Fousia abdul majeed Mobile : 97363013,Email

Fousia abdul majeed Mobile : 97363013,Email : [email protected]

OBJECTIVE

To succeed in the ever accelerating and exciting IT world as Helpdesk Engineer/Technical

Support Engineer/Network Support Engineer/Telecommunication Engineer and to

provide complete hardware and software support to the business process .

Education qualification

Bachelor of Engineering in Electronics and Communication from Mookambigai College of

Engineering (Anna University), Trichy, Tamil Nadu, India from 2002-2006.

CERTIFICATION

S.No Certification Name Date Percentage

1. ITIL V3 Foundation Certification 3.02.2013 83%

2. Arabic language level 2 June 2012 95%

EMPLOYMENT HISTORY Senior Technician Telecommunications

Alamiah Technology Group (ATG), Kuwait July 2014 – Until present

Working as a Senior Technician in ATG, Contractors for KOC TELECOMMS Division in KOC

Main Telephone Exchange from July 2014 until present.

JOB RESPONSIBILITIES :-

To Provide hands-on assistance and troubleshoots all phone equipment failures and

service issues for users.

To Provide training and technical expertise on usage of phone equipment and the voice

mail system.

To Programs voice mailboxes for individual users and department trees and troubleshoots

voice mail issues and system failures.

To Place and evaluate phone and data orders, coordinates and oversees all phone work

orders.

To Operate call detail recording equipment and programs for all telephone extensions,

departments and budget codes ensuring that phone bills are accurate.

To Generate a monthly report for all phone work performed by vendors and new

equipment purchases for the users.

To Place phone equipment orders.

To V e r i f y , o r g a n i z e a n d s o r t d e l i v e r i e s of telecommunication equipment

ordered throughout the company.

To Ensure that departmental procedures are followed to track inventory throughout the

company.

Have knowledge about in Nortel EPABX and Meridian phones.

Have knowledge about Motorola Handheld Radios.

Preparation of Monthly Reports.

Preparation of Various types of memos & Correspondence.

Data entry of various undertaken by the company, filling & and day to days routine

works.

Maintenance of telephone exchange database

Preparing, sending and maintaining periodical reports. These reports may include field

technician’s performance, complaints handled, new lines given, etc.

Update database with respect to circular changes, management changes etc.

Query Tel- HD team for any changes, and update the database accordingly.

Preparing and updating management list, circular changes list, emergency list, k-company

lists, etc.

Updates K-companies lists in the portal.

Handles operators list 1 & 2.

Finalizing all technicians’ complaints and updating database accordingly.

Coordination during emergency declares.

Handling administrative works and filing

Handling Reconnection and disconnection of lines for housing; visitor's advice; DSL for

housing

Handling KOC termination and retirement.

Preparing memorandum in Arabic

The course content also comprised training for office procedure, business

correspondence, Book keeping and financial management etc.

Have the requisite knowledge of Fax/Internet & Email

Helpdesk Engineer

Diyar United Company,Kuwait January 2012 – Until present JOB DESCRIPTION:

Working as Helpdesk Engineer in KNPC Contractor Diyar United Company, Kuwait since Jan

2012. JOB RESPONSIBILITIES :-

To Provide hands-on assistance and troubleshoots all phone equipment failures and

service issues for users.

To Provide training and technical expertise on usage of phone equipment and the voice

mail system.

To Programs voice mailboxes for individual users and department trees and troubleshoots

voice mail issues and system failures.

To Place and evaluate phone and data orders, coordinates and oversees all phone work

orders.

Having broad technical knowledge of analog, digital and VoIP voice services; IP

networking; and data service provision

Have experience in providing excellent customer service and problem

escalation/resolution.

To Provide First line Support to end users, dealers and distributors To Advise customers regarding the product's proper use and address specific user issues During problem escalations, act as a liaison between customers and Second line support

To Provide troubleshooting and technical support via phone, web based tools and email

To assist the customer base during installations.

To Oversee 100% of the requests, incidents and problems.

To Manage and coordinate urgent and complicated support issues.

Act as escalation point for all requests and incidents.

Develop and mature phone/ticket escalation processes to ensure free flowing escalation

and information within the organization.

Determine root cause of issues and communicate appropriately to internal and external

customers.

Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career

development.

Oversee staff activities.

To Build/obtain (from other departments) training material for support staff. As needed,

schedule employees working times and provide backup support.

Interact with internal and external customers

Work to make Service Desk the single source of truth and service delivery channel for IT.

Monitor and manage phone queue (participating in escalated calls as needed).

Oversee Solutions repository and ensure top quality solutions are available to the staff

To Develop an effective and workable framework for managing and improving customer

IT support in the organization. Advise management on situations that may require

additional client support or escalation

Review survey feedback to improve services, tools and support experience. Keep

confidential all applicant, client, and verification and company proprietary information.

helpdesk Engineer

Alamiah Technology Group (ATG),Kuwait August 2007 –December 2011

JOB DESCRIPTION: Worked as Helpdesk Engineer in KNPC Contractor Alamiah Technology Group, Kuwait from

Aug-2007 - Dec 2011. JOB PROFILE :-

Have Experience in attending Calls, How to answer calls, Understanding IP Phone,

Understanding User Complaints, Resolve the Problem using Phone Support.

To deliver and maintain a high standard of telephone service to customers, understand their

specific needs and provide suitable solutions To handle customer feedback and complaints Respond promptly to customer needs.

To build a good customer relationship

Answer staff questions in person and via phone on all company supported applications.

Troubleshoot computer problems.

Determine source of computer problems (hardware, software, user access, etc.).

Advise staff on appropriate action.

Serve as liaison between staff and the technology department to resolve issues.

Work one-on-one with staff on application projects.

Provide recommendations on company application purchases.

Document resolutions for future reference

Other duties as assigned.

Have Experience in Novell Network Tasks Such as Create Login

Account/Modify/Update Login Account/Update User Details in NDS/Transfer Login

Account to Context, Enable Login Account/ Disable Login Account, Reset Password, Set

User Data Space Restriction, Change User Access Rights / Provide Power User Rights etc.

Have Knowledge about NDS Groups related tasks such as Create Group in NDS /Modify

Group in NDS, Add/Remove Group Membership, Modify Login Script), Group space

restriction ,Trustee rights/ Privileges .

Have Knowledge about NDPS printers related tasks such as Create NDPS Printer /

Modify NDPS Printer , Solve NDPS printer related issues etc.

Having idea in in troubleshooting network related problems

Having experience in troubleshooting and repairing PCs, printers, plotters, scanners and

other peripherals at component level

Having experience in diagnosing and solving computer related problems hardware,

software, applications)

Capable of analyzing and diagnosing hardware / software problems

Have Knowledge in installing, supporting and troubleshooting Windows XP, Vista, 7,

Microsoft Office 2003, 2007 or later

Having experience in using BMC Service Desk

Have knowledge about using remote desktop utilities in troubleshooting and resolving users

problems.

senior Exchange Technician IMCO, Kuwait April 2007- June 2007

JOB DESCRIPTION: Worked as a Senior Exchange Technician in IMCO, Contractors for JO in Communication

Division Wafra from April 2007- June 2007.

JOB PROFILE :-

Well versed in Siemens Hicom Telephone Exchange.

Maintenance and Operation of Electronic Telephone Exchanges and MDF.

Responsible to serve as Telephone Operator/Telephone Attendant.

Provides hands-on assistance and troubleshoots all phone equipment failures and service

issues for all campus users.

Provides training and technical expertise on usage of phone equipment and the voice mail

system.

Programs voice mailboxes for individual users and department trees and troubleshoots

voice mail issues and system failures.

Places and evaluates phone and data orders, coordinates and oversees all phone work

orders.

Operates call detail recording equipment and programs for all telephone extensions,

departments and budget codes ensuring that phone bills are accurate.

Audits, sorts and distributes monthly Call Detail reports to all departments.

Verifies and makes changes to cost allocation reports which are then sent to Accounting

for posting of phone charges to all departments.

Generates a monthly report for all phone work performed by vendors and new equipment

purchases for the company.

Places phone equipment orders.

Verifies, organizes and sorts deliveries of computer and telecommunication equipment

ordered throughout the Company

Ensures that departmental procedures are followed to track inventory

To provide warranty cross-reference; researches and accounts for any missing items.

Have experience with PC applications to maintain records and process telephone

invoices.

