Sameed Sadiq Email & Phone Number

Responsible to all requests for technical assistance in person, via phone, and remotely for the following technologies: Windows andMac OS based endpoints (Laptops, Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), and Microsoft Office (Skype business).● Performed upgrades, configuration, installations, data migrations and deployment of Computers, VoIP Phones.● Worked with App Owners and Tower leads on Provisioning, De-provisioning and other SOX and internal IT processes.● Supported Corporate environments business applications and collects data related software/applications fail.● Monitored production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives

Houston, Texas Area

Achieved productivity levels associated with assigned workload and level of experience● Managed computer hardware, network capable management, and floor territory, inventor and network support and customer relations● Responsible to deliver outstanding service First point of contact to Support desktop systems and applications used by BHI employees,contractors and vendors.● Installation, configuration, troubleshooting and customization of MS Office 2007/2010 applications per customer's references. In- depth knowledge of various Microsoft software programs, such as Outlook, PowerPoint, Excel, Word, Project and Visio. Troubleshoot, Install and configure MS Internet Explorer 8.● Delivered expert help desk L1 and L2 technical support to both internal and external customers. Support includes to North America and Eastern Hemisphere 40,000 users. Department call average 1100 per day. Took on average 26 calls and 10 emails per day.● Utilized CAD Track IT ticketing system to receive and respond to incoming trouble tickets to accurately document instances of desktop equipment or component failure, repair, installation, and removal. Resolved and closed 60% of the tickets on first point of contact and transferred 40% of the tickets to designated L2 and L3 groups. Approx. 5% of the tickets were escalated to Priority2 (No work around for user) and Priority1 (Major Network Outage multiple users affected)● Executed and monitoring the implementation of the IT Assets deployment, acquisition, maintenance and disposal according to department policies and procedures.

Houston, Texas Area

Achieved 17% productivity improvement in the Service Desk by standardizing processes and changing the way that British Petroleum customers contact the support organization.● Manage the IT processes in accordance to the Service Management model based on ITIL best practices● Creation of a Six Sigma team inside the support organization focused on problem management and continuous improvement.● Develop and maintain relationships with technical staff, end users and clients.● Demonstrate creativity, innovation and high performance.● Special project - was brought in for a leadership facing role