Hamniece Siddiqui Email & Phone Number

Lahore, Punjab, Pakistan

-- Incident management on various ITSM tools handling with ServiceNow/Fresh Service/Jira/ServiceDesk Plus in MSP environment.-- Achieved customer satisfaction rate while administering systems. Resolved issues and escalated problems with knowledgeable support and quality service.-- Supported scheduled changes by working closely with development teams, taking ownership of deploying all changes to the production environment and ensuring successful implementation.

Lahore, Punjab, Pakistan

-- Actively participated in knowledge sharing, documentation, and training initiatives to enhance the overall effectiveness and efficiency of the technical support team.-- Implementing solutions and applications, upgrades on Windows, Mac and Linux VDI environments.-- Utilized problem tracking techniques to identify and steer problematic issues through to resolution, collaborating with cross-functional teams to implement solutions and minimize future occurrences.-- Managing Active Directories (AD) directly and with ManageEngine Plus. Onboardings, managing existing users and assigning new users resources in Active Directory.-- VDI administration over VMware Horizon, vSphere. troubleshooting any problem arising in the VDI resources.-- Administration of Amazon Workspace, build new workspace as required. Management of Citrix Director and support over Citrix workspace issues.-- Responsible for administration of Microsoft 365, Azure portal, Absolute, JumpCloud, JAMF, Datto, RSA console, Genesys Cloud and OKTA. -- Implementing solutions and applications, upgrades on Windows, Mac and Linux VDI environments.

Jeddah, Makkah, Saudi Arabia

-Setting up User Account Control (UAC) and maintenance of already available accounts on the network.-Able to provide Level 2 IT Support and Basic Level 3 Support for IT problems.-Backup products, DNS/DHCP, TCP/IP Ethernet, and wireless router Configurations.-Lead a team of systems technical support, and coordinates with different departments.-Responsible for monitoring system performance, IT system operations, and storage utilization.-Ensuring security and privacy of networks and computers according to company policy. Maintaining records of repairs, fixes, and maintenance.

Multan, Punjab, Pakistan

-Resolved 100+ escalated help desk requests.-Managing over 50+ User account control policies and registries and managing while creating new policies and documentation.-Assist with hardware, firewall, telecom, and software vendor evaluation, recommendation, and negotiations.-Setting up new users' accounts and profiles and dealing with password issues, Diagnosing and solving hardware/software faults.-Resolving logged errors in a timely manner.-Install and configure computer hardware operating systems and applications.

Pakistan

-Assessed, documented, and reported on student progress for the IT Essentials computer Training-Created clear, engaging lessons to draw interest and develop students' to program in Cisco Dashboard.-Developed accurate course descriptions and select high-quality learning materials to maintain consistency across different course sections.-Facilitated computer lab of 50 people computer use and design appropriate and specialized lesson plans.

Pakistan

-Provided in-house training to new team members concerning the maximum efficiency of standardized training approaches.-Analyzed training, team outcomes, and course delivery metrics to produce reports for senior management.-Developed and improved training courses to increase staff performance and overall training effectiveness.-Recruited, trained, and mentored new instructors. Coordinated weekly meetings for internal and external groups.-Led a team of five members while providing exceptional customer service.

Master'S Degree, Computer Science

-Thesis on Wireless Networks and Security, -Operating Systems and Adv. Operating Systems, -Network and Adv Network Security,

Bachelor'S Degree, Computer Science

-Final Year Project: Web Dev Security and Optimization. -Networks and Computer Communications. -Operating Systems and Mobile Communications.