Ms Nasima Mobile: 09705149173Email- ummefaizan15@outlook.com

Carrier Objective:

To pursue a challenging and competitive career in an organization where innovation, quality and hard work would be appreciated and I can prove myself by constantly delivering solutions.

ORGANIZATIONAL EXPERIENCE

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Organization: Hcl Technologies Hyderabad (December 2011) till date

Designation : Critical Incident Manager /Technical Analyst Duration : : Dec 2011 – Till date LOB : HYD Data Center Operations. Job Responsibilities:

Working for Critical Incident Manager in Data Center Operations where Major Incidents reported Reporting Handling of MI Reports. with Restorations and problem management where need to work with

multiple teams across the globe ..to restore the services and getting the root cause of the issue. Creating weekly reports for file server and Sophos. Creating Restorations Reports for the clients Creating Major Incident Report where the status and restoration process is mention for future reference Creating Incidents alerts to end user for the

Managing a team of technical support representatives, helping them resolve the issues reported by the customer.

Helping the representatives on enhancing quality and customer satisfaction. Creating User account creation ..giving access to permission on security groups and share folder Creating ETS Risk and Security Management such as weekly termination report CSV format. Creating Box account for End User,, giving them access to account on box Taking Daily Operations Call to discuss and listen to update regarding Major Incidents that are open pending

service restoration and service restored pending problem resolution High Priority incidents operations/domain activities and DRBCP

Creating Incident as per their Severity .. Indulging the in problem task ..created for necessary alerts and assigned to technical tracks

Creative File Server Administration. sort files by aging and business relevance . Managing Sophos Enterprise Console protecting endpoint users. Deploy and manage antivirus host intrusion

web filtering encryption patch assessment device and data control application firewalls and NAC. Creating /Scheduling Video Conferencing Calls for End User who are top most leaders for the Univision project

. Resourceful in understanding of fundamental in network and troubleshooting Active Directory information it

security ..Maintence in multi-platform environment . Six Months Experience knowledge manager (providing training and creating knowledge articles) re Member of Incident Management (reviews in incident building the reports as wat is cause of the incident

cause and procedure to resolve the incident.

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Member of charger Group (employee engagement. Events Organizing in the company,)

Member of Women Connect (To resolve the problem for female inside and outside the

organization)

Member of Diversity Team (Bringing education system for children in power by visiting different places India)

Member Of Mile for Her (Conducting Education for small Children and raising funds by different mean of social Media

Member of Rahagiri Group conducting Activities like Yoga, Cartoon Classes, Walking, Jogging ,Cycling and Skating.

Member of Recruitment Team (helping the HR team for conducting interviews and being a volunteer while the Drive is held within and outside the offices premises

Member of Sports Club (organizing Sports within the offices and selecting candidates for inter competition for the Company

Member for the Photography Club as travelling with teams to help them to perform and capture the beautiful pictures and qualify them to website to promote their talent through social media

Member for Cooking Club /Food Committee bring the new vendors and improving the food quality and ideas to satisfy employee needs

-------------------------------------------------------------------------------------------------------------------------- Exceptional Communication Skill Feeding An ability to understand and interpret the operational needs of

business. Creating profile on Active Directory /Citrix Application issue

Excellent Knowledge of Group Policy Creation

Knowledge of Windows 7. Windows 8. Mac .. Android Devices Apple Devices kindle.

Proven Experience of Managing Faults And working with third part vendors equipment providers and service provider

Device Security policies for changes in infrastructure configuration & Trouble shooting.

Performed System tuning &Hand Experience in remote tools such as Microsoft Lync. Log Mein Rescue.

Upgrade System and associated tools & Apply patches to system.

Windows Based trouble shooting performed

Configuring MS Office 2003. 2007..2010.

Experience in Remedy ticketing tool (REMEDY)

Exchange/Lotus Notes, Database, Storage & Backup, Job Scheduling

Expose to any monitoring ticketing tool Vertis NetBackup exec.

Any alert monitoring tool e.g.: Net cool, BMC Patrol, NNM, HP OVO

Incident, Problem, Change lifecycle process

Any ITSM tool e.g.: Remedy, Peregrine etc

Generating Reports through Dashboard, Remedy etc.

Personal traits:

Dedicated, honest and hardworking. Willing to go the extra mile in meeting any set targets and taken any challenges and come out in flying

colors. Always willing to adapt to methodologies to meet any challenges. Willingness to excel in every endeavor assigned/undertaken and shown best performance

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Academic Qualifications

B-TECH –COMPUTER SCIENCE (KANPUR) 2007

ISC –(KOLKATTA) 2007

I.C.S.E(KOLKATTA )1998

M.B.A (HR) Kanpur Full Time

Personal Profile

Father’s Name Mohammad Marital Status Single

Nationality Indian

Permanent Address Hyderabad

Date : 06-03-2016

Place: Hyderabad