Farooque Humayun
As an Incident Coordinator with 5 years of experience, I am driven by a strong sense of accountability and a commitment to mastery in resolving complex issues efficiently. I thrive on autonomous problem-solving while valuing collaborative efforts to achieve pragmatic solutions, always striving for continuous improvement in operational excellence.
Experience
Incident Coordinator
Wipro Technologies · Jan 2025 – Present
- Manage complete incident lifecycle in alignment with ITIL & SLA standards.
- Lead Major Incident Management (MIM) for P1/P2 issues, coordinating Infra, Network, Application, and Vendor teams.
- Conduct RCA and PIR sessions; collaborate with Problem Management to eliminate recurring incidents.
- Ensure proactive communication with stakeholders and minimize business impact.
Technical Support Specialist / Quality Analyst
Wipro Technologies · Oct 2022 – Dec 2024
- Delivered technical support for Mac & Windows systems, resolving Outlook, printer, software, and network issues.
- Audited chats/calls, coached agents, and tracked NPS to improve service quality.
- Implemented feedback loops to enhance customer satisfaction and operational efficiency.
Specialist in Operations
Aegis Limited · Apr 2021 – Oct 2022
- Maintained operational excellence and SLA compliance across service desk operations.
- Managed case logging and resolution; trained agents on new processes and regulations.
- Improved efficiency through RCA, documentation, and process optimization.
IT Support Engineer
Netscribes India Pvt Ltd · Oct 2019 – Oct 2020
- Provided L1/L2 desktop support for Windows/macOS environments.
- Diagnosed hardware/software/network issues; supported Windows 10 rollout.
- Managed incidents via ServiceNow under ITIL guidelines.
- Delivered remote troubleshooting and configuration assistance.
Service Desk Analyst
ITC Infotech · Sep 2017 – May 2018
- Delivered 1st line technical support via phone, email, and chat.
- Logged and escalated tickets; ensured timely resolution and callback confirmation.
- Maintained high customer service standards and SLA adherence.
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Education
B. Tech, Information Technology
West Bengal University of Technology · 2012 — 2016
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