Help Desk Service

KHADIJA NAUSHEEN QARNI

A** Block **A, Gulshan Iqbal Karachi, Sindh 75300

Phone: 050*******, +92-333-*******,

Email: *******.********@*****.***

Objective

To succeed in an environment of growth and excellence and earn a job which provides me job Satisfaction and self development and help me achieve personal as well as organizational goals.

Professional Summary

More than 12 years of Experience in IT leadership/Management, systems integration, system administration, and application implementation.

Proven track record of leadership, team building, technical knowledge, and service delivery.

Managed Disaster Recovery Testing.

Developed Cost-Saving Practices.

Developed Service as a Solution best Practices.

Solutions-oriented IT professional who excels at managing projects, collaborating with other teams, interacting with internal clients, and utilizing latest technologies to deliver Solutions on ITIL framework to manage IT helpdesk and assets.

Motivated achiever with 12+ years of experience in IT, implemented Core banking and Help Desk solutions.

Technical Summary

Work Experience

MCB Bank Limited (IT Division), MCB Tower, Karachi 08/2010 – Present

Service Desk Manager

Responsible for assuring users are provided efficient and timely first and second level support .

Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.

Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.

Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.

Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.

Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.

Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through.

Coordinates training requirements of Help Desk personnel.

Contributes to departmental productivity and development objectives by participating in training programs.

Provides leadership by projecting a positive attitude, and providing learning incentives.

Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s).

Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions.

Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.

Maintains competency and enhances professional growth and development through continuing education and conferences.

Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Officer for Technology Services

Remains on-call during off-peak hours to respond to support service issues.

MCB Bank Limited (Project Management), MCB Tower, Karachi 06/2007 – 07/2010

Team Lead (SYMBOLS Support Desk)

Worked as Implementation team member to replace the SYMBOLS Core Banking with the legacy system.

Responsible for provide training to the staff of the Roll out branches.

Responsible branch users are provided efficient and timely CBS support .

Mybank Bank Limited (Project Management), Karachi. 11/2002 – 05/2007

Coordinator (Misys Project)

Worked with Project Director Misys in restructuring Infrastructure of Mybank branches, migration of data from legacy to Misys CBS, migration of email to IBM Lotus.

Education

Masters Degree in Information Technology 2002

PAF-KIET, Korangi Karachi.

Trainings

Evolving Teams 2007

Team Building 2008

Seven Habits by Franklin Covey 2009

Stress & Crisis Management 2014

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