1. Muhammed Umer Danish Patel
Contact Detail
Cell: 971 555 183363
Email: mudanpatel@hotmail.com
Objective:
To make sincere efforts to excel as a professional.
Profile:
-More than 10 years’ of professional experience primarily in Software Customer Support.
-Excellent understanding of Product Management, Product Analysis, Quality Assurance
-Processes, Analysis Design, Development, Management and Documentation.
-Fairly good understanding of software testing techniques.
-Self-motivated, bottom line oriented, proactive and skilled in problem solving.
Customer care Skills:
1. Technical skills.
2. Organizational skills.
3. Interpersonal skills.
4. Communication skills.
5. Patience.
6. A meticulous and methodical nature.
7. A logical mind.
8. Capable of working well under pressure.
9. Enthusiasm to be continually learning.
IT Skills, Experience:
-Excellent verbal and written communication skills, Good command on English language.
-Good presentation skills and an ability to engage audiences and represent the IT projects department.
-Ability to effectively convey information of a highly technical nature to non-technical audiences Ability to
analyze qualitative data.
-Ability to act independently with minimal supervision.
-Understands the hierarchy and culture of customer and supplier organizations and is able to identify the
decision makers and influencers.
-Must be able to manage multiple assignments simultaneously and have strong organizational skills.
-Demonstrates proficiency in project management methodology.
-Shows effective time management skills and ability to meet / work towards deadlines.
-Understanding of business processes and basic corporate finance, management and accounting
principles.
-Demonstrate cross-functional expertise and the ability to thrive in a highly complex environment.
-Demonstrate a strong attention to detail.
-Maintains direction and focus through proactive planning and organized approaches to work.
-Communicate a ‘can do’ attitude and positive outlook, minimizing negative behaviors.

2. -Demonstrate initiative, resourcefulness and the will to learn and improve.
-Retains objectivity and proper understanding of a problem or situation when placed under conditions of
Stress Superior.
Other Expertise:
1. Installing and configuring computer hardware, software, systems, networks, printer’s scanners and
networking.
2. Planning and undertaking scheduled maintenance upgrades.
3. Talking to clients and computer users to determine the nature of problems.
4. Responding to breakdowns.
5. Investigating, diagnosing and solving computer software and hardware faults.
6. Repairing equipment and replacing parts.
7. Supervising junior engineering and technical staff.
8. Agreeing timescales.
9. Obtaining replacement or specialist components, fixtures or fittings.
IT Service Support Specialist - Business Response:
I am an IT Service Support Specialist within IT Business Response Department. Reporting to the Business
Response Manager.
The Information Technology Department is responsible for the efficient sourcing, development and
deployment of easy to use technology solutions that address the business needs. By being aligned to the
business and working in partnership with them the Information Technology Department is focused on adding
value through prudent innovation and disciplined execution.
Responsible for ‘Operating the Business Plant’, i.e. ensuring the continuous operation of business services,
maintaining the readiness of business services and the management of technology operating risks.
I managed desk-aligned service delivery and production support. As a Business Response/Front Office
Technical specialists am assigned a desk/group of desks or business area; they are the point of contact for IT
business service problems related to that Business and queries related to that Business’ use of those services.
Calls are both from Users (e.g. Traders) and other stakeholders. Business Response/Front Office Technical
specialists are responsible for the continuous review and assessment of the effectiveness of our operational
risk controls and for executing and ensuring key polices and best practice. A key aspect of the role is managing
demands from the Desk and that may involve enhancements to business applications or the supporting
application infrastructure.
- Using detailed knowledge of business processes and applications to anticipate or quickly diagnose and solve
problems, whether the nature of the problem is technical, functional, or in usage
- After researching and diagnosing bugs, the team provides feedback to the development group on new
application requirements, helping to prioritize fixes and liaising with Traders, Operations, etc. for acceptance.
- The in house development team makes appropriate system enhancements in response to changing business
needs. On my identifying the team is focused on setting standards for services testing, documentation and
deployment.
Responsibilities:
- Point of contact and escalation, both for Users and other members of IT, for IT service problems and

3. Queries relating to that Desk’s or Business’ use of IT services.
- Resolution of business-impacting incidents and problems through direct action or co-ordination of other
Groups.
- Monitoring of the key components that make up the service delivery stack from front-end applications
Through to back-end infrastructure.
- Communication to the Desk/Business of problems that will affect their activities or operations.
-Demand management for the Desk/Business i.e. proactively identifying demands, specifying
Enhancements, tracking them, prioritizing them and participating in UAT where appropriate. Making
Appropriate system enhancements in response to changing business requirements or business issues.
- Staffing a Rota to ensure adequate coverage across the Desk/Business.
- Specifying, performing and/or proactively monitoring preventative checks for improving service delivery
to the Desk/ Business.
- Participating, where appropriate, in the release of new services and upgrades.
- Monitoring and reviewing performance against these SLAs / OLAs service.
- Proactively identifying areas for improving the availability of the production environment.
- Maintaining and updating contingency plans by using IT risk analysis methods, tools and techniques to
Identify potential exposures to services which support critical business processes e.g. single points of
Failure, lack of effective countermeasures or lack of tested, up-to-date recovery plans. Proving the
Readiness of contingency platforms.
Qualification:
Master’s degree in computer science from University of Karachi.
References:
References are available on demand.