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TANZEEM MIRZA
Curriculum Vitae


IT INCIDENT MANAGEMENT
PROFESSIONAL



LinkedIn:

linkedin.com/pub/tanzeem-mirza-itil-certified-
usa/2b/215/21/

Contact Number:

+1 (860) 794-6393


Skype:

tanzeem007

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Change
Management
Incident
Management
Requirement
Analysis
Service Level
Adherence
Problem
Resolution
TANZEEM MIRZA
Email: tanzeem.accenture@gmail.com Mob: +1 (860) 794-6393
Address: 600 Asylum Avenue, apt 527, Hartford, CT, USA


PROBLEM, CHANGE & INCIDENT MANAGEMENT | TECHNICAL CUSTOMER SUPPORT | SOFTWARE ANALYST


PROFILE SYNOPSIS

Solutions focused, Meticulous and result oriented professional offering over 7 years of successful career in
IT arena distinguished by commended performance and proven results in IT experience in Application
Support and Maintenance projects, Incident Management and Problem Resolution.
Capable of analysing problems by identifying the root-cause and can provide solutions to eliminate
technical issues and improve services. Adept at working in high pressure environments with strict deadlines
and multiple deliverables while consistently delivering outstanding results.
Possesses understanding of Project / Client Requirements coupled with hands-on exposure in handling all
phases of Software Life Cycle development, right from requirement analysis, project scoping, planning &
scheduling to the implementation of robust technology solutions within time, budget and quality.
Exceptional leader with good communication, interpersonal & analytical skills and promulgating team spirit.
Well-organized, with a track record that demonstrates self-motivation, creativity, and initiative to achieve
both personal and corporate goals.

CORE COMPETENCIES










CAREER CONTOUR

Accenture Services Private Limited
Senior Analyst (August 2012 onwards)
Programmer Analyst (August 2010 Aug 2012)
Associate Software Engineer (May 2008 August 2010)

Select Highlights:
Overseeing all aspects of Incident management and hold complete liability in closing down the issue in
minimum turnaround time.
Gathering service requirements and meeting peak application performance, required to meet the demands
of everyday business, including all internal departments.
Ensuring proper disaster recovery plans are in place and extend priority support during times of crisis by
getting the system back in the least possible time.
Spearheading a Team of Offshore and Onshore Developers and have them resolve the Incidents within SLA
(Service Level Agreement) as Incident Manager.
Direct the Incident Management process by assigning tickets to the appropriate individual on a service
provider team.
Prioritize incidents, based on priority and urgency, and assessing service provider team resources and
capacity with complete accountability of end-to-end service level attainment.
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Monitor existing tickets and escalate to management if in risk of missing the service level targets. Receive
the assigned incident; determine if the ticket was correctly assigned
Monitoring the overall functioning of processes, identifying improvement areas and implementing
adequate measures to maximize customer satisfaction level.
Performing System Acceptance Test (SAT) and User Acceptance Test (UAT) for new and upgraded systems
before implementing in the production environment.
Oversee all phases of software life cycle including analysis, design, development, testing, implementation
and quality project deliverables.
Ensuring the team is aligned to the primary goal of providing the highest level of customer satisfaction
through regular team huddles and small programs to develop customer skills.
Utilizing remote desktop to access client applications to determine the exact cause of the issue and provide
the best remedy reducing system downtime to as low as possible.
Develop healthy communications with all end users and other members of the technology department to
stay updated on problems and latest fixes.
Analyse performance of Helpdesk activities and document resolutions, identify problem areas, as well as
devise and deliver solutions to enhance quality of service and prevent future problems.
As CAB (Change Advisory Board) member responsible for:
Applying a structured methodology and lead change management activities
Assessing the change impact
Completing change management assessments
Creating change management strategy
Identifying, analyse, prepare risk mitigation tactics
Identifying and manage anticipated resistance
Consulting and coach project teams
Supporting communication efforts
Integrating change management activities into project plan
Managing stakeholders
Tracking and report issues
Supporting change management at the organizational level, Enterprise Change Management

Achievements
Prepared the WSR (Weekly Status Reports), SLA (Service Level Agreement)/Governance Deck, MSPS
(Microsoft Project Office Time Sheet) which helped the Executives to further improve(~25%) on
budgeting/cost management.
Significantly contributed by engaging in capacity planning which ensured 100% utilization/alignment of the
resources to the projects in pipeline.
Played a stellar role in successfully evaluating the resources on the IT skills under the Career Development
program which helped to increase the proficiency levels in Accenture.
Achieved Process Champion Award for outstanding performance in Oct, 2012.
Super Trooper Award for outstanding performance in March, 2012.
Second time Super Trooper Award for outstanding performance in Oct, 2013.
Successfully closed 1500 Incidents for the year 2013.

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PROJECT SNIPPETS

Client: Hartford Insurance, USA | Duration: 16 Dec 2010 till date
Key Roles
In charge as Incident/Change/Problem Coordinator handling claims application (Claims In-Knowation) which
is a windows based application and backend as an Oracle 10g.
The project has engaged 100 (Onsite) and 200(Offshore) resources to support and maintain its commercial
and personal lines of business.

Client: Allstate Insurance, USA | Duration: 5 May 2008 to 15 Dec 2010
Key Roles
Worked on NEXTGEN application as Designer/Developer/Tester which is the web based application
interacting with large number of other applications deployed on 20 servers located in Northbrook and
Hudson.
The NEXTGEN Team consists of 200 dedicated software engineers working on the project.
Incident Manager handling the Team at Offshore (Mumbai) and L2 Team at Northern Ireland.
ACADEMIC CREDENTIALS

Bachelor of Computer Science and Engineering from Uttar Pradesh Technical University with 70.2 % - 2007
EXTRAMURAL ENGAGEMENTS

ITIL Foundation Certificate in IT Service Management (ITILF) in 2014.
Microsoft Certification in C# fundamentals in 2014
Microsoft Certification in HTML5 & CSS3 Fundamentals in 2014.
Accenture Certified Developer (Accredited by MIT) in 2010.
Insurance Foundation Certificate in 2008.
IT SKILLS

Languages: VB.Net, ASP.Net, C#, XML, HTML5, Ajax, JavaScript, CSS 3.0, JQuery, VB 6.0
Developer Tool used: Visual Studio 2005, Visual Studio 2008, and Visual Studio Express 2013.
Database: Oracle 10g, 11g, SQL Server Express.
Tools for Database Access: Toad, Oracle SQL Developer, PL SQL Developer.
Other Tools: HP Service Manager, Project Portfolio Management, BMC IT Service Management, MS Project and
Autosys
PERSONAL DOSSIER

Date of Birth: 10
th
March 1985
Languages Known: English, Hindi and Urdu and Read only Arabic
Nationality: Indian
Visa: Accenture/L1B (US Working Visa)- Willing to relocate
Driving License: Valid USA & Indian