Hi, I’m
Zainab Fatima
Sr Operations Specialist
Hyderabad
Summary
Knowledgeable Operations Specialist with strong background in operations management. Proven track record of optimizing workflows and implementing process improvements to enhance efficiency. Demonstrated expertise in team collaboration and problem-solving to achieve operational goals.
Overview
13
years of professional experience
4
years of post-secondary education
4
Languages
Work History
DELL INDIA PVT LTDHyderabad
Operations Specialist
10.2018 - Current
Job overview
- Advising the customers to get the right system based on their Usage and requirements. (inbound chats)
- Have also trained the new hires about the process and technology in my current role
- Joined Global tools enablement & support (GTEOS)
- Exposure to internal tools like DSA /SFDC/
- Testing and implementing new updates on application
- Identifying and Resolving the issues on tools and Reporting the issues to IT through incidents/fusions.
- Generate and work with Team reports on daily bases
- Was awarded as the DFS Champ twice in 2019 and 2020
- Was awarded as the Customer first Hero in 2019
- Was awarded as the Customer champ in 2019.
IBM INDIA PVT LTDHyderabad
Sr. Technical Support Associate
01.2013 - 01.2018
Job overview
- Follow-up on the open tickets
- Resetting passwords for applications
- Resolve all issues related to Microsoft outlook
- Troubleshooting and resolving complex technical issues.
- Document technical, process solutions and prepare knowledge articles to enhance service desk and escalation desk resolution.
- Experience in troubleshooting Microsoft applications i.e. MS office, internet explorer, operating system issues, issues related to virus / malware etc.
- Experience in troubleshooting connectivity related issues i.e. VPN, wireless etc.
- Expertise in troubleshooting laptop / desktop HW and computer peripheral issues i.e. Local / network printer, etc.
- Exposure to id and access management (active directory and application).
- Exposure to creation, deletion, modification and transfer of user accounts in ad.
- Granting access right and permissions to security groups, dl, share folders etc.
- Understanding of service desk environment and its day to day operations.
- Creating incidents and assign to support groups
- Moved to SCCM process and worked on Microsoft updates for SCCM PROCESS for AT&T.
- Manages all the software pushes which will be triggered from Microsoft
ACCRETE INFORMATICSHyderabad
Customer Care Representative
08.2012 - 01.2013
Job overview
- Worked as a process associate by maintaining customer relationship by helping them to get the compensation on Applied loan.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Roch Memorial High SchoolHyderabad
Matriculation
03.2002 - 01.2005
Siddhartha Jr. CollegeHyderabad
MPC
06.2006 - 01.2008
Skills
Data analysis
Reporting tools
Process updates
System troubleshooting
Operational efficiency
User account management
Teamwork and collaboration
Technical documentation
Customer service
Incident management
Team collaboration
Employee training
Personal Information
- Date of Birth: 12/24/89
- Nationality: Indian
- Marital Status: Married
Hobbies
- Loves travelling and exploring new places
- Passion about cooking and experimenting new Recipes.
Timeline
Operations Specialist
DELL INDIA PVT LTD
10.2018 - Current
Sr. Technical Support Associate
IBM INDIA PVT LTD
01.2013 - 01.2018
Customer Care Representative
ACCRETE INFORMATICS
08.2012 - 01.2013
Siddhartha Jr. College
MPC
06.2006 - 01.2008
Roch Memorial High School
Matriculation
03.2002 - 01.2005