* ******* ******

Kellyville Ridge, NSW ****

043*******

acbznz@r.postjobfree.com

MONA SAINI

To obtains a meaningful and challenging position in the good growth company with

OBJECTIVE

considerable advancement opportunities that enables me to excel in the field of

Management. I would like to use my knowledge for industrial development projects .

I am graduated with strong and IT background and good experience in IT. I am

PROFILE

customer focused, multitasking, quick learner, strong communicator and good

administrator with strong analytical skills.

I have vast knowledge of Australian business and market, ability to work in fast paced

environment and ability to meet deadlines. I am very flexible to situations and never

miss an opportunity in taking the initiative. I can work successfully in a team as well

as autonomously. I have an excellent ability to learn new things

TECHNICAL Office Suites

AND

MS Office 10 (Excel, Word, Power Point, Access), Visio, Open Office Suites, Outlook, MS

PROFESSIO

Project, C, C++, SAP

NAL

SKILLS Operating Systems

Windows 98/2000/XP/NT, Vista, 7, Siebel

Additional Studies:

Completed CompTIA Network+ 2005 (From Sun Microsystems)

Project Management Certifications

Prince2

ADDITIONAL TECHNICAL SKILLS

Intermediate level knowledge of Visual Basic

Broadband, DSL, Dial-up & Wireless Broadband support experience.

Good Understanding of Active Directory and Exchange Server

Understanding of Network Protocols.

Good Understanding of a CITRIX environment

Knowledge of System engineering

Intermediate level knowledge of machine level languages (8085, 8086, MCx51)

Working with Operating systems like Windows 98,2000, XP

Good experience in Troubleshooting of Hardware/Software /Network problems.

Good knowledge on Database like oracle and MS Access.

Good experience in troubleshooting windows files problems, missing files

WORK PROJECT COORDINATOR, DIMENSION DATA AUSTRALIA

HISTORY Feb 2011- Till Date

Assists project manager in managing project workflow.

Supported Project Managers in the execution of a project on the Emergency Response

Management Systems.

Prepare and maintain project schedules, meeting and training development agenda.

Capture meeting minutes and record action items.

Assists in project tracking and reporting.

Managed successful relationships with sub-contractors and associate contractors.

Working closely with program managers and project managers to support the

successful development and implementation of project schedules.

Update and maintain project schedule as per customer requirements through interfacing

with the Project Manager and various Project team members.

Facilitate on-time and efficient completion of projects by understanding critical

activities and alerts.

Assists in development, review and finalization of presentations and training modules.

Facilitate and support team meetings.

Manage meeting logistics including setting up conference calls,

Prepare, review, and issue schedule reporting.

Provide ad hoc support to other project teams within the Engineering

Quality group.

Assess schedule risks, opportunities and feed information.

Track and update all deliverable continuously throughout the project and give feedback

to Project Team.

Support the project close out process and ensure project closeout in a timely manner.

Provide quality control for client deliverable to ensure project documents are complete

and current.

Provide support to Engineering team and other clients.

Prepare monthly reports for project team for project managers.

Coordinate multi-site work flow processes through procurement, staging, and release

organizations.

Coordinate and support the transfer of all equipment and installations to the end user

client.

Responsible for writing and developing documentation, procedure, Templates and

checklist.

Ensuring that time sheets are logged correctly and on time for the project team.

Tracing expense claims if required.

FIELD SERVICE COORDINATOR, ORACLE CORP / SUN MICROSYSTEMS

April 2008 – Dec.2010

Worked as Field Service Coordinator

Logging & tracking jobs for field-based Engineers & Technical Support specialists

Dispatching cases to the engineer's queue and making sure that they are accepted and

action in agreed SLA's.

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Responsible for coordinating between customer and engineer.

Making sure that everything is done at the right time.

Ordering parts for engineers and making sure that parts are delivered in agreed SLA.

Coordinating with Courier Company to facilitate that the parts are delivered on time.

Preparing Documents for what has done and what needs to be done for others to follow

up.

Escalating Service Requests if required to meet the agreed SLA.

External Customer Service for making sure that customers are happy from the service

provided and the engineer's performance.

Updating case notes showing the progress of the case.

Closing cases if the tasks has been completed by engineers.

Responsible for creating Procedures for the team.

Coordinating with the partner companies.

Managing information and changing if necessary.

Collecting and managing information from the customer and passing it to the engineer.

Scheduling Jobs with the customers

Using calendars to find out which engineer can do the job and at what time

Calling customer and scheduling the jobs for the time that suits to customer and

engineer

Arranging parts for the engineer before he goes onsite

Handling,updating and managing records for the customers using Siebel

Preparing and sending quotes to the customer and chasing them for Purchase Order.

Responsible for Billing the customer after task is completed and sending them invoices.

Responsible for change in procedures and policies.

Maintaining all Data in Database and updating the records when required

HELPDESK SUPPORT / SERVICE DESK, ETHAN GROUP AUSTRALIA

March 2007 – March 2008

Working in Network Operation Center as Help Desk Support.

Taking calls and Logging Incidents.

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Working with Active Directory for Internal and External Support.

Trouble shooting Citrix related issues.

Working on Exchange Server 2003.

Solving incidents at the First Level and Second Level

Remote Logins for troubleshooting purposes.

Troubleshooting Outlook and other Ms-Office issues.

Escalating to Higher level if needed.

Contacting customers for more information on the issue.

Making sure that the tickets are resolved in agreed SLA.

Closing the cases.

HELPDESK SUPPORT / SERVICE DESK, OPTIMA TECHNOLOGY PTY LTD

December 2006 – February 2007

Optima company’s customers are RTA, DEPARTMENT OF CORRECTIVE SERVICE,

DEFENCE, SCHOOLS and PESONNEL USER.

Logging tickets for the customers for solving the issues.

Providing first and second level of support for resolving issues.

Escalating cases if needed.

Contacting higher level of engineers for solving issues.

I have experienced back up data from old computer and restore into new computers

using java script or back up data from old computer into server and restore data from

server into new computers.

I have experienced to Configure and support Software and Hardware installations and

repairs (includes printers, modems, scanners PC imaging, and other devices)

Troubleshooting of hardware problems of Desktop and Laptops.

Daily check of backups and anti-virus software.

Installing Printer driver from LAN and install printer driver manually.

Connecting and changing hardware and peripherals

I have experienced to provide various levels of desktop support to end user in a timely,

effectively and professional manner.

I have experienced in troubleshooting of MS Office Suite

HELPDESK SUPPORT, FOXTEQ PTY LTD (HP)

December 2005 – November 2006

Logging tickets in the Service Desk.

Resolving issues at first and second level of support.

Hardware configuration and installation

Troubleshooting of Desktop Computer

Testing of PC

Installation of operating systems in Computers.

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EDUCATION MASTER OF INFORMATION SYSTEMS, CENTRAL QUEENSLAND UNIVERSITY

SYDNEY (2007)

BACHELOR OF COMPUTER APPLICATIONS, GURUNANAK DEV UNIVERSITY

INDIA

Recognized as per Australian Standard.

PRINCE 2 (Present)

REFERENCES AVAILABLE UPON REQUEST

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