: Collaborating with the Engineering team and creating jira tickets for the work that needs to be done. Converting client requirements into technical and meaningful tickets helps in minimizing risks of rejection in Acceptance testing from the clients. Administrating Jira,Confluence & Microsoft Dynamics 365 Onboarding new joiners by creatingUser accounts on all tools. Keeping all internal and external stake holders informed with the updates Account Management as well as Leading client meetings in respect of the support progress. Managing KPIs of support to move in the right direction. Updating of self-service Knowledge base articles for clients Escalating client issues to resolution. Maintaining a strong client relationship. Quality Assurance of delivering the fixes. Customer success focused.

Role & Responsibilities : Directly reporting to the Product Director while Completing assigned tasks. Working according Agile Methodologies SCRUM/KANBAN Analyzing call logs/ Jira tickets to spot common trends and underlying problems. Providing weekly and monthly reports for support processes and activities. Logging and keeping records of customer/employee queries. Maintaining request routing methodology and ensuring support issues are sent to the responsible team. Monitoring, reviewing, and reporting on service levels for support. Updating self-help documentation allowing customers/employees can try to fix problems themselves. Identifying a solution to a customer’s query or directing them to appropriate teams. Identified opportunities to enhance internal processes. Gathering data related to customer contact and interactions and using this data to prepare reports and analyses of which processes are working and which can be improved.

Administrator to Hospital Management Information System User Account creations with user rights implementation Of New Modules maintaining the Standard of HL-7 Managed to Lead a team creating Isra University Hospital Official website in a short span of time Provide 24/7 Technical Support to the Employees Managing Biometric Attendance Machines & Organization Employees Attendance. Resolving day to day Technical Issues regarding HMIS & Biometric Attendance. Auditing Accounts if Needed Vigilance Monitoring on Accounts Reports Coordinating with Staff for Training of new modules

Vicenna a sister company of Techlogix An Award Winning Microsoft Azure (Health Cloud) HMIS Enterprise Solution. key Responsibilities; Providing Technical Support to Client Side 24/7 Resolving on Site Issues/Bugs Developing custom made Reports Troubleshooting Issues Performing End user Testing active and highly collaborative team member as part of an agile development team. Perform the dev-ops function by testing the products that is released by QA department and ensure a bug free release. Shows an affinity for finding solutions through discussions with team members. Excellent analytical, problem solving, and debugging skills to solve a complex problem, and comfortable exploring them even if the problem and solution are not yet well-defined.

Full Exposure of MIS Department as an internee