Suleman Ashraf M

Contact: +1 6787806694 | [email protected]

Professional Summary
Looking for an exciting opportunity with an ambitious company where I could apply theoretical and technical
information systems knowledge and skills to evaluate complex information systems problems within professional
and research contexts.

Summary of Qualification
 Technically sophisticated and senior management professional with a career of 10 years reflecting strong
leadership experience coupled with solid exposure in handling Production Support and Business Analysis
functions.
 Expertise in analyzing requirements, designing functional specifications, conducting root cause analysis and
providing solutions while ensuring maximum customer satisfaction.
 Provide Subject Matter Expertise to system users who request changes for all systems in use in the department
support their understanding of the dependencies and interfaces between the systems and to help them identify
and use existing functionality as far as possible before pursuing new development.
 A keen planner and strategist with proven abilities in addressing customer oriented issues, resolving
performance bottlenecks, managing process verticals, implementing process improvements and quality
initiatives for reducing number of tickets and achieving desired performance levels.

Skills
 Subject Matter Expert(Customer Experience)  Order Management (Verizon)
 Process Improvement  Data & Quantitative Analysis
 Business Process Excellence  Escalation Management
 Business and Report Analysis  Technical/Application/L2 Support
 ITIL Service Operations/Production Support  KPI Visualization & Dashboards
 Root Cause Analysis

Work History
Data Analyst: Infosys (Verizon), Hyderabad - India
SSP Analyzer: (Jan 2019 – Nov 2024):
 Identify analyses and interpret data into meaning full insights to find the opportunities for business.
 Coordinate with various teams and raise support ticket for all issues identified, analyze root cause and assist
in efficient resolution of all production processes by taking complete ownership.
 Automated SQL scripts and cleaned up affected accounts to avoid incidents.
 Perform timely escalation of critical production environment incidents and proactively identify patterns of
recurring incidents to improve service capabilities
  Call volume reduction to analyze call center data, improvisation of IVR systems with Analytical driven
approaches.
 Maintained consistent communication between Business, Project, and IT groups to ensure information was
clear, well-defined, and understood.
 Generating weekly order volume reports and Spike DATA using Power BI for weekly client calls.

Software Engineer: Verizon, Hyderabad - India

 Provide strategic leadership to ITIL based Service Operational Excellence Team for providing service
excellence to an account or set of accounts on Incident Management, Escalation & Notification, Service
Restoration and Root Cause Analysis.
 Act as a bridge between the clients and IT, and work in close coordination with development team to
translate business needs/queries into best-in-class solutions after conducting complete research and analysis
of the issues.

 Manage change request through proper change management channels with minimum impact on the system
after verifying all changes as per customer requirements and in compliance with SLA
 Identify improvement opportunities, handle change requests, problems/issues tickets and tackle incidents to
enhance performance and process efficiency
 Regularly assess risk and opportunities for the system on variety of KPIs in order to help minimize tickets
and maximize customer satisfaction
 Keep a regular track on the pending issues, incidents and outages until they are resolved up to customer’s
satisfaction and ensure proper documentation for future reference

Technical Skills
Database : Oracle SQL
Other Tools : JIRA, Service Now, XML, Power BI.

Education
 Bachelor of Technology from Nimra Institute of Technology (2007-2011)

Accomplishments
 Awarded as Best Performer on the Spot Award thrice for outstanding contributions.
 Received many Appreciations for delivering excellent customer service and total resolution of issues /
solutions provided to customers.
 Reduced manual efforts with Automation, Auto resolution,,SLA Metrics.