Javeriya Rasheed

Experience

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  Hewlett Packard Enterprise

  Oct 2017 - Oct 2018

  Technical Support Specialist

  -Research and identify solutions to software and hardware issues. - Diagnose and troubleshoot technical issues, including account setup and network configuration. - Ask customers targeted questions to quickly understand the root of the problem. - Track computer system issues through to resolution, within agreed time limits. - Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. - Properly escalate unresolved issues to appropriate internal teams (e.g. software developers). - Provide prompt and accurate feedback to customers. - Refer to internal database or external resources to provide accurate tech solutions. - Ensure all issues are properly logged. - Prioritize and manage several open issues at one time.- Follow up with clients to ensure their IT systems are fully functional after troubleshooting. - Prepare accurate and timely reports. Show less

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  Micro Focus

  Nov 2018 - Jul 2019

  Information Technology Service Management Consultant

  -Working with DXC as IT Operations Analyst for Technical Support Engineer to client based Projects involves various stages from case creation, providing action plan and follow-up case closure and offerings. - It’s a Client Based Project where I worked with Micro-Focus Company there we helped the client with Applications, such as SSPR, SMAX to get service support from our company DXC. - Identifying products to be assessed in the software review process. - Defining the appropriate test to be carried out including the test data to be used. - Managing the test data by documenting the results of each test cycle to identify flaws. - Liaising with the software development team. - Running diagnostic and system testing and presenting the information to the relevant stakeholders. - Interacting with and coordinating the development and validation team and ensuring that effective communication takes place. - Identifying and eliminating redundant functions and components. - Improving knowledge of business applications and user needs and expectations. - Understanding and implementing industry standards and protocols. Show less

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  Expo City Dubai

  Sept 2019 - now

  • ITSM-Assistant Manager

    Nov 2019 - now

  • Senior ITSM Consultant

    Sept 2019 - now
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  Expo 2020 Dubai

  Nov 2019 - Apr 2024

  Senior Information Technology Service Management IT Governance