Sheikh Nazib Ahmed
IT Operations Support|Service Management| Business Analytics
Euless,Texas
Summary
Experienced 15 years+ professional in IT Service Management and Customer Experience (CX) function worked in different countries at Huawei, Ericsson, Nokia, Vodafone. I am passionate about working on Business and Customer Data to improve the Business efficiency as well improve the customer experience.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
5
5
Certificates
Work History
Billing System Operations Specialist
Vodafone Qatar
10.2015 - 08.2022
- Telecom billing data analysis from multiple sources of 1 million records, Data cleaning, analyze Customer Data insights to diagnosis system flaws and recommend business enhancement. This helped business to prevent revenue loss and established billing accuracy of 99.99%
Incident Analyst (Service Desk)
Vodafone Qatar
12.2013 - 09.2015
- Act as bridge between Business and Service Management function (within department and also third party suppliers) by driving incident/problem across mobile, fixed and IT services) and resolve within agreed SLA also to ensure service meets specified requirements.
System Engineer
Huawei Technologies South Africa
09.2010 - 12.2013
- Responsible for second level technical support of CRM and performed possible solution to customer for trouble tickets, handling critical issues and ensuring SLA.
System Engineer
Ericsson Iran
08.2008 - 07.2009
- Worked in back office team to handle faults on Activation and Mediation IT system, trouble tickets, system performance and network degradation resolved under service level agreement.
System Engineer
Ericsson Malawi
08.2007 - 03.2008
- Worked as second line technical support for Post-incident analysis as part of Problem Management process and approved any change that affects network topology through established changed management process.
System Engineer
Nokia Iran
12.2007 - 03.2008
- Verify Value Added Service System's solution description, accordingly, prepare user acceptance test which includes functional test, system test, stress test and network performance test.
Solution Integration Engineer
Ericsson Bangladesh
07.2006 - 12.2006
- Responsible for IT Application- Billing/CRM system install, integrate, configure, develop, verify, test new solutions and performed data migrations.
Intelligent Network Engineer
Huawei Bangladesh
09.2005 - 09.2006
- Technical support of incident related Telecom intelligent network infrastructure, platforms and services and ensure to solved issue within SLA.
Education
MS - Business Analytics
The University of Texas At Arlington
Arlington, TX 08.2022 - Current
Post Graduate Program - Data Science And Business Analytics
The University of Texas At Austin - McCombs School
In Partnership With Great Learning Institute India 03.2021 - 09.2021
Bachelor of Science - Computer Science & IT
Islamic University of Technology
Dhaka, Bangladesh 01.2000 - 10.2003
Skills
Service Management
Customer Experience
Product Management
Vendor management
Governance
Planning and Coordination
Data Analysis
Root Cause Analysis
Quality assurance
Technical Support
Advanced Excel
Certification
ITIL V3 Foundation
Timeline
MS - Business Analytics
The University of Texas At Arlington
08.2022 - Current
Post Graduate Program - Data Science And Business Analytics
The University of Texas At Austin - McCombs School
03.2021 - 09.2021
Billing System Operations Specialist
Vodafone Qatar
10.2015 - 08.2022
Incident Analyst (Service Desk)
Vodafone Qatar
12.2013 - 09.2015
System Engineer
Huawei Technologies South Africa
09.2010 - 12.2013
System Engineer
Ericsson Iran
08.2008 - 07.2009
System Engineer
Nokia Iran
12.2007 - 03.2008
System Engineer
Ericsson Malawi
08.2007 - 03.2008
Solution Integration Engineer
Ericsson Bangladesh
07.2006 - 12.2006
Intelligent Network Engineer
Huawei Bangladesh
09.2005 - 09.2006
Bachelor of Science - Computer Science & IT
Islamic University of Technology
01.2000 - 10.2003