Abdul Rahiman A

Managing JPMC bank data migration project. Responsibilities include client support, billing, performance management, quarterly status reporting, CSAT report, SLA report, monthly performance review, and recruitment. Supported data migration with 20-member team helping customers migrate from existing platform to new platform using mainframe and WinSCP tools.

Worked for USAA insurance clients managing user data. Managed SLA, billing, CSAT, and team development. On-boarded new employees and resolved staff conflicts.

Managed Application support for AXA US. End-to-end reporting to TCS and clients on SLA, Performance Management, and CSAT. Mentored team members and made hiring recommendations.

IT service desk support for SONY internal users around 7000 employees. Supported application support, password reset, troubleshooting, and technical support. Managed team performance, SLA management, and client reporting in a 24/7 process.

Provided Level 1 support to schedule Video Conferencing for insurance domain. Managed pre-test for scheduled locations, workstation maintenance, and network connectivity troubleshooting. Coached and evaluated team members.

Assisted Australian Customers for provisioning order issues migrating from Legacy to Siebel. Handled escalation calls. Provided technical assistance, training for associates, managing hardware issues for global users, and remote technical support.