Shereen Begum DO Mohamed Sabjali

• Support and advocate for Visa clients comprised of financial institutions and vendors
• Properly escalate incidents promptly per support guidelines and procedures
• Proactively monitor, recognize, analyze, isolate, and resolve VOCC outages utilizing a variety of tools and techniques
• Internal and External Bridge Stewardship in support of timely resolution of internal and client-facing issues
• Work simultaneously and independently on multiple platforms
• Assess the impact of incidents and author communication for distribution to appropriate recipients within set time frames without guidance
• Support scheduled changes

• Monitored application performance closely using various tools; made recommendations based on findings to optimize system efficiency.
• Reduced downtime for critical applications by promptly addressing and resolving system errors.
• Collaborated with cross-functional teams to implement streamlined processes, optimizing workflow efficiency.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
• Maintained detailed documentation of all system configurations, updates, and changes for future reference and troubleshooting purposes.

• Supported APAC Technical connected Offerings Team
• Resolve and escalating the issues for online Chillers that has been connected across APAC.
• Uses Postman to create Credentials for Chillers.
• Supports reactivation and deactivation of the chillers.
• Supports creating user access and troubleshoots for any technical issues.
• Help to resolve Chiller Performance Index issues for Customer.
• Fully tasked on Salesforce to address and resolve online dashboard for chillers
• Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
• Troubleshot problems with software, hardware and networking for users.
• Recognized escalation needs and connected customers with advanced support staff.
• Worked within task management system to receive, manage and close support requests.
• Provided regular updates on project status to stakeholders, keeping them informed of progress, setbacks, and changes in scope.
• Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
• Contributed to a streamlined workflow by maintaining clear and accurate documentation of technical support cases.
• Collaborated with cross-functional teams to address complex customer issues, ensuring a seamless support experience.
• Managed high-pressure situations with professionalism and empathy, leading to increased client trust and loyalty.

• Customer Support for Enterprise related matters for equipment through different channels i.e. Workplace, emails, escalations etc.
• CoE (Centre of Excellence) Customer Support – supporting the user IT equipment.
• Managing user enquiries to answer any tickets. Check what is going on, look at any bugs raised.
• Work in project team for analyzing asset data, proposing process improvement, and driving system enhancements for asset management.
• Drive weekly team output while select side project based on interest and business need.
• Pull data query from asset management system, HR table, 3rd party vendor database and other data sources and convert into story-telling charts/graphs for root cause analysis or process improvement opportunities.
• Assist in solution testing, debugging and documentation and system issue support.
• Able to build dashboard and provide business analysis on trend, proposals and insights for output gain and provide information for management for decision making.
• Be able to take repetitive work and drive automated solutions

• Strong interest in technology, particularly Apple products, and agility at learning new products and features
• Ability to deliver great customer experiences in any environment and to be invigorated by constant personal interaction
• Strong communication skills that let converse as freely and comfortably with small groups as with individual customers
• Discover and uncover customer needs and expectations
• Help customers to advice the best product suits them
• Handles all technical queries and repairs
• Developed strong rapport with customers and created positive impression of business
• Listened to customer needs and desires to identify and recommend optimal products
• Provided exceptional services and pleasant shopping experiences to customers
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
• Discussed Apple products and services with customers, outlined restrictions and educated on policies
• Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues

• Assist in preparing technical design documents, ensure effective implementation of all products, and plan all effective
• Coordinate with all cross-functional team to analyze issues
• Writing test scenarios, test cases and come up with own set of test data for different test scenarios/test cases
• Provide support during UAT testing
• Design, deploy and support best in class so-ware development processes and tools using Java
• Define the module specific requirements for so-ware development projects
• Conduct systems programming and systems support activities with Java
• Analyze and identify all issues in requirements and design and assist to provide resolution of same and perform various tests on so-ware to resolve all issues
• Document unit test procedures and parKcipate in so-ware development process to perform all tests on designs and ensure compliance to all Object Oriented Programming activities
• Assist in preparing all technical design documents, ensure effective implementation of all products, and plan all effective
• Coordinate with all cross-functional team to analyze al issues
• Provide support during UAT testing
• Strong understanding of SDLC and Agile methodology
• Writing test scenarios, test cases and come up with own set of test data for different test scenarios/test cases
• Work closely with multiple teams to safeguard the quality of all aspects of the team deliveries
• Closely working in a scrum team to identify test requirements
• Code reviews for automation development
• Ensure the teams; documents, implements, adheres to all processes for testing as per standards defined
• Individual contributor working in Agile development environment
• Worked closely with other business analysts, development teams and infrastructure specialists to deliver high availability solutions for mission-critical applications
• Debugged code and located root causes of problems by reviewing configuration files and logs

• Determine severity and assigning incidents within a group or division; Record and monitor the severity and work progress
• Incidents review Maintain Incident Management track and documentation to ensure the number of incidents reduced
• Developing workarounds or other solutions to incidents
• Submitting change requests to change management as required eliminating known problems
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or operational Level Agreements
• Supports and check for UAT/OAT and UFT documents
• Work closely with Network Engineer for Infra Issues.
• Led projects and analyzed data to identify opportunities for improvement

• Update and manage schedule of rates lists of term contracts to ensure the rates are maintained close to market rates
• Assist the Contract Custodian to manage and archive all valid term contracts
• Work on facilities’ term contracts with vendors and contractors, including working out new contracts and renewal of existing contracts
• Responsible for maintaining Master Contract List, preparing Sourcing of Bids approval paper & list of invitation to bid, arrange for tender briefing & site show-around, preparing bid closing and summary, prepare price summary report for bids, vendors financial as- assessment & negotiation paper

• Structured Cabling (UTP / Fiber)
• Ensure that the campus network is in optimum performance by continually reviewing areas of improvement.
• Recommend the optimum or alternative solutions
• Knowledge of SAP, CPSS2,EIMR,EMR,EPIC.
• Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results
• Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking

• Handle both outbound and inbound calls
• Outbound call: Selling new products to bank, Add on, credit limit increase, and cash line
• Inbound: attend to customer needs or transfer the call to relevant department
• To ensure customer receive products and service that will benefit their lifestyle
• Listen and understand customer to ensure that benefits both customer and bank
• Focus on bringing revenue to the bank as a team.
• Gave benefit-oriented, polished presentations driving dramatic revenue growth across multiple sales channels

• Handling cash up to 30k-100k with customer and bank
• Managing the cash till with 30k-50k with no discrepancies
• Assisting customer with cash withdrawal, deposit, TT, closure of account, change of pin for card, and embossing new card
• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates
• Educated customers on use of banking website and mobile apps
• Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities
• Identified sales opportunities and referred customers to branch partners in financial services

• Handle inbound calls for technical help desk
• (IT helpdesk)
• Knowledge in Java script, SAP
• Calls from agent to reset their portal password
• Escalate to the relevant department for technical issues in the website for agents
• Transfer call to the relevant department
• User administration experience in (User ID creations, role assignment in
• SAP and other applications) Routing of calls/ incidents/ problems to respective consultants/leads, taking care of 'Response SLA5