Have experience in programming value added services for analog and digital phones in

Siemens.

Have well experience in MDF Management

Have knowledge of different type of Telephone Exchange..

Have ability to terminate cables over DB boxes, smaller MDF’s.

Have knowledge about AVAYA IP-PBX. Have knowledge of Trunk radios, different company large telephone exchange, IP

PABX, Multiplexers and fiber optic systems, Telephone Copper and Fiber Cable Network, Wireless Networks, V-SAT, LAN and microwave link.

Senior Technician Telecommunications

KNETCO ,Kuwait October 2006 – March 2007

JOB DESCRIPTION:

Worked as a Senior Technician in KNETCO , Contractors for KOC TELECOMMS Division in

KOC Main Telephone Exchange, Radio Station & Computer Centre from October 2006 –

March 2007.

JOB PROFILE :-

To Provide hands-on assistance and troubleshoots all phone equipment failures and

service issues for users.

To provide training and technical expertise on usage of phone equipment and the voice

mail system.

To Programs voice mailboxes for individual users and department trees and troubleshoots

voice mail issues and system failures.

To Place and evaluate phone and data orders, coordinates and oversees all phone work

orders.

To operate call detail recording equipment and programs for all telephone extensions,

departments and budget codes ensuring that phone bills are accurate.

To Generate a monthly report for all phone work performed by vendors and new

equipment purchases for the users.

To Place phone equipment orders.

To V e r i f y , o r g a n i z e a n d s o r t d e l i v e r i e s o f t e l e c o m m u n i c a t i o n

e q u i p m e n t o r d e r e d throughout the company.

To ensure that departmental procedures are followed to track inventory throughout the

company.

Have knowledge about in Nortel EPABX and Meridian phones.

Have knowledge about Motorola Handheld Radios.

Preparation of Monthly Reports.

Preparation of Various types of memos & Correspondence.

Data entry of various undertaken by the company, filling & and day to days routine

works.

The course content also comprised training for office procedure, business

correspondence, Book keeping and financial management etc. Have the requisite knowledge of Fax/Internet & Email.

Operating System:

Microsoft Windows 95, 98, NT 4.0, 2000 server , 2000 professional XP Professional, 2003

server, Windows Vista, Windows 7 & 8. Software:

Microsoft Office Product, Novell, SCCM, BMC Helpdesk software

Hardware:

Branded and assembled servers, Workstation. Network routers and Switches,MDF.

Personal profile NAME : FOUSIA

FATHERS NAME : A.ABDUL MAJEED

Retd. SENIOR FOREMAN(ELECTRICAL)

KUWAIT OIL COMPANY

DATE OF BIRTH : 26-02-1983

SEX : FEMALE

MARITAL STATUS : MARRIED

NATIONALITY : INDIAN

LANGUAGES KNOWN : ENGLISH, HINDI, URDU, ARABIC, AND TAMIL

PASSPORT DETAILS

PASSPORT NO. : J 3964753

DATE OF ISSUE : 23-09-2010

DATE OF EXPIRY : 22-09-2020

PLACE OF ISSUE : KUWAIT

VISA TYPE : ARTICLE 18

Additional Features

Having valid Kuwait driving license

Strong understanding of Ethernet, TCP/IP routing, Network packet analysis tools use and

configuration.

Strong technical and analytical skills.

Solid experience in problem analysis and resolution of software problems.

Proven ability to function in a self-directed environment.

Must excel in a fast-paced, agile environment where critical thinking and strong problem

solving skills are required for success.

Innovative thinker who is positive, proactive, and readily embraces change.

Ability to handle clients professionally during all interfaces.

Sales support to help resellers and end users select, optimal installation configurations in

a complex network environment.

Strong written and verbal communication skills. Have a methodical approach to troubleshooting and problem solving; ability to prioritize

work and break activities up in general and detailed tasks Independent; Proactive; Can-do Attitude Success & Results Orientated Work well in a team; Can work unsupervised when required Approachable and positive attitude Strong interpersonal & communication skills Direct and open style; delivers first time on commitments

Confident, enthusiastic, committed, loyal, honest

Declaration

The above statements are true to the best of my knowledge and belief.

Place : Kuwait

Date : --/--/2015

Fousia Abdul Majeed