md ibrarul haque
@mdibrarulhaque
I lead IT service desk operations, SLA performance, and high-volume support teams.
IndiaWhat I'm looking for
At TCS, I lead incident SLA adherence for a 17-member support team, mentor Level 1 engineers, and manage workforce scheduling to maintain peak-hour coverage with zero SLA breaches. I also supported an Azure Entra ID and Active Directory management pilot through go-live.
Previously at Accenture and 2COMS Consultancy, I improved service performance through coaching, escalation management, scheduling, and hands-on service desk support. I've reduced average handle time, maintained high productivity, resolved network and endpoint issues, and supported IAM, Microsoft 365, DHCP, and DNS services.
Experience
Work history, roles, and key accomplishments
Lead incident SLA adherence for a 17-member support team, driving timely resolution and minimizing business impact. Mentor Level 1 support engineers, contributing to a 92% quality-compliance and first-time-resolution performance outcome.
Maintained team productivity above 95% while monitoring service levels across 126 agents. Reduced Average Handle Time from 15 to 13 minutes through targeted coaching and process refinements.
Monitored live customer interactions for process adherence and quality compliance, coaching agents on identified gaps. Owned high-severity incidents and escalations end-to-end, coordinating cross-functionally to minimize business impact.
Service Desk Engineer
Coms Consultancy Pvt Ltd
Apr 2023 - Aug 2024 (1 year 4 months)
Diagnosed and resolved network issues including connectivity failures, Wi-Fi problems, and latency, maintaining a 92% first-call resolution rate. Installed, configured, and troubleshot desktops, laptops, and printers, and supported Microsoft Office applications across 70,000+ end users.
Education
Degrees, certifications, and relevant coursework
Veer Surendra Sai University
Bachelor of Technology, Technology
Bachelor of Technology degree from Veer Surendra Sai University, Burla, completed in November 2020.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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