Service Desk Coordinator IT Division)

To work in a challenging environment, where my extensive field related skills could be utilized for profit and mutual benefits which can help organization to achieve its goals and objectives.

Service Desk Coordinator UEP Pakistan Feb 2009

Maintaining the IT Service Desk which acts as the central point of contact and first level for computing support.

Providing effective incident and problem resolution and management.

Report on the incident resolution and monitor service level requirements and achievements.

Prioritizing service improvement requests and identifying gaps for future functionality.

Skills

Extensive knowledge of information technology service management standards and concepts including ITIL (IT Infrastructure Library) framework.

Knowledge and experience with service desk management systems (SCSM, GSMS, BMC Remedy is a plus).

Extensive knowledge of common computing hardware and desktop software applications for both Mac and Windows.

Excellent conceptual and analytical problem-solving abilities and solid written and verbal communication skill.

Key Responsibilities >>


a) Installing and configuring IT hardware and software

b) Diagnosing and solving hardware faults

c) Replacing parts as required

d) Responding within agreed time limits to any given call

e) Dealing with multiple problems at a time

f) Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first - understand who the VIP/Special users are.

g) Conducting checks on computer equipment

h) Updating the Call Management System in a timely manner

i) Working to agreed procedures for Call Management, Change Management and Operations Management

j) Seeking support from Senior Engineers and IT Management for calls that pass their due dates, or where more experience is required in resolving a call

k) Escalating major incidents to IT management quickly and clearly
Professional Experience:

Sept 2008
AKD Securities Pvt (Ltd)
LAN Support Administration

Server Management (A.D), Configurations of Trade application, Client end support, User profile management, WSUS Server management, Vision Trade Pro application & configuration, Sun System installation, AKD Recording Server, MIS Application for Inventory.

Education

2006 : MBA (MIS)
From PIMSAT, Karachi, Pakistan

2000 : B.S (Computer Science)
From AJK University, AJK, Pakistan

1996 : Intermediate Pre/Engineering
Government. Collage of Hyderabad.

1994 : Matriculation (Science)
Metropolitan cosmopolitan High School Hyderabad

Learning Courses
Microsoft Windows Server 2000, 2003 Active Directory, Microsoft ISA Server.
Linux, UNIX Operating System, LINUX, Novell SuSe (9.1, 10), NLD, SLES-9 Red Hat, DOS.Exchange 2007 & SMS Server studies in Process

Personal profile:

High personal integrity, and able to relate to and create trust in all. Highly articulate, confident and persuasive team-builder, able to motivate and communicate to achieve exceptional business performance. Dependable and reliable in supporting and enabling team effort to produce genuine long-term sustainable development. Proven leadership skills involving managing, motivating and producing sales to achieve organization targets efficiently. Good communication and inter personal skills. Enjoy working in both team environments and independently. Fluent in spoken and written English & Urdu