Fatma Hussain

• BMC Remedy Incident Management Adminstrator.
• Promptness in answering to queries
• Relevance of information provided
• Consistency in maintaining adequate turnaround time on query / complaint resolution
• Effectiveness in maintaining inter departmental coordination
• Overall employee satisfaction levels (measured by internal surveys)
• Adherence to bank’s overall policy and IT procedures
Created Manual for Help Desk and shared to the whole team.
•Created Manual for IT errors and shared to the whole team.
•Created Manual for Beam errors and shared to the whole team.
•Remedy System Testing before launching and going live.
•Smart IT testing before launching and going live.
•Participated in the Information Technology Survey and going to several branches.
•Worked as an backup Administrator in Remedy system .
•Worked in the testing phase for Incident Console in Remedy system .
•Worked in the testing phase for Service Request in Remedy system .
•Worked in the Modifying phase in Remedy system for Incident Console .
•Worked in the Modifying phase in Remedy system for Change Management Console .
•Worked in the Modifying phase in Remedy system for Service Request Module .
•Learned how to create and modify reports.
•Some Personal training for a few IT teams who needed help in Incident Console or Creating tasks for Change Management Console.
•Creating Video Tutorials for Help Desk team .
•Creating Video Tutorials for Remedy system .
•Assist Technical support team when one of their team on leave .
•Learned how to add / remove Branch emails in the server with Technical support team.
•Learned how to modify extension numbers in the A/D server with Technical support team.
•Check and add non existing servers on the main server with Technical support team.
•Solved more than 1000 Tickets (Incidents & Requests) in the Remedy system and Footprint system.

public relation
Customer Services
Organizing Meetings and Courses
Volunteering work
Executive Secretary
Deputizing for the Director of Administration and carry out office management and all his functions.
Organizing exhibitions, conferences and training courses.
Bilingual Secretarial duties which includes but not limited to typing of letters, fax transmission, memos, minutes of meetings, transmittals, etc., including self correspondence and e-mails.
Co-ordination and follow-up of scheduled meetings and appointments with concerned staff besides sorting and distribution of all incoming and outgoing letters, fax transmissions etc., to the respective Departments.
Managing the office affairs and updating on daily basis the inward and outward register.
Attending all office calls and recording and forwarding messages as and when required.
Assisting in the preparation of MIS reports where instructed, and this by gathering relevant information, checking and verifying data, typing, creating and organizing files.
All office routine work.