Samira Akbari Ashtiyani

Address: ***** ******** **., ********, ***** VA

Email: ac4qsp@r.postjobfree.com

Contact Number: 909-***-****

OBJECTIVE

Enthusiastic and professional in various IT fields, possess strong communication and negotiation skills. Quick to grasp new ideas, able to work well on my own initiative and can demonstrate the high level of motivation required to meet the tightest of deadlines.

I am now looking to build on my extensive range of skills within a suitably challenging role which meets my competencies, capabilities and education. I am keen to achieve further professional development. EDUCATION

ITIL v3 Foundation Certification (2015)

Master’s in Information Technology Management

University Technology Malaysia - Kuala Lumpur, Malaysia (2009 - 2011) GPA: 3.81

Bachelors in Computer Hardware Engineering

Azad University - Tehran, Iran (2001 -2006)

GPA: 3.00

SUMMARY OF EXPERIENCE

Total Experience of more than 6 years

IT Project Management Specialist - Sep 2016 to Feb 2018 SCICOM (MSC) Berhad, Kuala Lumpur, Malaysia

Major Incident Management Specialist - Dec 2013 to Jan 2016 Getronics Solution (M) Sdn. Bhd, Kuala Lumpur, Malaysia

IT Desktop Support - Feb 2011 to March 2013

SCICOM (MSC) Berhad, Kuala Lumpur, Malaysia

IT Technician - Oct 2007 to May 2009

Samie Rayan Pardaz Co, Tehran, Iran

KEY SKILLS

Certified ITIL

IT Project management

Major Incident Management, Change Management, Case Management

Excellent customer care and IT Support skills

Microsoft Office, Project, Visio

Troubleshooting Computer Hardware, Software, IPPhones & Network issues

Managing Active Directory

Microsoft Exchange & Lotus notes

Data Analysis, Excel, SPSS

Helpdesk and CRM software such as Service-now & Siebel

Familiar with Web Management & Dreamweaver

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DETAILS OF EXPERIENCE

IT Project Management Specialist - Sep 2016 to Feb 2018 Scicom MSC Berhad, Kuala Lumpur (Malaysia)

SCICOM is a leading outsourcing and services company specializing in Customer Contact Management Solutions. The services include integrated outsourcing (BPO & KPO) solutions, IT outsourcing, software application development, strategic operational consulting and marketing services, back office processing and a host of training and education products in Customer and Service Management. Principle Responsibilities

Executing project management plans for new and existing projects related to Information and Communication Technology (ICT) department.

Monitoring and reporting on project progress against predetermined scope, timeline, follow up and other specifications related to ICT department.

Develop and maintain project documents and governance artifacts.

Enforce ICTPM policies and practices, which recognize the current and evolving needs of all the stakeholders.

Assist Business Technology division to handle Request for Proposal (RFP), Capex,Technical Writeup and diagrams.

Prepare policies and process related to project bidding and project execution based on the scoping done by B&D or Client aligned with ISO standard.

Provide technical process flows and other technical document with a help of other ICT division heads whenever there is any request from the client.

Benchmarking the system capabilities and the limitations of various system deployed at Scicom to carry out client profiling. Also, to look at alternate option/services which could be provided to the client

To provide a standard scoping document with a standard timeline of ICT system infrastructure implementation.

The evaluation of ICT Projects performance and identifying critical success factors

Achieve the project objectives within the expected performance targets for time, cost, quality, scope, benefits and risks

Work with management to analyze results, identify opportunities, and to develop action plans Major Incident Management Specialist - Dec 2013 to Jan 2016 Getronics Solution (M) Sdn. Bhd, Kuala Lumpur, Malaysia The Getronics family is an ICT Services group headquartered in Munich, Germany. Getronics Malaysia provides the IT support for companies such as ORORA AMCOR Groups (Australia, New Zealand & USA), INSEAD University (France, UAE & Singapore) and MAS (Malaysian Airlines). Principle Responsibilities

Providing level 2 helpdesk support for Major Incident management

Determine the severity of the Major Incidents based on the business impacts

Engaging all required resources for incident resolution (IT teams, third party service providers & managers)

Keeping the customer informed about the progress on a timely manner

Drive technical team to provide root cause analysis for each major incident

Capturing all Major Incident details and update all necessary documents

Preparing different reports and performing data analysis for internal managers and clients

Participating in weekly meeting with clients’ IT managers in order to improve the services

Responsible for monitoring ageing tickets in Service-Now and determine the reason of delay in resolution and follow-up or escalate the cases to the managers accordingly

Monitoring Service Desk performance to ensure that all Service Level Agreements are met

Conducting training sessions for Service Desk Agents

Plus Being on-call out of business hours to provide 24/7 Major Incident management support Page 2

IT Desktop Support - Feb 2011 to March 2013

Scicom MSC Berhad, Kuala Lumpur (Malaysia)

SCICOM is a leading outsourcing and services company specializing in Customer Contact Management Solutions. The services include integrated outsourcing (BPO & KPO) solutions, IT outsourcing, software application development, strategic operational consulting and marketing services, back office processing and a host of training and education products in Customer and Service Management. Principle Responsibilities

Providing remote & desk side support for the employees (over 1000 users)

Troubleshooting software, hardware & network issues

Assemble, install, upgrade and configure new desktops

Monitoring ticketing system to make sure all tickets are assigned to the proper team and SLA’s are met

Assisting new users and handling IDs such as Windows, Email, Avaya and ININ

Managing groups & accounts in Active Directory

Managing permissions on the file server

Handling user’s issues with Lotus Notes

Monitoring ManageEngine to keep track of all computers and software licences

Liaised with project management team to gather IT requirements, and integrated technical expertise and business understanding to create superior solutions for the company and customers.

Working with PMO team to implement new projects - including documentations, installing new workstations, equipments, software and IPPhones and final testing

Document internal procedures and assist IT managers to be prepared for Audit

Maintaining inventory of all equipment and providing the IT inventory reports for Finance department IT Technician - Oct 2007 to May 2009

Samie Rayan Pardaz Co, Tehran, Iran

Samie Rayan Pardaz Co. is a known software and game development company in Iran. The main product is educational Software and Games for young students. Principle Responsibilities

Troubleshooting hardware/ software and network issues for users

Assemble, install, upgrade and configure new desktops

Maintain a system of safety backups and the disaster recovery process

Web Management (website design and update)

Conducting meetings with the higher management to improve IT related matters

Troubleshooting Software products for the customers REFERENCES

Scicom MSC Berhad

Yoganand Nayak

Vice President & Head of Operation

Email: ac4qsp@r.postjobfree.com

Tel: +60-12-217-****

Getronics Solution (M) Sdn. Bhd

Mhylene Dayapan

Incident Management Team Leader

Email: ac4qsp@r.postjobfree.com

Tel: +60-10-253-****

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