OBJECTIVE
Possess strong analytical skills to excel in the field of IT Support, excellent communication skills and comprehensive understanding of a professional environment. A result driven, skilful and enthusiastic software engineering graduate with a Master's degree, having the ability to work well both independently and within a team with three year commercial experience providing IT helpdesk and support for different corporate organization .
PROFESSIONAL WORK EXPERIENCES
ï‚• Working in HBOS as System Analyst in Pudsey from Apr-2010 to date
I am currently working in HBOS. I am deeply involved in Heritage LloydsTSB integration project with Hbos, C&G, Bank of Scotland, Scottish widow as a system analyst, providing IT support to all onshore and offshore users of above mentioned banking sectors.. I always have ‘I CAN DO IT' approach for every call or task I have received. My job includes password reset, printer faults, laptop/desktop faults, hardware/software installations different company applications faults (Microsoft office, SQL, Outlook, Voltage, Access), blackberry faults, VMware, active directory, etc. I am using different systems such as smart, knowIT, supersession, pointsec, ilas, orderit, supersession, citrix, padamm, etc. My dashboard scores have always been above targets like first time fix, Actual call handling, etc. I am taking more than 1000 calls in a month. My core skills are problem determination, excellent communication skills, excellent influencing skills and ability to resolve customer queries to satisfactory conclusion in a short period of time. I am great to building report with customers making them feel value in a very professional way. Because of my strong IT skills and good understanding of company call handling procedures I have been selected to work with Major technical support team, virtual technical support team and also help Central Desktop Support team (2nd line support). I have also log on to user virtual machine and perform many tasks like remote software installation, virtual machine restart, etc. After problem determination if require I task to different third party department like Computacentre, Xerox, IBM, BT and etc. I also communicate all third party departments, second line support or third line support to get the updates of call incident for users. I am also working on active directory to perform variety of tasks which include creating and modifying user accounts, user groups, user access levels and providing information on objects such as hardware and printers. I am also working on date of birth checker system with senior database developers. I am using SQL 2005 for the database with VB for front end design. I have also worked in the SQL integration team who transfer HBOS data from Access to SQL 2005.
