Hafiza Khanam

• Hands-on experience on Routers (2900,4300,1100) and Switches(3600,9300)& Cisco, Versa , Lavelle SD WAN devices
• Perform Basic level Trouble shooting on Router , switch , Wireless Access points, RF guns
• Daily attending situation management call along with clients updating them about high priority cases
• Coordinating with on-shore Production Coordinators to resolve any difficulties
• Rendering on-floor training/guidance to the new team members on work procedures Checking the firewall related and server related issues (Zscaler, Citrix server, Windows server ) and assigning those issues to L2 and L3 level teams for investigating
• Proactively monitors the work queues
• Perform operational tasks to resolve all incidents/ requests in a timely manner and within the agreed SLA.
• Update tickets with resolution tasks performed
• Identify, Investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
• Provide First level support to all incidents, requests and identify the root cause of incidents and problems
• Communicate with other teams and clients for
• Escalate all tickets to seek the right focus from COE and other teams, if needed continue the escalations to management
• Work with automation teams for effort optimization and automating routine tasks
• Establish monitoring for client infrastructure
• Identify problems and errors before they impact a client's service
• Lead and manage all initial client escalation for operational issues
• Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals

• Handling international user of EMEA, APAC and NA region.
• Providing them resolution on best manner to improve customer satisfaction.
• Hand on experience to provide service to 12 operating company along with 12 AD
• Maintain quality parameter along with sound knowledge of CSAT And DSAT
• Have worked for Windows user along with MAC user
• Providing services in term of o365, VPN, account related issue along with OKTA
• Worked on SNOW tools
• Making sure to provide resolution on FCR and make sure that SLA should not breach
• Worked on all 3 LOB along with calls, Chat and working on Tickets
• Worked on software installation and various approval
• Helped in reducing backlog and worked on aged tickets

• Major: Finance
• Minor: Accountancy
• Grade/ CGPA: 74%

• Major: Statistics
• Minor: Business/ Commerce
• Grade/ CGPA: 93.5%

• Major: Not Applicable
• Minor: Not Applicable
• Grade/ CGPA: 93.5%