Software Manager

Naveed Siddiqui

? **** Confederation Parkway, Mississauga, Ontario.

? 647-***-**** + **********@*******.***

IT professional with demonstrated abilities in Helpdesk Support, project

management, evaluate software & hardware solutions, and supervise

installations .Strong hands on experience with a variety of hardware

platforms & software applications, including networking, peripherals.

Experience troubleshooting system problems, providing user training and

help desk support

Technical Proficiencies:

System Reporting Advance MS Excel Outlook/Lotus Notes

Systems Integration Windows XP/7/NT PC Workstations

Network troubleshooting Basic familiarity with hubs, software/hardware

switches and routers Technical training

Professional Experience

Desktop Support Specialist

GRK Enterprises-Ontario, Canada Aug

2013- present

. Support via desk-side and remote access through utilizing

Microsoft remote desktop and VNC Viewer software

. Respond to all inbound client communications including: alerts,

emails, phone calls and chat. All inbound client phone calls and

e-mails within set time frame

. Create user accounts and assign group rights using Microsoft

server tools (ADS) Active Directory

. Provide network trouble shooting mainly Cisco

. Serviced, built and maintained PC hardware and software (Compaq,

DELL, HP, IBM, Acer)

. Installed and configured hard drives, replaced LCDs, memory and

video cards, power supplies

. Quickly diagnosed causes of system failures and malfunctions to

ensure highest operation efficiency, reliability and quality

performance standards

. Prepare monthly activity call log report to be presented to the

manager

IT Helpdesk Support

Sach Int Pvt Ltd Feb 2013-Jun 2013

. Lead a team of 5 support members throughout the country to

ensure help desk support of 250+ staff

. Track user calls for resolution and escalation through Alexxo

Helpdesk Software and ITSM ticketing tool

. Provide onsite and remote assistance to retail outlets for POS

system (Bar code Printer & Scanner, Thermal Printer)

. Used chat software like Net meeting, ASRA on demand to

troubleshoot user problems

. Defined user and department needs and recommended software/

hardware solutions with improved operating efficiency and

enhanced satisfaction

. Assisting with technical updates as required to both management

as well as the client

. Coordinating activities with other team members to ensure client

needs are fulfilled in a timely and efficient manner while

ensuring team objectives and client SLAs are met Installed and

tested.

. Provided technical training to end users with software like

Excel, Outlook, Power point

Portfolio Analyst

Faysal Bank Jan 2012-

Feb 2013

. Minimize critical report circulation time from Months to

weeks/days by automating report generation process

. Involved in Windows 7 migration of more than 250 users using

Symantec ghost

. Carry out analysis of the given data and draw correct

inferences, in keeping the objectives of the analysis

. Develop cost/benefit analysis based upon department's set target

for the given period

. Analyze risk characteristics of portfolios and ensure

consistency across product groups and strategies.

Project Coordinator Mar 2007-

Dec 2011

Faysal Bank

. Managed information system related projects from the discovery

phase, through the design, production, and launch, feasibility

study and implementation throughout the country

. Used Remedy ticketing tools to update and resolve users'

complaint

. Liaise with management on project and/or business needs,

opportunities and operational effectiveness

. Developing and maintaining internal control, setting benchmarks

and giving feedback to the management on specific areas of

improvement in order to achieve the set benchmarks

. Provide basic training to end users on applicable software,

Assist the I.T. Services group, where applicable, in their day-

to-day responsibilities

IT Support Mar 2006-Mar

2007

Bank Al-Falah

. Diagnose, analyze and resolve user Laptop, PC or handheld

devices software and hardware issues

. Train and coach users regarding effective use of computer

software and hardware in windows environments

. Working with vendors and other computer support to ensure smooth

running of the end user computers

System Administrator

Jun 2005-Dec-2005

Standard Chartered Bank

. Provide support to users with work stations, desktop

applications, lotus Notes and ensure resource availability to

users

Academic:

. BS (Computer Science) - Sir Syed University

2005

Professional Certifications:

. CCNA

. MCSE

. A+ Certified

. Aspect certification courses for System administration and Historical

Reporting

. Six Months Diploma in Dot Net Technology.

. One Year Diploma in IT

Contact this candidate