Asrar Farooqui: in Seaside, OR

(Contract to hire from Magna Infotech in March 2018) • Monitor assigned Applications and services for High priority Incidents • Facilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor support • Initiates Crisis Protocol for any Incident where the Priority is Critical, and the impact involves a Critical Business Application or Core Infrastructure Service • Liaison between Crisis Manager and the Technical Team during a Major Incident where the Priority is Critical, and the impact involves a Critical Business Application or Core Infrastructure Service • Consult with Crisis Manager from the client if a leadership decision is needed • Ensure timely communication to the to pre-determined group lists based on the service impact. • Document troubleshooting activities and resolution details in the Incident Work Notes, to provide an accurate timeline for post incident review. • Provide first-line investigation and diagnosis of all low priority incident as per trouble shooting guide • Prepare and present weekly and monthly KPI metrics reports to client. • Update and maintain dashboards using Power BI and client specific querying tools. • Training new Joiners on Process related issues, quality parameters and other required skills for the job.

Role 1: Major Incident Management: • Facilitate Major Incident using Major incident protocol. • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. • Provide guidance to the Incident Process Coordinators. • Monitor Critical incident queue in remedy and follow up with the support group for closure. • Responsible for communicating with the Incident Process Owner. • Ensure notifications are sent on timely manner. • Ensure critical tickets are updated with up to minute information. • Manage outage tracker with updated and accurate information. • Monitor and report process violation. • Ensure Problem records are created for all Major incidents after resolution. • Ensure the closure of all resolved and end-user confirmed Incident records. • Ensure all operations documentation is updated and available in SharePoint in a timely manner. • Preparing Incident reports and communicating with the Management and Stakeholders. • Remediate deviation of process for its particular division/department/school. • Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure. • Identify, initiate, schedule and conduct incident reviews. • Member of a team who defined the IT Incident Management Policy. • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Role 2: Change Manager: • Receive, log and allocate priority to all RFCs and reject inappropriate RFCs. • Table the verified RFCs for CAB meetings. • Convene and Chair the CAB or ECAB and change review meetings with all key stakeholders. • Authorize acceptable Changes (according to CAB decisions) • Publish change schedules to all the stake holders. • Liaise with all parties to coordinate change building, testing and implementation • Update Change log with progress. • Review all outstanding RFCs waiting consideration or action. • Reviews all implemented changes to ensure that they have met their objectives and conduct Post Implementation review for failed changes. • Analyze change records to determine any trends. • Management reporting on the Change management performance. • Schedule Change Management process training for all the technical towers. • Suggest and implement Service Improvement plan to the management to the stake holders.

Role: IT Helpdesk Level2 support • Primary job function was to provide level2 support for all ABB Employees. • Local/Network issues related to printers. • RSA token access and troubleshooting. • Support for Internet/Intranet/VPN issues. • User account management (creation, deletion, accesses) • Second level support for OS/Hardware and Software issues. Incident Management. • Point of contact for major incidents and determine if an incident needs to be escalated according to priority and severity of issue and follow up till closure • Ensure that Incidents assigned to the Support Groups are resolved and that service is restored. • Identify the incidents and participate in post incident review. • Identify potential problems and/or increasing trend of repetitive Incidents • Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents. • Escalate all process issues to the Incident Manager.

• Level one support for Internet connectivity (wired and wireless, setup and support for router configuration. • Support on PC and OS related issues such as slow performance, Blue Screens, formatting the HDD and OS installation/reinstallation. • Single point of contact for printer software, uninstalling/reinstalling of the printer software using the desktop sharing.

? Identifying the issue for HW or SW failure using the product specific techniques. ? Uninstalling/reinstalling the Sync software on the computer for Sync related or software corrupted issues. ? Assisting the customer in navigations, usage of the mobile device and its related software on the computer.