یاسمین جمال

oversee the implementation of IT infrastructure and software within the organisation.

• Develop performance and systems models, graphs, charts and specifications to systems staff when needed.
• Train employees through planning, assigning work, addressing complaints and resolving problems. Assess and plan for availability of IT requirements with respect to the organization.
• Managing and assisting teams to manage tickets according to the Kanban board.
• Maintain Kanban sheets and ensuring smooth flow of ticket resolution and client satisfaction
• Maintain Partner relationships with Vendor.
• Point of contact for all customer escalations.
• Create strategies maximize vendor interest and Manage product launches
• Create QBRs, product reports, activity reports
• Prepare, update and manage monthly KPI reports of the team.
• Create and present strategy presentations for new and existing projects.
• Work within IT departmental structure to develop internal support policies and procedures, coordinate change and problem, asset management policies.

IT COORDINATOR - GCSS
• Assist technical support staff in managing tickets to SLA.
• Attend mandatory weekly team meetings as set by management
• Assist project team in planning and implementation of special projects.
• Respond to client requests in timely and accurate manner.
• Perform root cause analysis of complex system problems and provide corrective actions.
• Ensure all staffs follow established standards and guidelines.
• Analyze resource utilization, timesheet, and financial data for assigned project.
• Prioritize incoming mails and reply to non-technical inquiries.
• Provide and maintain in-depth knowledge of company policies and procedures.
• Coordinate international and domestic calls with Clients.
• Assist in the implementation of the IT plan and train the individuals

Troubleshooting hardware/software issues
Resolving the Users Tickets in given time
Checking and resolving software issues
TMG proxy server installation and configuration
VPN installation and configuration
Printer’s installation configuration
Assist technical support staff in managing tickets to meet helpdesk service level agreement.
Assist project team in planning and implementation of special projects.
Assist in preparing technical and functional documentations for Networking.
Respond to client requests in timely and accurate manner.
Perform root cause analysis of complex system problems and provide corrective actions.
Develop performance and systems models, graphs, charts and specifications to systems staff when needed.
Ensure all staffs follow established standards and guidelines.
Analyze metrics to evaluate IT system performance and recommend improvements.
Develop vendor invoices, financial reports and monthly accruals.
Prepare memos, spreadsheets, and presentations for customers and managements.
Analyze resource utilization, timesheet, and financial data for assigned project.
Prioritize incoming mails and reply to technical inquiries.
Maintain an electronic library of user guides and training materials.
Prepare presentations and agendas for business meetings and discussions.
Provide administrative support and maintain in-depth knowledge of company policies and procedures.
Making Active Directory Reports.
Managing IT helpline
Also taken calls and generated tickets on calls.

Installing new software
Installing new hardware (servers, printers, computer work stations etc)
Setting up user accounts, permissions and passwords
Overseeing security of all systems, especially the internet
Installing anti virus protection
Fixing network faults
Technical support for people using the network
Training staff on new systems
Day to day admin and monitoring of network use
Planning future improvements
Suggesting IT solutions to business problems
Making sure all IT meets industry standards
Supervising helpdesk staff

Learnt the structure of Pakistan Internet Exchange