Engineer Desktop Support
Resume:
Sehrish Maqsood
*** *** ** ***** ***** Estate Shatin, N.T HK
Mobile: 98064190
Hong Kong Resident
Email: *********@*******.***
STRENGHT:
Ability to communicate effectively with at all levels of employees and management
Can work efficiently with team members
Good communication skills
Good management skills
Self-motivated and ability to work independently
Experience working in a multi-national and multi-cultural environment
AREA OF EXPERTISE
Project Management
System Builds and Installs
Troubleshooting and Issue Resolutions
Customer Service and Relations
System Migration and Deployments
Remote System Support
Server Administration
Problem Identification/Analysis
Client Need Fulfilment
User Support and Training
Detailed Documentation
Organizational Ability
EXPECTED SALARY: Negotiable
LANGUAGE SKILLS:
English: Fluent in writing, speaking and listening
Cantonese: Fair in speaking only
Urdu: Fluent in writing, speaking and listening
TECHNOLOGY PROFICIENCIES
Languages: XML, HTML, C, Java, PHP, JavaScript
Platforms: Windows operating systems (Vista, XP, 7, 8, 10), Mac OS X, Microsoft Windows server 2003, Microsoft Windows server 2008, Microsoft Windows server 2012/ R2 and VM
Applications/Tools: MS Office (Word, Excels, PowerPoint, Outlook and Access), MacAfee Anti-Virus, Symantec (Antivirus and Messagelab) Back-up (Veritas Backup Exec, Cloud, Acronis), Wansync, CRV, AirWatch, Azure, Office 365, Exchange Management Console, Active Directory, GPO, DFS, Blackberry Aministration Service Console, RSA SecureID Management Console and IP phones systems; Avaya and Cisco
Networking: LAN & VPN/Remote Connectivity, TCP/IP
Software: Matlab, Codeblocks, Notepad++, Exchange, Amadeus, Sabre Interact, VPN Client (Cisco and Shrew Soft), Bloomberg, Thomson Reuters and Advent Geneva
Hardware/System: PCs, Laptops, Printers, Scanners, Mobile Phone, Cisco IP phone, Cisco routers wireless, Telephony Systems
PROFESSIONAL EXPERIENCE
Trade Floor Technical Support Specialist
Credit Agricole Bank
Period: Dec 2017 to Feb 2018
Location: Hong Kong Responsibilities:
Provide technical assistance and support to all trading users as well as non-trading users
Provide Market Data application support such as Bloomberg and Factset and internal bank applications support
Manage and handle IT Projects; migration, patches update, relocation and application updates.
Work with the global team of the bank on the implementation of the changes to make the system more efficient for the users.
Follow up on the users’ enquiry; Tracking, measuring, and escalating as appropriate if issue not resolved on weekly basis.
Manage the inventory of all software/hardware and keep it updates
Desktop Support Engineer
IT Consulting Solutions - Out-sourced to Merril Lynch Investment Bank
Period: March 2017 to Dec 2018
Location: Hong Kong Responsibilities:
Provide technical assistance and support to all users (Non-Trading) based in HK remotely and onsite within the office and remotely to trading users
Handle the IT projects; migration, laptop volume reduction; all LOB application update and etc
Support various LOB users through projects that deliver changes to the end user environment
Provide second level support for all computer, printer, scanner and IP phones incidents/issues
Work on the documentation and procedure of the system
Work with LOB to identify and proactively manage applications to ensure a well maintained and managed end user environment
Assist with patching and upgrading end user devices.
Handle user questions, incidents and requests. Tracking, measuring, and escalating as appropriate
Manage the inventory of all software/hardware and liaise with vendors for the maintenance of hardware and service for users
HelpdeskSupport Engineer
Matsco IT Solutions
Period: Jan 2016 to March 2017
Location: Hong Kong
Responsibilities;
Provide technical assistance and support remotely to all of our users, over 500, (local and international) through all our channels; Phone, E-Mail, for incoming queries and issues related to computer systems, software, and hardware
Provide first level support for telecom, server and network incidents
Provide second level support for all computer, printer, scanner and IP phones incidents/issues
Server administration
Run diagnostic programs to resolve problems
Follow up with customers to ensure issue have been resolved
Inform customer through problem solving procedure and process
Keep tickets or cases up to date on daily basis
Manage the inventory of all software/hardware and liaise with vendors for the maintenance of hardware and service for users
IT Supervisor
Latam Airlines-Out-sourced from Dual Layer IT Solution
Period: May 2014 to Jan 2016
Location: Hong Kong Responsibilities:
Provide technical assistance and support (face-to-face and remotely) to all of our users, over 150, (local and international) through all our channels; On-site, Phone, E-Mail, for incoming queries and issues related to computer systems, software, and hardware
Provide first level support for telecom, network incidents and hardware incidents.
Provide first/second level support for all the PCs, laptops and printer issues
Server administration
Run diagnostic programs to resolve problems
Lead the system migration project twice for the local HK users and international users in terms of the machines and applications
Partnered with the help desk(third level)based in the Chile and Brazil to resolve complex problems that required escalation and ensure incidents are allocated appropriately according to the incident flow process and perform technical escalations in line with procedures
Follow up with customers to ensure issue have been resolved
Manage the inventory of all software/hardware and keep it updated
To liaise with vendors for the maintenance of hardware and service for users
System Engineer
Dual Layer IT Solutions
Period: Nov 2013 to Jan 2016
Location: Hong Kong Responsibilities:
Provide technical support (face-to-face and remotely) for incoming queries and issues related to computer systems, software, and hardware
Provide quality customer service and initial support to all of our users (local and international) through all our channels; On-site, Phone, E-Mail
Run diagnostic programs to resolve problems
Forward, escalate and follow-up calls to central competence groups internally and externally
To liaise with vendors for the maintenance of hardware and service for users
Follow up with customers to ensure issue have been resolved
Keep tickets or cases up to date on daily basis
Manage the inventory and keep it updated
English and Math Teacher (Full Time)
Eye Level Learning Center
Period: Aug 2013 to Nov 2013
Location: Hong Kong Responsibly:
Teach English and Math to students aged from 3 to 14
Teach individual student or group of students of 3 to 7
Teach Cambridge, phonics, comprehension skills, writing and reading skills and speaking practice which are included in Eye level programs
Plan lessons
Communicate with parents regarding student’s progress
EDUCATION:
2010 to 2013 Open University of HK
Bachelor of Science in Computer Engineering
2003 to 2010 Delia School of Broadway
S1 –S7
COURSES:
Major Courses Included: Signal Processing, Design of PC and Computers, Programming concepts, Programming Language, Data Security and Cryptography, Matrix Methods, Network Programming, Computer Architecture and Operating System Analysis and Electronic principles of Computer
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