Senior System Administrator

Job Description (Posting).

NOC Computer Technical Support Analyst

April 2015 August 2016

Provided initial fault assessment, isolation, and resolution in support of the AFSS program while coordinating with Flight

Service Operations center team through communication and troubleshooting support for FAA and other external clients.

Performed diagnostic testing, troubleshooting, and analysis of all system components based on documented procedures.

Effectively balanced high-volume productivity demands while providing analytical troubleshooting and problem

resolution, particularly of trouble tickets between LMFS Operations and LMFS teams using Remedy ticketing system.

Assisted in coordination of scheduled and unscheduled maintenance between LMFS Operations and government clients.

Maintained a flexible schedule to undertake shifted work patterns in a 24x7x365 environment and exhibited punctuality.

Obtained SF-85P Public Trust Clearance.

[Yesterday 11:11 PM] Aisha Ijaz Malik

HCL America World Bank Group ITSGS & International Finance Corporation CITOP Washington, DC

Information Technology IFC Service Desk Senior Specialist

December 2016 Ongoing

Promoted from WBG General Support Desk Senior Specialist role October 2016 November 2016

Drive service-focused user experience by serving as an information resource on Bank processes and procedures by

coordinating, handling and management of troubleshooting and technical application support to staff working in over 130

client countries on proprietary & enterprise applications, i.e. WB Operations Portal & WB Docs; IFC Operational

Applications: iPortal, iDesk, ASOP, IRP ensuring company defined SLAs, OLAs, and KPIs are met.

Practical experience logging detailed incidents in ITSM tools, i.e. ServiceNow & Remedy, reported via client portal, e-mail,

chat or telephone in a professional and efficient manner.

Analyze reported incidents to identify systemic issues and suggest options to reduce repeat calls.

Create and help maintain accuracy of Service Desk Knowledge Base (KB) articles to facilitate knowledge sharing.

Aid in the preparation of quarterly service status reports & processing data from quarterly IT Client Satisfaction Surveys.

Manage staff recruitment, coaching, mentoring, performance evaluation, training & development all while promoting a

culture of effective teamwork.

Provided technical support to internal customers on WebEx; Jabber; Citrix Receiver; Cisco VPN AnyConnect; Mobility;

Telecom; MS Office, Windows 10 desktop/workstation support, end-user printing and more prior to promotion.

Currently, at IFC, I am focused on supporting enterprise applications, as follows: iDesk, iPortal, iPortal Advisory, IBIS, EPMS, FMS, Intranet, iDMS, NDAC, Reports.

(1.) To handle L3 complex calls under L3 Engineer (2.) To provide telephonic and remote trouble shooting support (3.) To maintain SOP's and runbooks of the respective technical track. (4.) To attend and handle complex L2 calls