Lubna Ashraf Sayani
Team Leader - IT Support
Sharjah,UAE
Summary
An IT professional with 16 years of diversified work experience in ITIL, System and User Administration, Project Management, Service Desk and Help desk support, Database, MS Office tools, Networks, OS and Infrastructure.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
1
1
Certification
1
1
Language
Work History
IT Help Desk Support – Team Leader
Habib Bank AG Zurich
09.2017 - 02.2020
- Managing the team of 7 members for the NOC support,
maintaining the 24 hrs schedules, KPI's and day to day
operational tasks. - Overall, supporting 7 countries with 2000 ++ internal
users. 7 countries including Kenya, Hong Kong, Canada,
UK, South Africa, UAE and Pakistan. - Managing the monitoring of the NOC services,
supporting internal users at the international level
around the clock, supporting other IT teams for the
ongoing projects, handling day to day IT operations,
creating knowledge bases for the team and coordinating
effectively among the team, management and other
country IT teams. - Full function Incident Management, involving monitoring and tracking of all support items.using in house tool called "hPLUS".Additional tool used was manage engine for CRM and NOC monitoring
- Vendor Coordination for testing, licensing and IT hardware requirements.
- Preparing ITSM reports for the management for the analysis and then working on the areas identified through the analysis; hence working proactively
- Working closely with the infra and security team to minimize the audit observations and following the IT compliance.
- Following the proper SLA’s and reporting the RCA to
support the IT security team to reduce the risk factors - Software tools used: MS Manage Engine, CRM, OPS manager, PABX, Kaspersky, Active Directory, NAS drive, HPDM, Polycom etc.
- Major projects:
- Thin client deployment for over all organization including all supported 7 countries. Deployed around 1000 ++ thin client successfully
- Video Conferencing tool Polycom was successfully deployed for all 7 countries
- GIT Connect - was a project for a strong communication among countries to share and acknowledge the issues and knowledge share
- Manage Engine - OPS manager for enhanced NOC monitoring
- Moving the NOC team from 16 hours support to 24 hours support
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
IT Help Desk Support
Commercial Bank International, CBI
Dubai
02.2011 - 08.2017
- A leading member of Operational and User Support group; providing support to bank wide users of 1000 ++ on day-to-day productivity
- Worked as Acting Team leader for 6 months.(Managed the team of 4 software professionals)
- Managing critical user security using active directory
- End to end Desktop System Upgrade
- Managing Active Directory: New user creation; modification, creating mailboxes on exchange, deletion, and group management (new, modification, adding members and deletion)
- Managing the users on Exchange server also (creating, modifying and deleting)
- Full function Incident Management, involving monitoring and tracking of all support items using tool "Heat"
- Services Requests through various communication channels providing support to meet bank’s business and operations requirements
- Vendor Coordination for level 2 support for all hardware
- Capturing and maintaining accurate case details for each process to enable greater shared knowledge and reporting
- Providing workarounds using problem solving techniques in order to restore service as quickly as possible
- Prepare user training guides and step by step documentation on various knowledge base articles and deployment procedures
- Support on Avaya Telephony Call Center systems and to the other bank users
- Strong working knowledge on Heat and SCSM System (CRM system)
- Developed many MIS reports using crystal reports and My SQL
- ATM monitoring support using EWIDT tool provided by “Euronet worldwide”; and coordinating with CIT / Field Services vendors like G4S and Transguard
- Participated in many successful projects with the others teams; example: Core Banking Upgrade, Exchange Migration; ATM multi-vendor support, major shifting of offices from different locations to DFT, Active directory cleanup
- Supporting QMATIC system at the user level and for screen deployments on the advertisement screens
IT Help desk Support/Administration
Orbit Showtime Network, OSN
Dubai
12.2008 - 01.2011
- Providing Support to all the in-house users on software and hardware issues, covering approx 500++ users
- Managing the tasks of active directory, like modifying user’s access levels, modifying groups, managing passwords; creating users; creating groups; creating profiles in total
- Coordinating between the team members on timely basis for any critical situation
- Coordinating with different vendors to get the suitable IT products for the company
- Training and knowledge transfer on job
- Handled the helpdesk independently for around 6 months (in Bahrain)
- Support on Avaya Telephony systems
- Support on Black berry issues
- Support on printer network issues
- Working/supporting as a strong team member.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
Software Developer and Help Desk Support
United Parcel Service, UPS - UAE LLC
Dubai
08.2005 - 09.2006
- Developing software for the company using Microsoft Visual Basic.Net and Crystal Reports 8, (Backend SQL server)
- Implementing a complete software development life cycle
- Support on many in-house and private software for around 100 users all over UAE
- Support provided on network and hardware related issues
- Handled Citrix server, MS-SQL DB and MS server for all backend support and security for all the centers of UPS in UAE
- Support provided on server maintenance, mainly on CITRIX and MS server applications
- Creating many helpful tools for the company’s financial (audit included) and service analysis
- Handled Security maintenance and backup issues for the whole company
- Rolled out the newly developed UPS software for many customers
- Coordination between the customer and the company for the support on technical issues.
Software Developer and Help Desk
United Bank Limited
Sharjah
11.2004 - 03.2005
- Developing software for “Embassy of Pakistan” using Microsoft Visual Basic and Crystal Reports
- Implementing a complete software development life cycle
- Worked on IT Help Desk to provide troubleshooting support for 120 users
- Working with UNIX as well as Windows OS.
Education
BCS - Computer Information System (CIS
Sharjah College, Housing Authority College
09.2001 - 07.2004
Higher Secondary—12th Grade - Computer Engineering (CE
04.1998 - 08.2000
Skills
Help desk support
Team leadership and direction
Communication and coordination
Team work
Documentation
Project coordination
Ticket Management
Problem Solving
MS office
Active Directory
ITIL V3 Certified
Certification
Certified ITIL V3 (2012)
Timeline
IT Help Desk Support – Team Leader
Habib Bank AG Zurich
09.2017 - 02.2020
IT Help Desk Support
Commercial Bank International, CBI
02.2011 - 08.2017
IT Help desk Support/Administration
Orbit Showtime Network, OSN
12.2008 - 01.2011
Software Developer and Help Desk Support
United Parcel Service, UPS - UAE LLC
08.2005 - 09.2006
Software Developer and Help Desk
United Bank Limited
11.2004 - 03.2005
BCS - Computer Information System (CIS
Sharjah College, Housing Authority College
09.2001 - 07.2004
Higher Secondary—12th Grade - Computer Engineering (CE
04.1998 - 08.2000