Laiba Shahid
New Delhi
Summary
To boost my career and secure a challenging growth-oriented position in the field of Java Programming in an organization where I can improve and utilize my knowledge and skills while being resourceful, innovative for the organization.
Overview
2
2
years of professional experience
Work History
Helpdesk Co-ordinator
Aforeserve Pvt Ltd
02.2025 - Current
- Responsible for monitoring and executing end-user IT Service calls.
- Read all emails attentively and replied to all the concerned in case of escalation.
- Generating tickets and aligning the Engineer of Concerned Team to resolve the issues.
- Coordinating with engineer and user to update call status.
- Closing the ticket with the appropriate resolution method followed by engineer to troubleshoot the issue.
- Taking the user acknowledgement before closing the ticket ID.
- Check and generate the Daily call report and Monthly call report.
- Escalate issue with senior and follow end to end call resolution.
- Maintaining hardware related and all assets Inventory.
- Attend weekly meetings with senior to address user complaints.
Service Desk Engineer
Evision Technolab Pvt. Ltd
11.2023 - 12.2024
- Provide Service Desk support to approx. 200 corporate users’ Handle a team of 3 IT Support Engineers Answering phone calls, obtain necessary information from users to adequately describe the request or problem reported and put it into the tracking tool.
- Monitored and executed all end user calls related to IT Services.
- All mails to be read thoroughly and replied to all the concerned in case of escalation.
- Generating the tickets and aligning the Engineer of Concerned Team to solve the issue encountered.
- Coordinating with engineer, as well as with user for the update of the call.
- Closing the ticket ID with the proper resolution method followed by engineer to troubleshoot the issue.
- Taking the user acknowledgement before closing the ticket ID.
- Check and generate the Daily call report, Monthly call report.
- Interacting and escalate issue with senior and follow end to end resolution.
- Coordinate and manage relationships with vendors that provide hardware, network and other support.
- Maintaining hardware and software Inventory and follow all IT documentation process.
- Knowledge and work close with service desk & ticketing software tools like remedy, footprint.
- Remote Support as per requirement through Team Viewer, VNC, Remote Desktop to solve Windows and Software issue.
Education
B.A -
Delhi University
12th -
CBSE Board
10th -
CBSE Board
Skills
- Laptop Installation
- Desktop Installation
- Printer Network Hardware Components Installation
- Troubleshooting
- Windows 8 Installation
- Windows 10 Installation
- Windows 11 Installation
- Customization
- Administration
- Wireless NIC Setup
- Local Printer Configuration
- Network Printer Configuration
- MS Outlook Configuration
- Backup Process
- Restore Process
- Remote Management
- Team Viewer
- VNC
- Ammy Admin
- Software Installation
- Application Installation
- Utilities Installation
Personal Information
Date of Birth: 11/28/98
Languages
- Hindi
- English
Disclaimer
I hereby declare that all information given above is true to best of my knowledge.
Personal Qualifications
- B.A, Delhi University, 52%
- 12th, CBSE Board, 64%
- 10th, CBSE Board, 60%
Attributes
- Sense of commitment & knowledge enables me to execute my tasks efficiently.
- Quality of being a good team player enables me to adjust in different situations and adapt to different environment easily.
- Self-confidence, good communication skills and Leadership quality.
- Comfortable to work in different shifts and 24 / 7 environment.
Timeline
Helpdesk Co-ordinator
Aforeserve Pvt Ltd
02.2025 - Current
Service Desk Engineer
Evision Technolab Pvt. Ltd
11.2023 - 12.2024
B.A -
Delhi University
12th -
CBSE Board
10th -
CBSE Board