Sheikh Zia

Experience

• 

  HSBC

  Jan 2005 - Oct 2014

  Successfully Manage Client Services Support team pan Pakistan and provide domain expert advice where as necessary to 1st and 2nd line support teams for 500 plus users including senior management as premier support.During my tenor i successfully handle number for Incidents, Problem and Change management as per defined policies related to my area of domain.Support, monitor, test, and troubleshoot hardware and software problems pertaining to laptops, desktops, MFP printers, scanners, copiers, IP phones, projectors and fax machines.Manage team and Provides 1st and 2nd line help desk support to 500 plus users and Executives.In IT surveys achieved satisfactory ratings.Design and implement SLA’s for Client Services Support division for endpoint services.Successful implementation of Group Management tools for Client Services country wide i.e. GSR, TSR, GSD R6/R12. Achieve tremendous cost saving through Group Cost Sustainability initiatives by implementation of secure printing, introducing MFP’s, Night Watchman etc. Drive ISR awareness for staff by conducting sessions and implement ISR guidelines pertaining to Client Services Support.Design and Implement Business Service resilience from CSS perspective to support business and also represent business continuity exercises every year as CSS coordinator for Pakistan Business. Took part in special group projects for conducting UAT, SIT and release to production. E.g Project NoNet, Project Spruce, Project OU demise, etc Show less Support, monitor, test, and troubleshoot hardware and software problems pertaining to laptops, desktops, MFP printers, scanners, copiers, IP phones, projectors and fax machines.Vendor management for the smooth flow of technical support problems and plan out strategies for the better technical alimentation to the users.Liaise with vendors to claim warranty of laptops/desktops and Blackberry devices.To ensure that IT services are maintained as per agreed SLAs with business functions. Work as central point of contact for business and IT, ensure that business requirements are clearly understand and transform to IT department. Show less

  • Technical Support Specialist

    Sept 2005 - Oct 2014

  • Technical Support Analyst

    Sept 2005 - Oct 2014

  • Technical Support Specislist

    Jan 2005 - Jan 2014

  • Technical Support Specislist

    Jan 2005 - Jan 2014
• 

  EFU Life Assurance Ltd.

  Jan 2007 - Aug 2007

  Sale's

  SAle's consultant

• 

  Meezan Bank Limited

  Feb 2015 - now

  Assistant Vice President