Roohie Shaista
(Job Seeker - Active)
IT Support Engineer
Sharjah
Summary of Career
1. Accomplished IT Professional with experience in combining technical and business solutions to support overall corporate strategic goals.
2. Providing L1 support for entire Emirates/dnata users across the Globe
3. As an experienced and skilled IT professional, I want to associate myself with an organization.
4. Where I can apply my knowledge and skillset to provide superior quality customer service and at the same time deliver a high standard of performance.
5. I possess seven years of experience in L1 and L2 infrastructure and customer support
6. I have used using IBM Netcool Network Management, Solar Winds infrastructure management, Nagios monitoring console, CA Spectrum monitoring, ServiceNow and other ITSM tools.
7. Actively using ITIL process guidelines for day-to-day work
8. Performing RCA, Analysing SLA Reports and communication with clients
9. Worked in an agile help desk team adopting principles of working as an autonomous self-driven team with a dynamic approach to workload
10. • Bachelor of Engineering in Information Science (BE) 2014, Bangalore University, PNSIT College of Engineering.
Best performer for the month of September 2018
Experience as Process Analyst
30 November -0001
28 October 2015
• Worked as a Mac support technician troubleshooting all the Mac devices
• Manage delivering to contract performance standards and client measurements
• Installed and configured wireless access points
• Provided Active Directory administration
• Responsible for security updates for all PCs and servers on the network
• Drive/Manage service quality and improvement of service delivery processes
• Ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost -efficient manner
• To implement the CAP for improved CSAT score, Implementation of IAP as per agreed timelines
• Ensure positive customer satisfaction and customer relationship is maintained
Experience as Enterprise Support System Analyst
06 January 2015
14 June 2017
• Handling technical issues related to Servers, Routers, and Switches, desktop OS, Office applications and business application within an enterprise environment
• Creating and tracking Priority 1 and 2 issues with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets
• Incident and new request management using Remedy tool (version 7 and 8.1) & Service now
• Configuration of applications/services on servers and appliances
• First-level user account management
• Hands on experience in effectively handling various monitoring tools like Nagios, Xymon and Solar Winds
• Hands on experience in using tools like BEM, BPPM and CA-Spectrum
Experience as IT Operations Engineer
14 January 2018
30 June 2020
• Providing L1 support for entire Emirates/dnata users across the Globe
• Provide centralized, integrated, proactive monitoring service, 24/7 of applications, system/servers and network within the Emirates Group IT environment
• Deploying Software through SCCM to End user Community across EK network
• Installing, configuring and administering Windows 10
• Installing and Support issues related to Azure Active Directory
Bachelor 09 July 2014
• Bachelor of Engineering in Information Science (BE) 2014, Bangalore University, PNSIT College of Engineering. • Completed CCNA course • Completed ITIL Foundations V 3.0 course • Completed Java Programming course