Muneeb Hanif

Experience

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  HBOS Plc

  Jan 2003 - Jul 2004

  Customer Service Advisor

  Dealing with customers on the Online HelpdeskFixing customer banking issuesPassword resetting

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  Fujitsu/Lloyds Banking Group

  Jan 2007 - Aug 2011

  Service Desk IT Administrator

  in dealing with User accounts, profiles and access Working to achieve client Incident problem identification, cause and resolution within SLAPrompting and also dealing with escalations to meet required SLAs and customer satisfaction.Creating Groups and setting in new Oracle Identity Management system and testingAmendment and deletion of incorrect policies and groups in Oracle Identity Management system.Use of Active Directory to set up new accounts, mailboxes.Use of UNIX, Mainframe systems in setting up and managing user accounts.VPN Support and maintenance.Auditing user access to resources and access levels.Deletion of User accounts.Providing training and support to department staff.Providing excellent Customer Service via Telephone (inbound, outbound), emails.Assigning Incident to correct resolution teams and liaising with these teams.Liaising with various support areas when problems require further investigation. Show less

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  EMIS

  Jan 2013 - Jan 2013

  Application Software Consultant

  Emis is a leading Clinical Software provider within the Health Care industry throughout the UK. It is a company which prides itself in what it does and continuously strives to improve its products and services. EMIS Health also owns several subsidiary companies.Support a Comprehensive Healthcare Software for users across thousands of Hospitals, Clinics and Practices.Deal with users of the system via phone, email and face to face.Investigate a wide range of software problems on the Emis Web system which includes numerous modules, all of which have different and wide ranging functionalities, with a view to primarily resolve issues and to pass for further investigation once all avenues have been exhausted.Work to resolve issues to Service levels agreements. Prioritize customers with more significant service level contracts to ensure service priority.Daily use of effective communication methods when dealing with people at all levels including end users, IT Service desks, and internal staff.Communicate and liaise as required with internal functions for varying issues, including departments such as development, hosting, deployment, and also SRMs, Program and Project Managers.Effectively communicate processes to both customers and internal staff.Believe in developing and following good structure and processes within organizations to drive efficiency and good standards in the working environment.Strive to find creative ways to improve service and department efficiency. This is executed through providing recommendations in Meetings, with Management and implementing improvements personally where possible.Have the Experience of being able to think on feet and handle uncertainty in pragmatically.Provide Support and guidance as a senior to Team member on various work issues.A point of contact for checking quality and process of problems which have been investigated by team members to ensure these meet quality and standards set. Show less