Safiya Fardeen
Technical Lead: Hewlett Packard
Bangalore,Karnataka
Contact Information
Linkedin Profile: www.linkedin.com/in/safiya-fardeen
Contact No: +91 8867796961
Email address: Safiyafardeen@yahoo.com
Date Of Birth: 10/08/1992
Nationality : Indian
Passport No: T6569969
Expiry Date: 21/07/2029
Summary
Technical Team Lead: Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Technical Support Representative: Diversely Skilled Technical Analyst with 7 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
IT Technical Support Analyst
IBM India Pvt ltd
Bangalore, Karnataka
09.2014 - 07.2016
- Manage ticket queues that include Incident, Request, and Work Order ticket.
- To support customers from Australia, issues with Windows XP, and profile using active directory level2 support.
- Provide technical support on basic operational or maintenance of corporate workstations and /or peripherals using available tools.
- VPN related issues.
- Configuring lotus notes, emails on windows & mobile devices and other business-related tools.
- Set up sync with email on Blackberry\ i Phone\ i Pad using: Mobile Device Management
- Office 365 application support.
- Active directory administration which involves updating client profile and password reset.
- Escalating problems when unable to resolve customer issues.
- Acting Supervisor and floor support taking ownership for the cases to meet SLA.
- Providing technical resolutions to complex problems and helping Analysts provide efficient results.
- Monitor/action tickets both in “Assigned” and “In-Progress” status.
Technical Lead
Hewlett Packard
Bangalore, Karnataka
08.2016 - Current
- Manages contributors and/or supervisors in at country or sub-region level, with accountability for results and staff supervision.
- Plans, monitors, and directs operational/technical team activities to achieve business and operation’s targets.
- Enforces established policies in managing resolution of both common SLAs and complex business/technical issues.
- Acts as an escalation point for customer issues/challenges. Plans, directs and monitors operational/technical activities of staff.
- Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility.
- Establishes relationships with customers and their functional management.
- Provide analysis on metrics and drive improvement plan depending on the application maintenance report.
- Establishes relationships with customers and their functional management.
Education
Bachelor of Engineering Technology - Electronics And Communication
South East Asian Institute of Technology-VTU University
Bangalore 03.2010 - 03.2014
Skills
Technical support escalations
Accomplishments
- Have been recognized for managing region calls (stake holder Management) and the contribution for support net promoter score.
- Given an opportunity to be a part of multiple training sessions led by the company leaders (sessions include: Conflict management, risk management, Incident management, stake holder management, ITIL and six sigma tools and methodologies)
- Recognized for Quality performance and service delivery
Projects
Tech Lead academy: Recognized and selected for one of the educational programs of grooming the employees for future advancement to the next promotional roles.
Outcome: Qualified as a tech lead after the completion of the program.
Magma Project- Women Empowerment Initiative: Selected for one of the projects to drive the support net promoter score of the different region
Outcome: Defining and implementing the process flow to achieve the results.
Timeline
Technical Lead
Hewlett Packard
08.2016 - Current
IT Technical Support Analyst
IBM India Pvt ltd
09.2014 - 07.2016
Bachelor of Engineering Technology - Electronics And Communication
South East Asian Institute of Technology-VTU University
03.2010 - 03.2014
Similar Profiles
Pallavi Kumar Pallavi Kumar null
NA at IBM India Pvt Ltd, Bangalore IBM India PNA at IBM India Pvt Ltd, Bangalore IBM India P
Shruti PaintalShruti Paintal
SERVICE INTERGRATION MANAGER at Kyndryl India Pvt Ltd and IBM India Pvt LTDSERVICE INTERGRATION MANAGER at Kyndryl India Pvt Ltd and IBM India Pvt LTD
Akhila ShilpaAkhila Shilpa
Senior Project Manager at IBM India Pvt Ltd/ Kyndryl India Pvt LtdSenior Project Manager at IBM India Pvt Ltd/ Kyndryl India Pvt Ltd
Sudhir NigamSudhir Nigam
Senior Lead, Software Architecture (Automation Architect) at Kyndryl India Pvt Ltd (IBM India Pvt. Ltd.)Senior Lead, Software Architecture (Automation Architect) at Kyndryl India Pvt Ltd (IBM India Pvt. Ltd.)
Prathyusha ChivukulaPrathyusha Chivukula
IT Analyst - QA Lead at TCSIT Analyst - QA Lead at TCS